Customer Service Training
Training delivered in Arabic and English, built from your own evaluation data rather than a generic curriculum.
Training that is delivered in a language half the room is working in gets half the room. Our sessions run in Arabic and English, and the content comes from your own scorecards — the criteria your teams actually fail, not a standard eight-module course.
Bilingual delivery is the point, not a footnote. A frontline team in Doha is rarely monolingual, and a workshop that runs only in English quietly excludes the people whose scores you most want to move. Sessions run in both languages, with materials, role-play scripts and handouts produced in both.
Where a mystery shopping programme is already running, the curriculum is built from its findings. If needs identification is failing across the network and the greeting is not, the session spends its time on needs identification. That is a different course for every client, and it is the reason the training moves the score.
Practice is the majority of the session. Role play uses real scenarios from your own evaluations, with the narrative read out and the team asked what they would have done. Managers attend a separate session on coaching to the scorecard, because a manager who cannot use the report is the most common reason a programme stops working.
Where no evaluation data exists yet, we run a baseline wave first. Training before measurement is guesswork with a room booked.
The criteria, before we start.
Written against your own service standard, weighted with you, and agreed in writing before any fieldwork is commissioned.
Stages, with the time each one actually takes.
Baseline
2–4 weeks
Where no evaluation data exists, a wave of visits establishes what actually needs training before the curriculum is written.
Build the curriculum
1–2 weeks
Modules weighted to your failure rates, with role-play scenarios taken from your own evaluation narratives, produced in Arabic and English.
Deliver
1–3 days per cohort
Bilingual workshops for frontline teams; a separate session for managers on coaching to the report.
Re-measure
4–8 weeks after
A follow-up wave against the same scorecard. Without it there is no evidence the training worked.
What you receive.
- Curriculum and all materials in Arabic and English
- Role-play scenarios drawn from your own evaluations
- Manager coaching session and a coaching guide
- Attendance and participation record by cohort
- Post-training measurement against the same scorecard as the baseline
Where this service does the most work.
Questions we are actually asked.
Yes, and it is the reason most clients choose us for this. Sessions run in Arabic and English with materials in both. A team in Doha is rarely monolingual and a workshop in one language reaches part of the room.
We would rather not. Without baseline data the curriculum is a guess, and there is no way to show afterwards whether the training worked. If the timetable will not allow a full wave, a short diagnostic wave is the minimum.
Sixteen is the practical maximum for a session with real role play. Beyond that the quiet participants stop practising and the session becomes a presentation.
Yes. Managers need a different session — how to read the report, how to coach an individual against a criterion, and how to run a debrief that does not turn into a disciplinary. A programme without this usually stops producing improvement after the second wave.
Three fields.
Tell us roughly what you need and a person will reply. No form-fill sequence, no drip campaign.
Let's elevate your customer experience
Ready to uncover the truth about your customer experience? Our team is ready to design a fully customized program tailored to your operational goals, customer journey, and business objectives.