Advanced Customer Service Management Course

Advance your customer service management skills for excellence. Join this course to become proficient in managing customer interactions. BMC Training offers Advanced Customer Service Management Course in PR , Customer Services , Sales and Marketing Courses.

  • English
  • 214 Training Sessions
  • Confirmed
  • One Week
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London , UK 17 - Mar - 2024 21 - Mar - 2024
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Dubai , UAE 10 - Mar - 2024 14 - Mar - 2024
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Kuala Lumpur , Malaysia 3 - Mar - 2024 7 - Mar - 2024
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Istanbul , Turkey 24 - Mar - 2024 28 - Mar - 2024
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Dubai , UAE 24 - Mar - 2024 28 - Mar - 2024
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Dubai , UAE 17 - Mar - 2024 21 - Mar - 2024
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Madrid , Spain 17 - Mar - 2024 21 - Mar - 2024
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Munich , Germany 17 - Mar - 2024 21 - Mar - 2024
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Berlin , Germany 17 - Mar - 2024 21 - Mar - 2024
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New York , United States 17 - Mar - 2024 21 - Mar - 2024
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Amsterdam , Netherlands 17 - Mar - 2024 21 - Mar - 2024
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Paris , France 10 - Mar - 2024 14 - Mar - 2024
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Hong Kong , Hong Kong 10 - Mar - 2024 14 - Mar - 2024
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Rome , Italy 3 - Mar - 2024 7 - Mar - 2024
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Barcelona , Spain 3 - Mar - 2024 7 - Mar - 2024
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Zurich , Switzerland 3 - Mar - 2024 7 - Mar - 2024
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Bali , Indonesia 24 - Mar - 2024 28 - Mar - 2024
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Singapore , Singapore 24 - Mar - 2024 28 - Mar - 2024
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Washington , United States 24 - Mar - 2024 28 - Mar - 2024
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Paris , France 24 - Mar - 2024 28 - Mar - 2024
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Hong Kong , Hong Kong 24 - Mar - 2024 28 - Mar - 2024
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Paris , France 17 - Mar - 2024 21 - Mar - 2024
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Hong Kong , Hong Kong 17 - Mar - 2024 21 - Mar - 2024
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Istanbul , Turkey 28 - Apr - 2024 2 - May - 2024
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Kuala Lumpur , Malaysia 7 - Apr - 2024 11 - Apr - 2024
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Dubai , UAE 14 - Apr - 2024 18 - Apr - 2024
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London , UK 21 - Apr - 2024 25 - Apr - 2024
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Dubai , UAE 7 - Apr - 2024 11 - Apr - 2024
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Bali , Indonesia 28 - Apr - 2024 2 - May - 2024
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Singapore , Singapore 28 - Apr - 2024 2 - May - 2024
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Washington , United States 28 - Apr - 2024 2 - May - 2024
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Rome , Italy 7 - Apr - 2024 11 - Apr - 2024
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Barcelona , Spain 7 - Apr - 2024 11 - Apr - 2024
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Zurich , Switzerland 7 - Apr - 2024 11 - Apr - 2024
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Paris , France 14 - Apr - 2024 18 - Apr - 2024
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Hong Kong , Hong Kong 14 - Apr - 2024 18 - Apr - 2024
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Madrid , Spain 21 - Apr - 2024 25 - Apr - 2024
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Munich , Germany 21 - Apr - 2024 25 - Apr - 2024
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Berlin , Germany 21 - Apr - 2024 25 - Apr - 2024
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New York , United States 21 - Apr - 2024 25 - Apr - 2024
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Amsterdam , Netherlands 21 - Apr - 2024 25 - Apr - 2024
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Paris , France 7 - Apr - 2024 11 - Apr - 2024
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Hong Kong , Hong Kong 7 - Apr - 2024 11 - Apr - 2024
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London , UK 12 - May - 2024 16 - May - 2024
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Dubai , UAE 5 - May - 2024 9 - May - 2024
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Kuala Lumpur , Malaysia 19 - May - 2024 23 - May - 2024
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Istanbul , Turkey 26 - May - 2024 30 - May - 2024
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Dubai , UAE 26 - May - 2024 30 - May - 2024
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Dubai , UAE 12 - May - 2024 16 - May - 2024
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Madrid , Spain 12 - May - 2024 16 - May - 2024
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Munich , Germany 12 - May - 2024 16 - May - 2024
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Berlin , Germany 12 - May - 2024 16 - May - 2024
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New York , United States 12 - May - 2024 16 - May - 2024
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Amsterdam , Netherlands 12 - May - 2024 16 - May - 2024
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Paris , France 5 - May - 2024 9 - May - 2024
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Hong Kong , Hong Kong 5 - May - 2024 9 - May - 2024
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Rome , Italy 19 - May - 2024 23 - May - 2024
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Barcelona , Spain 19 - May - 2024 23 - May - 2024
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Zurich , Switzerland 19 - May - 2024 23 - May - 2024
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Bali , Indonesia 26 - May - 2024 30 - May - 2024
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Singapore , Singapore 26 - May - 2024 30 - May - 2024
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Washington , United States 26 - May - 2024 30 - May - 2024
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Paris , France 26 - May - 2024 30 - May - 2024
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Hong Kong , Hong Kong 26 - May - 2024 30 - May - 2024
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Paris , France 12 - May - 2024 16 - May - 2024
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Hong Kong , Hong Kong 12 - May - 2024 16 - May - 2024
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Istanbul , Turkey 9 - Jun - 2024 13 - Jun - 2024
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Kuala Lumpur , Malaysia 16 - Jun - 2024 20 - Jun - 2024
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Dubai , UAE 23 - Jun - 2024 27 - Jun - 2024
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London , UK 2 - Jun - 2024 6 - Jun - 2024
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Dubai , UAE 16 - Jun - 2024 20 - Jun - 2024
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Bali , Indonesia 9 - Jun - 2024 13 - Jun - 2024
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Singapore , Singapore 9 - Jun - 2024 13 - Jun - 2024
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Washington , United States 9 - Jun - 2024 13 - Jun - 2024
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Rome , Italy 16 - Jun - 2024 20 - Jun - 2024
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Barcelona , Spain 16 - Jun - 2024 20 - Jun - 2024
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Zurich , Switzerland 16 - Jun - 2024 20 - Jun - 2024
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Paris , France 23 - Jun - 2024 27 - Jun - 2024
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Hong Kong , Hong Kong 23 - Jun - 2024 27 - Jun - 2024
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Madrid , Spain 2 - Jun - 2024 6 - Jun - 2024
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Munich , Germany 2 - Jun - 2024 6 - Jun - 2024
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Berlin , Germany 2 - Jun - 2024 6 - Jun - 2024
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New York , United States 2 - Jun - 2024 6 - Jun - 2024
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Amsterdam , Netherlands 2 - Jun - 2024 6 - Jun - 2024
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Paris , France 16 - Jun - 2024 20 - Jun - 2024
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Hong Kong , Hong Kong 16 - Jun - 2024 20 - Jun - 2024
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London , UK 7 - Jul - 2024 11 - Jul - 2024
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Dubai , UAE 14 - Jul - 2024 18 - Jul - 2024
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Dubai , UAE 21 - Jul - 2024 25 - Jul - 2024
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Istanbul , Turkey 28 - Jul - 2024 1 - Aug - 2024
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Dubai , UAE 28 - Jul - 2024 1 - Aug - 2024
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Dubai , UAE 7 - Jul - 2024 11 - Jul - 2024
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Madrid , Spain 7 - Jul - 2024 11 - Jul - 2024
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Munich , Germany 7 - Jul - 2024 11 - Jul - 2024
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Berlin , Germany 7 - Jul - 2024 11 - Jul - 2024
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New York , United States 7 - Jul - 2024 11 - Jul - 2024
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Amsterdam , Netherlands 7 - Jul - 2024 11 - Jul - 2024
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Paris , France 14 - Jul - 2024 18 - Jul - 2024
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Hong Kong , Hong Kong 14 - Jul - 2024 18 - Jul - 2024
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Paris , France 21 - Jul - 2024 25 - Jul - 2024
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Hong Kong , Hong Kong 21 - Jul - 2024 25 - Jul - 2024
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Bali , Indonesia 28 - Jul - 2024 1 - Aug - 2024
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Singapore , Singapore 28 - Jul - 2024 1 - Aug - 2024
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Washington , United States 28 - Jul - 2024 1 - Aug - 2024
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Paris , France 28 - Jul - 2024 1 - Aug - 2024
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Hong Kong , Hong Kong 28 - Jul - 2024 1 - Aug - 2024
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Paris , France 7 - Jul - 2024 11 - Jul - 2024
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Hong Kong , Hong Kong 7 - Jul - 2024 11 - Jul - 2024
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Istanbul , Turkey 4 - Aug - 2024 8 - Aug - 2024
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Kuala Lumpur , Malaysia 11 - Aug - 2024 15 - Aug - 2024
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Dubai , UAE 18 - Aug - 2024 22 - Aug - 2024
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London , UK 25 - Aug - 2024 29 - Aug - 2024
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Dubai , UAE 11 - Aug - 2024 15 - Aug - 2024
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Bali , Indonesia 4 - Aug - 2024 8 - Aug - 2024
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Singapore , Singapore 4 - Aug - 2024 8 - Aug - 2024
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Washington , United States 4 - Aug - 2024 8 - Aug - 2024
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Rome , Italy 11 - Aug - 2024 15 - Aug - 2024
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Barcelona , Spain 11 - Aug - 2024 15 - Aug - 2024
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Zurich , Switzerland 11 - Aug - 2024 15 - Aug - 2024
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Paris , France 18 - Aug - 2024 22 - Aug - 2024
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Hong Kong , Hong Kong 18 - Aug - 2024 22 - Aug - 2024
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Madrid , Spain 25 - Aug - 2024 29 - Aug - 2024
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Munich , Germany 25 - Aug - 2024 29 - Aug - 2024
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Berlin , Germany 25 - Aug - 2024 29 - Aug - 2024
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New York , United States 25 - Aug - 2024 29 - Aug - 2024
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Amsterdam , Netherlands 25 - Aug - 2024 29 - Aug - 2024
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Paris , France 11 - Aug - 2024 15 - Aug - 2024
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Hong Kong , Hong Kong 11 - Aug - 2024 15 - Aug - 2024
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London , UK 22 - Sep - 2024 26 - Sep - 2024
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Dubai , UAE 1 - Sep - 2024 5 - Sep - 2024
Course Details & Registration
Kuala Lumpur , Malaysia 8 - Sep - 2024 12 - Sep - 2024
Course Details & Registration
Istanbul , Turkey 15 - Sep - 2024 19 - Sep - 2024
Course Details & Registration
Dubai , UAE 15 - Sep - 2024 19 - Sep - 2024
Course Details & Registration
Dubai , UAE 22 - Sep - 2024 26 - Sep - 2024
Course Details & Registration
Madrid , Spain 22 - Sep - 2024 26 - Sep - 2024
Course Details & Registration
Munich , Germany 22 - Sep - 2024 26 - Sep - 2024
Course Details & Registration
Berlin , Germany 22 - Sep - 2024 26 - Sep - 2024
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New York , United States 22 - Sep - 2024 26 - Sep - 2024
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Amsterdam , Netherlands 22 - Sep - 2024 26 - Sep - 2024
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Paris , France 1 - Sep - 2024 5 - Sep - 2024
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Hong Kong , Hong Kong 1 - Sep - 2024 5 - Sep - 2024
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Rome , Italy 8 - Sep - 2024 12 - Sep - 2024
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Barcelona , Spain 8 - Sep - 2024 12 - Sep - 2024
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Zurich , Switzerland 8 - Sep - 2024 12 - Sep - 2024
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Bali , Indonesia 15 - Sep - 2024 19 - Sep - 2024
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Singapore , Singapore 15 - Sep - 2024 19 - Sep - 2024
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Washington , United States 15 - Sep - 2024 19 - Sep - 2024
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Paris , France 15 - Sep - 2024 19 - Sep - 2024
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Hong Kong , Hong Kong 15 - Sep - 2024 19 - Sep - 2024
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Paris , France 22 - Sep - 2024 26 - Sep - 2024
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Hong Kong , Hong Kong 22 - Sep - 2024 26 - Sep - 2024
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Istanbul , Turkey 20 - Oct - 2024 24 - Oct - 2024
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Kuala Lumpur , Malaysia 27 - Oct - 2024 31 - Oct - 2024
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Dubai , UAE 6 - Oct - 2024 10 - Oct - 2024
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London , UK 13 - Oct - 2024 17 - Oct - 2024
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Dubai , UAE 27 - Oct - 2024 31 - Oct - 2024
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Bali , Indonesia 20 - Oct - 2024 24 - Oct - 2024
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Singapore , Singapore 20 - Oct - 2024 24 - Oct - 2024
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Washington , United States 20 - Oct - 2024 24 - Oct - 2024
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Rome , Italy 27 - Oct - 2024 31 - Oct - 2024
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Barcelona , Spain 27 - Oct - 2024 31 - Oct - 2024
Course Details & Registration
Zurich , Switzerland 27 - Oct - 2024 31 - Oct - 2024
Course Details & Registration
Paris , France 6 - Oct - 2024 10 - Oct - 2024
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Hong Kong , Hong Kong 6 - Oct - 2024 10 - Oct - 2024
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Madrid , Spain 13 - Oct - 2024 17 - Oct - 2024
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Munich , Germany 13 - Oct - 2024 17 - Oct - 2024
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Berlin , Germany 13 - Oct - 2024 17 - Oct - 2024
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New York , United States 13 - Oct - 2024 17 - Oct - 2024
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Amsterdam , Netherlands 13 - Oct - 2024 17 - Oct - 2024
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Paris , France 27 - Oct - 2024 31 - Oct - 2024
Course Details & Registration
Hong Kong , Hong Kong 27 - Oct - 2024 31 - Oct - 2024
Course Details & Registration
London , UK 17 - Nov - 2024 21 - Nov - 2024
Course Details & Registration
Dubai , UAE 24 - Nov - 2024 28 - Nov - 2024
Course Details & Registration
Kuala Lumpur , Malaysia 3 - Nov - 2024 7 - Nov - 2024
Course Details & Registration
Istanbul , Turkey 10 - Nov - 2024 14 - Nov - 2024
Course Details & Registration
Dubai , UAE 10 - Nov - 2024 14 - Nov - 2024
Course Details & Registration
Dubai , UAE 17 - Nov - 2024 21 - Nov - 2024
Course Details & Registration
Madrid , Spain 17 - Nov - 2024 21 - Nov - 2024
Course Details & Registration
Munich , Germany 17 - Nov - 2024 21 - Nov - 2024
Course Details & Registration
Berlin , Germany 17 - Nov - 2024 21 - Nov - 2024
Course Details & Registration
New York , United States 17 - Nov - 2024 21 - Nov - 2024
Course Details & Registration
Amsterdam , Netherlands 17 - Nov - 2024 21 - Nov - 2024
Course Details & Registration
Paris , France 24 - Nov - 2024 28 - Nov - 2024
Course Details & Registration
Hong Kong , Hong Kong 24 - Nov - 2024 28 - Nov - 2024
Course Details & Registration
Rome , Italy 3 - Nov - 2024 7 - Nov - 2024
Course Details & Registration
Barcelona , Spain 3 - Nov - 2024 7 - Nov - 2024
Course Details & Registration
Zurich , Switzerland 3 - Nov - 2024 7 - Nov - 2024
Course Details & Registration
Bali , Indonesia 10 - Nov - 2024 14 - Nov - 2024
Course Details & Registration
Singapore , Singapore 10 - Nov - 2024 14 - Nov - 2024
Course Details & Registration
Washington , United States 10 - Nov - 2024 14 - Nov - 2024
Course Details & Registration
Paris , France 10 - Nov - 2024 14 - Nov - 2024
Course Details & Registration
Hong Kong , Hong Kong 10 - Nov - 2024 14 - Nov - 2024
Course Details & Registration
Paris , France 17 - Nov - 2024 21 - Nov - 2024
Course Details & Registration
Hong Kong , Hong Kong 17 - Nov - 2024 21 - Nov - 2024
Course Details & Registration
Istanbul , Turkey 15 - Dec - 2024 19 - Dec - 2024
Course Details & Registration
Kuala Lumpur , Malaysia 22 - Dec - 2024 26 - Dec - 2024
Course Details & Registration
Dubai , UAE 8 - Dec - 2024 12 - Dec - 2024
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London , UK 1 - Dec - 2024 5 - Dec - 2024
Course Details & Registration
Dubai , UAE 22 - Dec - 2024 26 - Dec - 2024
Course Details & Registration
Bali , Indonesia 15 - Dec - 2024 19 - Dec - 2024
Course Details & Registration
Singapore , Singapore 15 - Dec - 2024 19 - Dec - 2024
Course Details & Registration
Washington , United States 15 - Dec - 2024 19 - Dec - 2024
Course Details & Registration
Rome , Italy 22 - Dec - 2024 26 - Dec - 2024
Course Details & Registration
Barcelona , Spain 22 - Dec - 2024 26 - Dec - 2024
Course Details & Registration
Zurich , Switzerland 22 - Dec - 2024 26 - Dec - 2024
Course Details & Registration
Paris , France 8 - Dec - 2024 12 - Dec - 2024
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Hong Kong , Hong Kong 8 - Dec - 2024 12 - Dec - 2024
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Madrid , Spain 1 - Dec - 2024 5 - Dec - 2024
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Munich , Germany 1 - Dec - 2024 5 - Dec - 2024
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Berlin , Germany 1 - Dec - 2024 5 - Dec - 2024
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New York , United States 1 - Dec - 2024 5 - Dec - 2024
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Amsterdam , Netherlands 1 - Dec - 2024 5 - Dec - 2024
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Paris , France 22 - Dec - 2024 26 - Dec - 2024
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Hong Kong , Hong Kong 22 - Dec - 2024 26 - Dec - 2024
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Course Syllabus

Introduction

  • If your organisation wants to increase customer satisfaction
  • If you want to retain more customers
  • If you want to differentiate your brand in the marketplace

this programme will help you to deliver these aspirations through Customer Service excellence

A company’s most vital asset is its customers. Without them, we could not exist in business. When you satisfy our customers, they not only help your organisation grow by continuing to do business with you, but they are more likely to recommend you to friends and associates. Organisations which demonstrate a consistent customer service strategy, commitment to investing in a high-performance workforce and customer-focussed systems enable extraordinary service delivery and enhanced customer relationships. This highly interactive and enjoyable programme examines in depth how to build lasting rapport with your customers uncovering their needs to build world class customer service in any medium that will:

  • Show your customers how important you believe they are
  • Ensure customers will enjoy dealing with you and will do more business
  • Mean you will retain more of your customers which is cheaper than recruiting new ones
  • Enable many of your customers will become advocates for your business in person and on-line creating word of mouth advertising – the most effective and cheapest kind
  • Help you stand out from your competitors
  • Make your workplace more enjoyable and so improve staff retention which saves on recruitment and training costs

Objectives

This programme has been designed to help participants develop the vital skills to manage positive customer care. With the knowledge, they will be able to deal with customers effectively, maximize their potential, and exceed their expectations.
By the end of the training participants will be able to:

  • Understand the need for customer care skills
  • Identify strengths and weaknesses in the organisations customer care approach.
  • Ability to use influencing skills to build long term relationships with key customers
  • Describe different customer behaviour styles
  • Be able to maximise the opportunity given by a complaining customer
  • Clearly understand what exceptional customer care looks like, and develop tactics to demonstrate this level of service
  • Understand the importance, and use of, the telephone, the internet and social media in delivering exceptional customer service
  • Understand how to deal effectively with anger, aggression and complaints
  • Understand the importance of security and personal security
  • Assess and analyse customer satisfaction.

Content

Day one

The world of customer service excellence

  • Excellence in customer service and what it looks like
  • Identifying how excellence in front-line customer service is delivered and managed
  • Assessing the quality of the service that you offer
  • Concepts of customer care and the customer decision process
  • Models for managing customer care,
  • The psychology of customer care – an outline.
  • Dealing with criticism, controlling anger and aggression
  • Understanding what your customers say about you and your organisation

Day two

Gaining a greater understanding of your company’s service delivery

  • The connection between customer service and reputation
  • Examining the evidence for investing in excellent customer service
  • Understanding Porters Value Chain – how do you create value for your customers
  • Who are your internal suppliers and customers?
  • What are the systems that help you all to deliver excellence to the customer?
  • Building lasting rapport with your customers – internal and external
  • Creating a lasting first impression
  • Step into another person’s shoes to better appreciate their experiences and motivations

Day Three

Communication masterclass

  • Achieving crystal clear communication?
  • Powerful listening and questioning techniques to understand what customers need
  • Typical customer behaviour patterns
  • Body language clues that show how others are thinking and responding to you
  • Lenses or filters to communication
  • Communications models
  • Using perceptual positions to understand your customers’ point of view
  • Choosing communication channels to increase engagement

Day Four

Managing the delivery of customer service excellence

  • Delivering a next generation customer experience
  • Developing a customer strategy – planning for an interactive business relationship
  • Change management of processes, metrics, incentives and skills to deliver the customer experience
  • Benchmarking to achieve competitive differentiation
  • Setting up internal information supply streams that flow through and around the organisation
  • Knowledge management as a customer service tool
  • Using a performance management framework
  • Coaching – a tool for self and others
  • Influencing exercises

Day Five

Action planning to achieve customer service excellence

  • Developing a plan to deliver excellence
  • Presenting your plan to top-tier management
  • Assertiveness and what it means
  • Dealing with difficult people in an assertive way
  • Maintaining high standards of customer service
  • Reviewing the service that you offer and reacting accordingly
  • Embracing change for the good of all
  • Personal development planning

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