Quality Assurance for Customer Service and Mystery Shoppers

Sales & Marketing · 5 Days · Public · Al-Khobraa certified · From USD 3,900

Overview

For a great customer experience, every interaction at every customer touchpoint must be exceptional. Customer Experience (CX) means creating and effectively managing your customers’ emotions. In fact, every single interaction that occurs between an organization and its customers fosters an emotion of some kind.

Learning Objectives

• Understand the importance of a customer service culture in a competitive environment.
• Analyze basic behavioral patterns of different customer personalities and the best way to deal with them.
• Agree and practice strategies for service recovery aimed at regaining customer loyalty.
• Define the process of managing a customer complaint system.
• Discuss and practice the techniques of effective communication skills with customers.

Who Should Attend

This course is designed for managers, supervisors and customer service staff, and other professionals seeking to strengthen their capability in this area.

• Managers
• Supervisors and customer service staff
• Professionals in Customer Experience

Course Outline

Day 1 — Definitions and Concepts

• Roles of the Customer Service Professional
• Components of Quality Service Service Quality Gaps
• What Customers Pay Attention To
• Dimensions of the RATER Model Reliability

Day 2 — Responsiveness

• Establishing Service Quality Performance Standards
• Customer Complaint Systems
• Sources of Complaints
• Types of Complaints

Day 3 — Practicing New Skills

• Applying to Real World
• Who is a Loyal Customer?
• Strategies to Keep Customers Loyal
• The Principles of Inspiring Staff (A.E.P.A. Philosophy)

Day 4 — Characteristics of Difficult People

• Common Responses to Them
• 6 Major Personalities that Lead to Conflict The Hostile
• The Pessimist
• The Complainer

Day 5 — The Over-Controller

• Strategies for Dealing with Them
• Communication Goals
• Overcoming Barriers to Effective Communication with Customers
• Reading the Body Language of Customers

Accreditation

Al-Khobraa certified. On completion delegates receive an Al-Khobraa certificate of achievement.

Dates & Venues

Dates	Venue	Delivery	Duration	Fee (USD)
6–10 December 2026	Manama, Bahrain	Public	5 days	4,500

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Frequently Asked Questions

What do Al-Khobraa sales and marketing courses cover?

The portfolio covers digital marketing, search engine optimisation (SEO) and social media, brand and product management, marketing strategy and research, B2B and key account selling, sales management, and commercial negotiation — with practical exercises on delegates’ own markets.

Who should attend a sales and marketing course?

These courses suit sales representatives and account managers, sales and commercial managers, marketing officers and brand managers, digital and social media specialists, business development staff, and technical professionals moving into customer-facing roles.

How long are sales and marketing courses, and where are they held?

Most Al-Khobraa sales and marketing courses run over 5 days. The exact duration, dates and city for this course are listed in the dates section on this page. Public sessions run across Saudi Arabia — Riyadh, Jeddah, Al-Khobar, Jubail and Yanbu — as well as regional and international venues, with live virtual classrooms available on request.

What certificate will I receive?

Delegates who complete the course receive an Al-Khobraa certificate of completion, issued by a Saudi-registered training provider. Al-Khobraa also delivers internationally accredited programmes; where a course carries an external awarding body such as PMI, CIPS, ILM or IOSH, that body is named on the course's own page.

Can sales and marketing training be delivered in-house for our team?

Yes. Any Al-Khobraa sales and marketing course can be delivered in-house at your own premises anywhere in Saudi Arabia or the GCC, with the content, dates and language of delivery tailored to your team. Al-Khobraa is an approved HRDF (Hadaf) provider, so eligible Saudi employers can seek training support. Contact us for a quotation.

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