Customer Service Management

Code Date City Fees Register
PR007 May 26, 2024 - May 26, 2024 Lisbon $ 5000

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PR007 August 11, 2024 - August 15, 2024 Online $ 1500

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PR007 November 3, 2024 - November 14, 2024 Dubai – UAE $ 9000

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PR007 February 9, 2025 - February 13, 2025 Dubai – UAE $ 5000

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  • By the end of this Course participants will be able to:
  • Develop a strategy to build a more proactive, customer centric organisation.
  • Create and shape the organisation’s brand promise.
  • Define customer service excellence – identifying your customers’ values.
  • Understand how to measure and monitor the customer service experience to support improvements in line with your strategy.
  • Understand the barriers to delivering a superior customer service at all customer ‘touch points’ within your organisation.
  • Understand how to measure customer service culture within an organisation.
  • Develop a proactive, motivated and empowered customer facing team.
  • Develop internal processes that support your organisation’s service commitment to the customer through the use of diagnostic tools.
  • Implement the customer service strategy – making change happen.

The Delegates

Customer Service Professionals who are responsible for developing, positioning and designing the customer service strategy to meet the needs of their customers whilst developing a consistent standard of customer service excellence that reflects the organisation’s brand.

The Contents

  • Introduction and Course overview.
  • What do You Want Your Customer to Experience?
  • What is your current strategy?
  • What is your current customer service experience?
  • How does the ‘customer experience’ align with business goals?
  • Understanding the impact of the experience on customer retention and loyalty
  • Developing a Customer-centric Culture
  • Customers are really everything
  • What do your customers really want from your organisation? – Why?
  • How to meet customer expectations – a shift of paradigm for the workforce
  • Top down, bottom up commitment to the customer
  • How to Measure Strategic Success – Yesterday, Today and Tomorrow
  • What does the organisation offer the customer? – Do we deliver?
  • What do your competitors do? – Better or differently?
  • What does the ‘voice of the customer’ confirm?
  • What do customers really want?
  • What can the organisation do to set itself apart from and above the competition?
  • Setting agreed customer service standards that deliver the levels and measures
  • Ensuring customer retention through excellence in service
  • Developing the processes that nurture customer brand loyalty
  • Recording and monitoring customer service issues
  • Putting in place processes to resolve customer dissatisfaction
  • Devising a Strategy to Respond to the Voice of the Customer
  • Listen, act and deliver on customer needs
  • Re-evaluate and realign the customer experience in line with demand
  • Using experience to reshape the ‘customer experience’
  • Ensuring consistency at every customer ‘touch point’
  • Leading and motivating others to deliver superior service levels
  • A Whole New Branded Experience – ‘CRITIQUE’
  • Using customer-centric diagnostic tools to evaluate trends, perceptions and opportunities for performance improvement
  • Devising a new strategy to meet customer, shareholder and stakeholder demands and expectations
  • Identifying ‘next steps’ to implementing change
  • Course summary .


The Discount

10% in case of Three P. (or more)