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Customer Service Masterclass

Course Information

  • Sessions 1 day
  • Duration 7.5 hrs
  • Level Beginner
  • Assessment NA

Venue

Course Brochure

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Certification

  • Certificate of Completion from Tertiary Courses - Upon meeting at least 75% attendance and passing the assessment(s), participants will receive a Certificate of Completion from Tertiary Courses.

Customer Service Masterclass

Course Code: C529

6 Review(s) | Add Your Review

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What's This Course About

Customer Service Masterclass equips you with the skills and mindset to deliver consistently excellent service that keeps customers satisfied, loyal and willing to recommend your business. Great customer service is a major competitive advantage, and it depends on understanding customer needs, communicating effectively and handling difficult situations with professionalism. The masterclass is designed for frontline staff, customer service officers, supervisors, sales and retail teams, and anyone who interacts with customers.

You will start by understanding who your customers are and what your organisation does for them, including customer expectations and the moments that shape their experience. Next you will focus on establishing the right attitude, building a positive, customer-centred mindset and managing your own emotions under pressure. You will then learn how to identify and address the customer's needs, using active listening, questioning and empathy, and collecting and analysing customer feedback to improve service.

The course continues with in-person customer service, covering body language, first impressions and face-to-face communication, and customer service over the phone, including tone, call handling and following up. You will also practise managing complaints and difficult customers and turning service failures into opportunities. Role plays and real-life scenarios bring each topic to life. By the end of the masterclass, you will be able to deliver professional, empathetic service across channels and strengthen customer loyalty.

Why Take This Course?

  • Hands-On Learning Learn by doing. Every topic is practised hands-on, so you leave with skills you can use at work straight away.
  • Live Coaching Experienced instructors coach you live, answer your questions and guide you step by step.
  • Free Post-Course Consultation Stuck after class? Message your trainer any time for guidance as you apply what you have learned.
  • Always-Updated Materials Materials are refreshed to stay relevant. Log in to our LMS any time to get the latest version.

Course Fee

₵1,500.00

Course Date

Additional Note

Please bring your own laptop for hands-on training. If you don't have laptop, we can provide spare laptop for training use.

Post-Course Support

  • We provide free consultation related to the subject matter after the course.
  • Please email your queries to info@tertiarycourses.com.gh and we will forward your queries to the subject matter experts and get back to you as soon as possible.

Cancellation & Reschedule Policy

  • We reserve the right to cancel or re-schedule the course due to unforeseen circumstances. If the course is cancelled, we will refund 100% to participants.
  • Note: the venue of the training is subject to changes due to class size and availability of the classroom. The minimum class size to start a class is 3 Pax.

Course Details

Course Details

What You'll Learn

Topic 1: Who We Are and What We Do - Understanding Customers & Customer Service

Topic 2: Establishing Your Attitude

Topic 3: Identifying and Addressing The Customer's Needs

Topic 4: In-Person Customer Service (Face to Face)

Topic 5: Giving Customer Service over the Phone

Topic 6: Providing Customer Service via Email

Topic 7: Generating Return Business with Better Customer Service

Topic 8: Recovering Difficult Customers

Topic 9: Understanding When to Escalate

Course Info

Prerequisite

Basic computer and file-management skills are expected. Familiarity with everyday workplace communication and the business situations covered by this course will help you follow the exercises.

Software Requirement

  • A modern web browser and PDF reader for course materials.

No specialist application installation is required unless specified in your joining instructions. Prepare access to the course materials before class.

Hardware Requirement

Bring a laptop or tablet capable of reading PDF course materials and completing written exercises.

Bring your own computer and charger, with a reliable internet connection and permission to install the required software. For live online classes, also prepare a microphone or headset.

If you need help arranging a suitable device, contact us before the class to confirm availability.

Job Roles

Job Roles

  • Brand Manager
  • Marketing Executive
  • Communications Manager
  • Public Relations Executive
  • Corporate Communications Specialist
  • Marketing and Branding Consultant
  • Customer Insights Analyst
  • Digital Marketing Executive
  • Advertising Executive
  • Social Media Manager
  • Stakeholder Engagement Officer
  • Marketing Communications Officer
  • Brand Strategist
  • PR Campaign Manager
  • Client Relationship Executive
  • Content Marketing Specialist
  • Customer Experience Manager
  • Media Relations Executive
  • Product Marketing Manager
  • Reputation Management Consultant

Trainers

Trainers

Dr. Alfred Ang is a Distinguished Toastmaster, the highest educational award in Toastmasters International, and has won many public speaking awards. Years of prepared speeches, evaluations, contests and club leadership taught him how to structure a message, read an audience, handle difficult questions and give feedback that people act on, and he coaches these same skills in class. He holds a PhD in Electrical Engineering from the National University of Singapore, an MSc in Electrical and Electronic Engineering from NTU and a BSc (Hons) in Physics from NUS, and spent more than 20 years in the defence, electronics and semiconductor industries, where he co-invented more than 20 US patents and published more than 20 peer-reviewed papers. Today he is the Chief Technology Officer of Tertiary Infotech Academy and founded Tertiary Infotech Sdn. Bhd. in Malaysia in 2016. As CTO he leads the planning, delivery and continuous release of the course-registration and learning management platform behind the Tertiary Courses websites in Singapore, Malaysia and Ghana, coordinating developers, trainers and operations staff across three countries. He is also a PMP-certified project manager and a certified Lean Six Sigma Black Belt, so his soft-skills training stays tied to real workplace results rather than theory.

In this customer service course, Dr. Ang shows how clear, caring communication turns service into loyalty. Learners cover understanding customers and customer service, establishing the right attitude, identifying and meeting customer needs, and delivering service face to face, over the phone and by email. They then learn to generate return business, recover difficult customers and know when to escalate. Drawing on his Toastmasters training in listening, tone and composure, he uses role-plays and feedback so learners can stay calm and professional in any customer conversation.

is an accomplished IT and data specialist with over 20 years of experience in academia, ICT leadership, and professional training, with a strong focus on data analytics and Excel-based solutions. He has developed and delivered specialized training programs on Statistical Data Analysis with Excel and Visual Basic for Applications (VBA) for Excel, equipping learners with advanced data manipulation, automation, and reporting skills. His expertise extends to automating institutional reporting systems, where he successfully streamlined academic records management through Excel-based tools, integrating macros and automation to improve efficiency and accuracy. As a trainer and consultant, Dr. Siraj has taught Excel to diverse audiences, including university staff, administrative teams, and professionals in banking, security, and education, ensuring they can apply Excel for decision-making, statistical modeling, and process automation. His practical mastery of Excel is complemented by his deep knowledge of office automation and ICT project management, making him a highly sought-after trainer in data analysis and productivity tools. With his blend of hands-on technical expertise and instructional experience, Dr. Siraj stands out as a credible authority in leveraging Excel to drive organizational efficiency and data-driven strategies

Review

Customer Reviews (6)

Exceeded my expectations Review by Course Participant/Trainee
1. Do you find the course meet your expectation?
2. Do you find the trainer knowledgeable in this subject?
3. How do you find the training environment
The trainer was knowledgeable and explained the concepts clearly with real-world examples. (Posted on 4/24/2026)
Very satisfied Review by Course Participant/Trainee
1. Do you find the course meet your expectation?
2. Do you find the trainer knowledgeable in this subject?
3. How do you find the training environment
The course materials were detailed and easy to reference afterwards. Great value for money. (Posted on 4/3/2026)
Exceeded my expectations Review by Course Participant/Trainee
1. Do you find the course meet your expectation?
2. Do you find the trainer knowledgeable in this subject?
3. How do you find the training environment
Great course materials and well-paced lessons. The exercises really helped me understand the topic. (Posted on 2/27/2026)
Knowledgeable trainer Review by Course Participant/Trainee
1. Do you find the course meet your expectation?
2. Do you find the trainer knowledgeable in this subject?
3. How do you find the training environment
The trainer was knowledgeable and explained the concepts clearly with real-world examples. (Posted on 2/13/2026)
Learned a lot Review by Course Participant/Trainee
1. Do you find the course meet your expectation?
2. Do you find the trainer knowledgeable in this subject?
3. How do you find the training environment
The training was very practical and hands-on. I could apply what I learned to my work immediately. (Posted on 1/12/2026)

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