Qassim University

What you'll study

This diploma covers the fundamentals of customer service theory and practice, combining communication workstreams with practical technology and workplace experience. Teaching typically includes classroom sessions, skills labs and a short workplace placement or simulated service environment.

• Customer service fundamentals: principles of good service, service quality standards and customer expectations.
• Communication skills: verbal and written communication, active listening, interpersonal skills and professional phone manner.
• Complaint handling and conflict resolution: techniques for de-escalation, problem-solving and turning complaints into opportunities.
• Customer relationship management (CRM) systems: introduction to common CRM tools, record-keeping and data protection essentials.
• Digital and social media service: managing enquiries via email, chat and social platforms, and basic digital etiquette.
• Sales support and upselling basics: understanding customer needs, cross-selling and ethical sales techniques.
• Business communication in Arabic and English: industry-relevant language skills for bilingual customer interactions.
• Service operations and call centre practice: shift work, performance metrics, scripting and telephone systems.
• Workplace placement or practicum: supervised on-the-job experience to apply skills in a real service setting.

Entry requirements

Applicants are normally expected to hold a completed secondary school certificate or equivalent qualification. Admissions decisions commonly consider academic transcripts, a short interview or assessment and evidence of basic literacy and numeracy.

Because customer service roles require clear communication, applicants should be able to demonstrate competence in Arabic; basic-to-intermediate English is also advantageous. Mature applicants with relevant work experience in service roles may be eligible through a recognition of prior learning process.

Career prospects

Graduates are prepared for a range of front-line and supervisory roles across sectors that deliver customer-facing services. Typical job titles include:

• Customer service representative or advisor
• Call centre agent or team member
• Retail service assistant and floor supervisor
• Receptionist or front-desk officer in hospitality and healthcare
• CRM operator or administrative support for service departments
• Sales support or client relations coordinator

With experience, graduates can progress to team leader or supervisory positions, move into quality assurance and training roles, or continue their studies toward higher diplomas or a bachelor’s degree in business, management or hospitality.

Why study at Qassim University

Qassim University delivers vocationally-oriented programmes with strong links to local employers across retail, hospitality and public service, helping students gain work-ready skills. The university offers practical training facilities, language support for bilingual service delivery and experienced staff who combine academic knowledge with industry experience.

Students benefit from applied learning through simulated service labs and organised placements that build confidence in real customer environments. The programme’s regional focus also helps graduates make local labour-market connections and access entry-level roles across the Qassim region and broader public and private sectors.