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
  • 135 Training Sessions
  • Confirmed
  • One Week
Advanced Customer Service Management Training Course

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Type a city name or a month
Venue Start Date End Date Net Fees Details & Registration
Dubai , UAE 21 - Jul - 2024 25 - Jul - 2024 4987.5 GBP
Hong Kong , Hong Kong 21 - Jul - 2024 25 - Jul - 2024 8500 GBP
Paris , France 21 - Jul - 2024 25 - Jul - 2024 6700 GBP
Bali , Indonesia 28 - Jul - 2024 1 - Aug - 2024 8100 GBP
Istanbul , Turkey 28 - Jul - 2024 1 - Aug - 2024 4700 GBP
Washington , United States 28 - Jul - 2024 1 - Aug - 2024 11000 GBP
Singapore , Singapore 28 - Jul - 2024 1 - Aug - 2024 7500 GBP
Paris , France 28 - Jul - 2024 1 - Aug - 2024 6700 GBP
Dubai , UAE 28 - Jul - 2024 1 - Aug - 2024 4987.5 GBP
Hong Kong , Hong Kong 28 - Jul - 2024 1 - Aug - 2024 8500 GBP
Tokyo , Japan 21 - Jul - 2024 25 - Jul - 2024 9750 GBP
Tokyo , Japan 28 - Jul - 2024 1 - Aug - 2024 9750 GBP
Bali , Indonesia 4 - Aug - 2024 8 - Aug - 2024 8100 GBP
Istanbul , Turkey 4 - Aug - 2024 8 - Aug - 2024 4700 GBP
Washington , United States 4 - Aug - 2024 8 - Aug - 2024 11000 GBP
Singapore , Singapore 4 - Aug - 2024 8 - Aug - 2024 7500 GBP
Rome , Italy 11 - Aug - 2024 15 - Aug - 2024 7300 GBP
Kuala Lumpur , Malaysia 11 - Aug - 2024 15 - Aug - 2024 4750 GBP
Zurich , Switzerland 11 - Aug - 2024 15 - Aug - 2024 7950 GBP
Barcelona , Spain 11 - Aug - 2024 15 - Aug - 2024 6950 GBP
Paris , France 18 - Aug - 2024 22 - Aug - 2024 6700 GBP
Dubai , UAE 18 - Aug - 2024 22 - Aug - 2024 4987.5 GBP
Hong Kong , Hong Kong 18 - Aug - 2024 22 - Aug - 2024 8500 GBP
London , UK 25 - Aug - 2024 29 - Aug - 2024 4950 GBP
Munich , Germany 25 - Aug - 2024 29 - Aug - 2024 7900 GBP
Madrid , Spain 25 - Aug - 2024 29 - Aug - 2024 6950 GBP
New York , United States 25 - Aug - 2024 29 - Aug - 2024 10900 GBP
Berlin , Germany 25 - Aug - 2024 29 - Aug - 2024 7900 GBP
Amsterdam , Netherlands 25 - Aug - 2024 29 - Aug - 2024 8100 GBP
Paris , France 11 - Aug - 2024 15 - Aug - 2024 6700 GBP
Dubai , UAE 11 - Aug - 2024 15 - Aug - 2024 4987.5 GBP
Hong Kong , Hong Kong 11 - Aug - 2024 15 - Aug - 2024 8500 GBP
Tokyo , Japan 18 - Aug - 2024 22 - Aug - 2024 9750 GBP
Milan , Italy 25 - Aug - 2024 29 - Aug - 2024 6950 GBP
Tokyo , Japan 11 - Aug - 2024 15 - Aug - 2024 9750 GBP
Madrid , Spain 22 - Sep - 2024 26 - Sep - 2024 6950 GBP
Munich , Germany 22 - Sep - 2024 26 - Sep - 2024 7900 GBP
London , UK 22 - Sep - 2024 26 - Sep - 2024 4950 GBP
New York , United States 22 - Sep - 2024 26 - Sep - 2024 10900 GBP
Berlin , Germany 22 - Sep - 2024 26 - Sep - 2024 7900 GBP
Amsterdam , Netherlands 22 - Sep - 2024 26 - Sep - 2024 8100 GBP
Paris , France 1 - Sep - 2024 5 - Sep - 2024 6700 GBP
Dubai , UAE 1 - Sep - 2024 5 - Sep - 2024 4987.5 GBP
Hong Kong , Hong Kong 1 - Sep - 2024 5 - Sep - 2024 8500 GBP
Kuala Lumpur , Malaysia 8 - Sep - 2024 12 - Sep - 2024 4750 GBP
Barcelona , Spain 8 - Sep - 2024 12 - Sep - 2024 6950 GBP
Rome , Italy 8 - Sep - 2024 12 - Sep - 2024 7300 GBP
Zurich , Switzerland 8 - Sep - 2024 12 - Sep - 2024 7950 GBP
Bali , Indonesia 15 - Sep - 2024 19 - Sep - 2024 8100 GBP
Istanbul , Turkey 15 - Sep - 2024 19 - Sep - 2024 4700 GBP
Washington , United States 15 - Sep - 2024 19 - Sep - 2024 11000 GBP
Singapore , Singapore 15 - Sep - 2024 19 - Sep - 2024 7500 GBP
Dubai , UAE 15 - Sep - 2024 19 - Sep - 2024 4987.5 GBP
Hong Kong , Hong Kong 15 - Sep - 2024 19 - Sep - 2024 8500 GBP
Paris , France 15 - Sep - 2024 19 - Sep - 2024 6700 GBP
Dubai , UAE 22 - Sep - 2024 26 - Sep - 2024 4987.5 GBP
Hong Kong , Hong Kong 22 - Sep - 2024 26 - Sep - 2024 8500 GBP
Paris , France 22 - Sep - 2024 26 - Sep - 2024 6700 GBP
Milan , Italy 22 - Sep - 2024 26 - Sep - 2024 6950 GBP
Tokyo , Japan 1 - Sep - 2024 5 - Sep - 2024 9750 GBP
Tokyo , Japan 15 - Sep - 2024 19 - Sep - 2024 9750 GBP
Tokyo , Japan 22 - Sep - 2024 26 - Sep - 2024 9750 GBP
Bali , Indonesia 20 - Oct - 2024 24 - Oct - 2024 8100 GBP
Istanbul , Turkey 20 - Oct - 2024 24 - Oct - 2024 4700 GBP
Washington , United States 20 - Oct - 2024 24 - Oct - 2024 11000 GBP
Singapore , Singapore 20 - Oct - 2024 24 - Oct - 2024 7500 GBP
Rome , Italy 27 - Oct - 2024 31 - Oct - 2024 7300 GBP
Kuala Lumpur , Malaysia 27 - Oct - 2024 31 - Oct - 2024 4750 GBP
Zurich , Switzerland 27 - Oct - 2024 31 - Oct - 2024 7950 GBP
Barcelona , Spain 27 - Oct - 2024 31 - Oct - 2024 6950 GBP
Paris , France 6 - Oct - 2024 10 - Oct - 2024 6700 GBP
Dubai , UAE 6 - Oct - 2024 10 - Oct - 2024 4987.5 GBP
Hong Kong , Hong Kong 6 - Oct - 2024 10 - Oct - 2024 8500 GBP
London , UK 13 - Oct - 2024 17 - Oct - 2024 4950 GBP
Munich , Germany 13 - Oct - 2024 17 - Oct - 2024 7900 GBP
Madrid , Spain 13 - Oct - 2024 17 - Oct - 2024 6950 GBP
New York , United States 13 - Oct - 2024 17 - Oct - 2024 10900 GBP
Berlin , Germany 13 - Oct - 2024 17 - Oct - 2024 7900 GBP
Amsterdam , Netherlands 13 - Oct - 2024 17 - Oct - 2024 8100 GBP
Paris , France 27 - Oct - 2024 31 - Oct - 2024 6700 GBP
Dubai , UAE 27 - Oct - 2024 31 - Oct - 2024 4987.5 GBP
Hong Kong , Hong Kong 27 - Oct - 2024 31 - Oct - 2024 8500 GBP
Tokyo , Japan 6 - Oct - 2024 10 - Oct - 2024 9750 GBP
Milan , Italy 13 - Oct - 2024 17 - Oct - 2024 6950 GBP
Tokyo , Japan 27 - Oct - 2024 31 - Oct - 2024 9750 GBP
London , UK 17 - Nov - 2024 21 - Nov - 2024 4950 GBP
Munich , Germany 17 - Nov - 2024 21 - Nov - 2024 7900 GBP
Madrid , Spain 17 - Nov - 2024 21 - Nov - 2024 6950 GBP
New York , United States 17 - Nov - 2024 21 - Nov - 2024 10900 GBP
Berlin , Germany 17 - Nov - 2024 21 - Nov - 2024 7900 GBP
Amsterdam , Netherlands 17 - Nov - 2024 21 - Nov - 2024 8100 GBP
Paris , France 24 - Nov - 2024 28 - Nov - 2024 6700 GBP
Dubai , UAE 24 - Nov - 2024 28 - Nov - 2024 4987.5 GBP
Hong Kong , Hong Kong 24 - Nov - 2024 28 - Nov - 2024 8500 GBP
Kuala Lumpur , Malaysia 3 - Nov - 2024 7 - Nov - 2024 4750 GBP
Barcelona , Spain 3 - Nov - 2024 7 - Nov - 2024 6950 GBP
Rome , Italy 3 - Nov - 2024 7 - Nov - 2024 7300 GBP
Zurich , Switzerland 3 - Nov - 2024 7 - Nov - 2024 7950 GBP
Bali , Indonesia 10 - Nov - 2024 14 - Nov - 2024 8100 GBP
Istanbul , Turkey 10 - Nov - 2024 14 - Nov - 2024 4700 GBP
Washington , United States 10 - Nov - 2024 14 - Nov - 2024 11000 GBP
Singapore , Singapore 10 - Nov - 2024 14 - Nov - 2024 7500 GBP
Paris , France 10 - Nov - 2024 14 - Nov - 2024 6700 GBP
Dubai , UAE 10 - Nov - 2024 14 - Nov - 2024 4987.5 GBP
Hong Kong , Hong Kong 10 - Nov - 2024 14 - Nov - 2024 8500 GBP
Paris , France 17 - Nov - 2024 21 - Nov - 2024 6700 GBP
Dubai , UAE 17 - Nov - 2024 21 - Nov - 2024 4987.5 GBP
Hong Kong , Hong Kong 17 - Nov - 2024 21 - Nov - 2024 8500 GBP
Milan , Italy 17 - Nov - 2024 21 - Nov - 2024 6950 GBP
Tokyo , Japan 24 - Nov - 2024 28 - Nov - 2024 9750 GBP
Tokyo , Japan 10 - Nov - 2024 14 - Nov - 2024 9750 GBP
Tokyo , Japan 17 - Nov - 2024 21 - Nov - 2024 9750 GBP
Bali , Indonesia 15 - Dec - 2024 19 - Dec - 2024 8100 GBP
Istanbul , Turkey 15 - Dec - 2024 19 - Dec - 2024 4700 GBP
Washington , United States 15 - Dec - 2024 19 - Dec - 2024 11000 GBP
Singapore , Singapore 15 - Dec - 2024 19 - Dec - 2024 7500 GBP
Kuala Lumpur , Malaysia 22 - Dec - 2024 26 - Dec - 2024 4750 GBP
Barcelona , Spain 22 - Dec - 2024 26 - Dec - 2024 6950 GBP
Rome , Italy 22 - Dec - 2024 26 - Dec - 2024 7300 GBP
Zurich , Switzerland 22 - Dec - 2024 26 - Dec - 2024 7950 GBP
Paris , France 8 - Dec - 2024 12 - Dec - 2024 6700 GBP
Dubai , UAE 8 - Dec - 2024 12 - Dec - 2024 4987.5 GBP
Hong Kong , Hong Kong 8 - Dec - 2024 12 - Dec - 2024 8500 GBP
London , UK 1 - Dec - 2024 5 - Dec - 2024 4950 GBP
Munich , Germany 1 - Dec - 2024 5 - Dec - 2024 7900 GBP
Madrid , Spain 1 - Dec - 2024 5 - Dec - 2024 6950 GBP
New York , United States 1 - Dec - 2024 5 - Dec - 2024 10900 GBP
Berlin , Germany 1 - Dec - 2024 5 - Dec - 2024 7900 GBP
Amsterdam , Netherlands 1 - Dec - 2024 5 - Dec - 2024 8100 GBP
Paris , France 22 - Dec - 2024 26 - Dec - 2024 6700 GBP
Dubai , UAE 22 - Dec - 2024 26 - Dec - 2024 4987.5 GBP
Hong Kong , Hong Kong 22 - Dec - 2024 26 - Dec - 2024 8500 GBP
Tokyo , Japan 8 - Dec - 2024 12 - Dec - 2024 9750 GBP
Milan , Italy 1 - Dec - 2024 5 - Dec - 2024 6950 GBP
Tokyo , Japan 22 - Dec - 2024 26 - Dec - 2024 9750 GBP

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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