Customer Service Training & Certification Courses


Customer Service Mindset Training Course

Introduction

This customer service mindset course will give each customer service team member a big-picture perspective of their potential and a highlighted awareness of their responsibility for achieving excellence and the choices and actions that will drive these results.

When an individual learns to demonstrate a customer service mindset fully, they transcend their role within the customer service department and contribute to the organization's overall success. These behaviors, rooted in the definition of customer service and the service mindset, are the hallmarks of a truly customer-centric business.

Benefits of a Customer Service Mindset

Understanding how to demonstrate a customer service mindset is crucial for immediate problem-solving and long-term customer loyalty. The benefits of a customer service mindset entail creating a positive brand image, leading to repeat business, customer loyalty, and word-of-mouth referrals, which are invaluable to the success of any business.

Targeted Groups

This customer service mindset course is for All managers, supervisors, and employees whose duties involve contacting and dealing with internal and external customers.

Course Objectives

At the end of this customer service mindset course, the participants will be able to:

  • Analyze basic behavioral patterns of different customer personality profiles.
  • Practice the skills for dealing with customers and handling their complaints.
  • Understand the service mindset, customer-focused mindset, and ways of developing it within their organization.

Targeted Competencies

By the end of this customer service mindset course, the target competencies will be able to evolve the ability:

  • Customer-oriented.
  • Dealing with different personalities and behaviors.
  • Customer satisfaction.
  • Communication skills.
  • Problem-solving.

Course Content

Unit 1: The Principles of Customer Service

  • Definition and explanation of what a customer service mindset is.
  • Concepts of customer service.
  • Serving internal and external customers.
  • Understanding the needs of internal and external customers.

Unit 2: The Principle Foundation for Superior Customer Service

  • Building strong relationships.
  • Providing superior service.
  • Exemplifying professional behavior.

Unit 3: The Customer Service Mindset

  • Exploring the components of the customer service mindset.
  • Strategies for cultivating a service mentality culture among the staff.

Unit 4: Different Customers Personalities

  • Better understanding of their personalities.
  • Tips for dealing with difficult personalities.

Unit 5: Attaining Customer Satisfaction

  • Meeting customer needs with a customer-focused mindset.
  • Techniques to exceed customer expectations.
  • Methods to delight and surprise customers.

Unit 6: Handling Customer's Complaints

  • Identifying types and levels of customer complaints.
  • Mastering the process and behaviors for handling complaints effectively.

Unit 7: Effective Communication with Customers

  • Engaging in active listening.
  • Overcoming communication barriers.
  • Interpreting customer body language.

Kuala Lumpur (Malaysia)
18 - 22 May 2025
4400 Euro
London (UK)
19 - 23 May 2025
5500 Euro
Barcelona (Spain)
26 - 30 May 2025
5300 Euro
Dubai (UAE)
08 - 12 Jun 2025
4400 Euro
Online
08 - 12 Jun 2025
1900 Euro
Casablanca (Morocco)
09 - 13 Jun 2025
4000 Euro
Brussels (Belgium)
09 - 13 Jun 2025
5300 Euro
Cairo (Egypt)
29 Jun - 03 Jul 2025
3500 Euro
Geneva (Switzerland)
21 - 25 Jul 2025
6500 Euro
Rome (Italy)
21 - 25 Jul 2025
5900 Euro
Cairo (Egypt)
31 Aug - 04 Sep 2025
3500 Euro
London (UK)
08 - 12 Sep 2025
5500 Euro
Paris (France)
08 - 12 Sep 2025
5300 Euro
Munich (Germany)
15 - 19 Sep 2025
5300 Euro
Online
28 Sep - 02 Oct 2025
1900 Euro
Kuala Lumpur (Malaysia)
05 - 09 Oct 2025
4400 Euro
Amman (Jordan)
12 - 16 Oct 2025
3200 Euro
Istanbul (Turkey)
12 - 16 Oct 2025
4900 Euro
Dubai (UAE)
16 - 20 Nov 2025
4400 Euro
Madrid (Spain)
24 - 28 Nov 2025
5300 Euro
Amsterdam (Netherlands)
01 - 05 Dec 2025
5300 Euro
Manama (Bahrain)
07 - 11 Dec 2025
4500 Euro
Barcelona (Spain)
08 - 12 Dec 2025
5300 Euro
Sharm El-Sheikh (Egypt)
14 - 18 Dec 2025
4500 Euro
Barcelona (Spain)
05 - 09 Jan 2026
5300 Euro
Rome (Italy)
05 - 09 Jan 2026
5900 Euro
Amman (Jordan)
18 - 22 Jan 2026
3200 Euro
Online
18 - 22 Jan 2026
1900 Euro
Cairo (Egypt)
25 - 29 Jan 2026
3500 Euro
Amsterdam (Netherlands)
26 - 30 Jan 2026
5300 Euro
Dubai (UAE)
08 - 12 Feb 2026
4400 Euro
Istanbul (Turkey)
08 - 12 Feb 2026
4900 Euro
Manama (Bahrain)
08 - 12 Feb 2026
4500 Euro
Sharm El-Sheikh (Egypt)
15 - 19 Feb 2026
4500 Euro
Online
22 - 26 Feb 2026
1900 Euro
Vienna (Austria)
23 - 27 Feb 2026
5500 Euro
Madrid (Spain)
02 - 06 Mar 2026
5300 Euro
Boston (USA)
09 - 13 Mar 2026
7200 Euro
Milan (Italy)
16 - 20 Mar 2026
5900 Euro
Lisbon (Portugal)
16 - 20 Mar 2026
5300 Euro
Online
22 - 26 Mar 2026
1900 Euro
Kuala Lumpur (Malaysia)
29 Mar - 02 Apr 2026
4400 Euro
London (UK)
06 - 10 Apr 2026
5500 Euro
Istanbul (Turkey)
10 - 14 May 2026
4900 Euro
Paris (France)
11 - 15 May 2026
5300 Euro
Vienna (Austria)
11 - 15 May 2026
5500 Euro

Customer Service Training & Certification Courses
Customer Service Mindset Training Course (CS)

 

Mercury dynamic schedule is constantly reviewed and updated to ensure that every category is being addressed at least once a month, if not once every week. Please check the training courses listed below and if you do not find the subject you are interested in, email us or give us a call and we will do our best to assist.