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
  • 248 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
Bali , Indonesia 23 - Feb - 2025 27 - Feb - 2025 8100 GBP
Istanbul , Turkey 23 - Feb - 2025 27 - Feb - 2025 4700 GBP
Washington , United States 23 - Feb - 2025 27 - Feb - 2025 11000 GBP
Singapore , Singapore 23 - Feb - 2025 27 - Feb - 2025 7500 GBP
Rome , Italy 16 - Feb - 2025 20 - Feb - 2025 7300 GBP
Kuala Lumpur , Malaysia 16 - Feb - 2025 20 - Feb - 2025 4750 GBP
Zurich , Switzerland 16 - Feb - 2025 20 - Feb - 2025 7950 GBP
Barcelona , Spain 16 - Feb - 2025 20 - Feb - 2025 6950 GBP
Dubai , UAE 16 - Feb - 2025 20 - Feb - 2025 4987.5 GBP
Hong Kong , Hong Kong 16 - Feb - 2025 20 - Feb - 2025 8500 GBP
Paris , France 16 - Feb - 2025 20 - Feb - 2025 6700 GBP
Tokyo , Japan 16 - Feb - 2025 20 - Feb - 2025 9750 GBP
Taipei , Taiwan 23 - Feb - 2025 27 - Feb - 2025 9300 GBP
Interlaken , Switzerland 16 - Feb - 2025 20 - Feb - 2025 8950 GBP
Sydney , Australia 16 - Feb - 2025 20 - Feb - 2025 10900 GBP
Geneva , Switzerland 16 - Feb - 2025 20 - Feb - 2025 8950 GBP
Madrid , Spain 16 - Mar - 2025 20 - Mar - 2025 6950 GBP
Munich , Germany 16 - Mar - 2025 20 - Mar - 2025 7900 GBP
London , UK 16 - Mar - 2025 20 - Mar - 2025 4950 GBP
New York , United States 16 - Mar - 2025 20 - Mar - 2025 10900 GBP
Berlin , Germany 16 - Mar - 2025 20 - Mar - 2025 7900 GBP
Milan , Italy 16 - Mar - 2025 20 - Mar - 2025 6950 GBP
Amsterdam , Netherlands 16 - Mar - 2025 20 - Mar - 2025 8100 GBP
Paris , France 9 - Mar - 2025 13 - Mar - 2025 6700 GBP
Dubai , UAE 9 - Mar - 2025 13 - Mar - 2025 4987.5 GBP
Tokyo , Japan 9 - Mar - 2025 13 - Mar - 2025 9750 GBP
Hong Kong , Hong Kong 9 - Mar - 2025 13 - Mar - 2025 8500 GBP
Kuala Lumpur , Malaysia 2 - Mar - 2025 6 - Mar - 2025 4750 GBP
Barcelona , Spain 2 - Mar - 2025 6 - Mar - 2025 6950 GBP
Rome , Italy 2 - Mar - 2025 6 - Mar - 2025 7300 GBP
Zurich , Switzerland 2 - Mar - 2025 6 - Mar - 2025 7950 GBP
Bali , Indonesia 23 - Mar - 2025 27 - Mar - 2025 8100 GBP
Istanbul , Turkey 23 - Mar - 2025 27 - Mar - 2025 4700 GBP
Washington , United States 23 - Mar - 2025 27 - Mar - 2025 11000 GBP
Singapore , Singapore 23 - Mar - 2025 27 - Mar - 2025 7500 GBP
Paris , France 23 - Mar - 2025 27 - Mar - 2025 6700 GBP
Dubai , UAE 23 - Mar - 2025 27 - Mar - 2025 4987.5 GBP
Hong Kong , Hong Kong 23 - Mar - 2025 27 - Mar - 2025 8500 GBP
Tokyo , Japan 23 - Mar - 2025 27 - Mar - 2025 9750 GBP
Paris , France 16 - Mar - 2025 20 - Mar - 2025 6700 GBP
Dubai , UAE 16 - Mar - 2025 20 - Mar - 2025 4987.5 GBP
Tokyo , Japan 16 - Mar - 2025 20 - Mar - 2025 9750 GBP
Hong Kong , Hong Kong 16 - Mar - 2025 20 - Mar - 2025 8500 GBP
Geneva , Switzerland 9 - Mar - 2025 13 - Mar - 2025 8950 GBP
Interlaken , Switzerland 2 - Mar - 2025 6 - Mar - 2025 8950 GBP
Sydney , Australia 2 - Mar - 2025 6 - Mar - 2025 10900 GBP
Taipei , Taiwan 23 - Mar - 2025 27 - Mar - 2025 9300 GBP
Geneva , Switzerland 23 - Mar - 2025 27 - Mar - 2025 8950 GBP
Geneva , Switzerland 16 - Mar - 2025 20 - Mar - 2025 8950 GBP
Bali , Indonesia 27 - Apr - 2025 1 - May - 2025 8100 GBP
Istanbul , Turkey 27 - Apr - 2025 1 - May - 2025 4700 GBP
Washington , United States 27 - Apr - 2025 1 - May - 2025 11000 GBP
Singapore , Singapore 27 - Apr - 2025 1 - May - 2025 7500 GBP
Kuala Lumpur , Malaysia 6 - Apr - 2025 10 - Apr - 2025 4750 GBP
Barcelona , Spain 6 - Apr - 2025 10 - Apr - 2025 6950 GBP
Rome , Italy 6 - Apr - 2025 10 - Apr - 2025 7300 GBP
Zurich , Switzerland 6 - Apr - 2025 10 - Apr - 2025 7950 GBP
Paris , France 13 - Apr - 2025 17 - Apr - 2025 6700 GBP
Dubai , UAE 13 - Apr - 2025 17 - Apr - 2025 4987.5 GBP
Hong Kong , Hong Kong 13 - Apr - 2025 17 - Apr - 2025 8500 GBP
Tokyo , Japan 13 - Apr - 2025 17 - Apr - 2025 9750 GBP
London , UK 20 - Apr - 2025 24 - Apr - 2025 4950 GBP
Munich , Germany 20 - Apr - 2025 24 - Apr - 2025 7900 GBP
Madrid , Spain 20 - Apr - 2025 24 - Apr - 2025 6950 GBP
New York , United States 20 - Apr - 2025 24 - Apr - 2025 10900 GBP
Berlin , Germany 20 - Apr - 2025 24 - Apr - 2025 7900 GBP
Amsterdam , Netherlands 20 - Apr - 2025 24 - Apr - 2025 8100 GBP
Milan , Italy 20 - Apr - 2025 24 - Apr - 2025 6950 GBP
Dubai , UAE 6 - Apr - 2025 10 - Apr - 2025 4987.5 GBP
Hong Kong , Hong Kong 6 - Apr - 2025 10 - Apr - 2025 8500 GBP
Paris , France 6 - Apr - 2025 10 - Apr - 2025 6700 GBP
Tokyo , Japan 6 - Apr - 2025 10 - Apr - 2025 9750 GBP
Taipei , Taiwan 27 - Apr - 2025 1 - May - 2025 9300 GBP
Interlaken , Switzerland 6 - Apr - 2025 10 - Apr - 2025 8950 GBP
Sydney , Australia 6 - Apr - 2025 10 - Apr - 2025 10900 GBP
Geneva , Switzerland 13 - Apr - 2025 17 - Apr - 2025 8950 GBP
Geneva , Switzerland 6 - Apr - 2025 10 - Apr - 2025 8950 GBP
Madrid , Spain 11 - May - 2025 15 - May - 2025 6950 GBP
London , UK 11 - May - 2025 15 - May - 2025 4950 GBP
Berlin , Germany 11 - May - 2025 15 - May - 2025 7900 GBP
Munich , Germany 11 - May - 2025 15 - May - 2025 7900 GBP
Amsterdam , Netherlands 11 - May - 2025 15 - May - 2025 8100 GBP
New York , United States 11 - May - 2025 15 - May - 2025 10900 GBP
Milan , Italy 11 - May - 2025 15 - May - 2025 6950 GBP
Paris , France 4 - May - 2025 8 - May - 2025 6700 GBP
Dubai , UAE 4 - May - 2025 8 - May - 2025 4987.5 GBP
Hong Kong , Hong Kong 4 - May - 2025 8 - May - 2025 8500 GBP
Tokyo , Japan 4 - May - 2025 8 - May - 2025 9750 GBP
Kuala Lumpur , Malaysia 18 - May - 2025 22 - May - 2025 4750 GBP
Barcelona , Spain 18 - May - 2025 22 - May - 2025 6950 GBP
Rome , Italy 18 - May - 2025 22 - May - 2025 7300 GBP
Zurich , Switzerland 18 - May - 2025 22 - May - 2025 7950 GBP
Bali , Indonesia 25 - May - 2025 29 - May - 2025 8100 GBP
Istanbul , Turkey 25 - May - 2025 29 - May - 2025 4700 GBP
Washington , United States 25 - May - 2025 29 - May - 2025 11000 GBP
Singapore , Singapore 25 - May - 2025 29 - May - 2025 7500 GBP
Paris , France 25 - May - 2025 29 - May - 2025 6700 GBP
Dubai , UAE 25 - May - 2025 29 - May - 2025 4987.5 GBP
Hong Kong , Hong Kong 25 - May - 2025 29 - May - 2025 8500 GBP
Tokyo , Japan 25 - May - 2025 29 - May - 2025 9750 GBP
Paris , France 11 - May - 2025 15 - May - 2025 6700 GBP
Dubai , UAE 11 - May - 2025 15 - May - 2025 4987.5 GBP
Hong Kong , Hong Kong 11 - May - 2025 15 - May - 2025 8500 GBP
Tokyo , Japan 11 - May - 2025 15 - May - 2025 9750 GBP
Geneva , Switzerland 4 - May - 2025 8 - May - 2025 8950 GBP
Interlaken , Switzerland 18 - May - 2025 22 - May - 2025 8950 GBP
Sydney , Australia 18 - May - 2025 22 - May - 2025 10900 GBP
Taipei , Taiwan 25 - May - 2025 29 - May - 2025 9300 GBP
Geneva , Switzerland 25 - May - 2025 29 - May - 2025 8950 GBP
Geneva , Switzerland 11 - May - 2025 15 - May - 2025 8950 GBP
Bali , Indonesia 8 - Jun - 2025 12 - Jun - 2025 8100 GBP
Istanbul , Turkey 8 - Jun - 2025 12 - Jun - 2025 4700 GBP
Washington , United States 8 - Jun - 2025 12 - Jun - 2025 11000 GBP
Singapore , Singapore 8 - Jun - 2025 12 - Jun - 2025 7500 GBP
Kuala Lumpur , Malaysia 15 - Jun - 2025 19 - Jun - 2025 4750 GBP
Barcelona , Spain 15 - Jun - 2025 19 - Jun - 2025 6950 GBP
Rome , Italy 15 - Jun - 2025 19 - Jun - 2025 7300 GBP
Zurich , Switzerland 15 - Jun - 2025 19 - Jun - 2025 7950 GBP
Dubai , UAE 22 - Jun - 2025 26 - Jun - 2025 4987.5 GBP
Hong Kong , Hong Kong 22 - Jun - 2025 26 - Jun - 2025 8500 GBP
Paris , France 22 - Jun - 2025 26 - Jun - 2025 6700 GBP
Tokyo , Japan 22 - Jun - 2025 26 - Jun - 2025 9750 GBP
London , UK 1 - Jun - 2025 5 - Jun - 2025 4950 GBP
Munich , Germany 1 - Jun - 2025 5 - Jun - 2025 7900 GBP
Madrid , Spain 1 - Jun - 2025 5 - Jun - 2025 6950 GBP
New York , United States 1 - Jun - 2025 5 - Jun - 2025 10900 GBP
Berlin , Germany 1 - Jun - 2025 5 - Jun - 2025 7900 GBP
Milan , Italy 1 - Jun - 2025 5 - Jun - 2025 6950 GBP
Amsterdam , Netherlands 1 - Jun - 2025 5 - Jun - 2025 8100 GBP
Dubai , UAE 15 - Jun - 2025 19 - Jun - 2025 4987.5 GBP
Hong Kong , Hong Kong 15 - Jun - 2025 19 - Jun - 2025 8500 GBP
Paris , France 15 - Jun - 2025 19 - Jun - 2025 6700 GBP
Tokyo , Japan 15 - Jun - 2025 19 - Jun - 2025 9750 GBP
Taipei , Taiwan 8 - Jun - 2025 12 - Jun - 2025 9300 GBP
Interlaken , Switzerland 15 - Jun - 2025 19 - Jun - 2025 8950 GBP
Sydney , Australia 15 - Jun - 2025 19 - Jun - 2025 10900 GBP
Geneva , Switzerland 22 - Jun - 2025 26 - Jun - 2025 8950 GBP
Geneva , Switzerland 15 - Jun - 2025 19 - Jun - 2025 8950 GBP
London , UK 6 - Jul - 2025 10 - Jul - 2025 4950 GBP
Munich , Germany 6 - Jul - 2025 10 - Jul - 2025 7900 GBP
Madrid , Spain 6 - Jul - 2025 10 - Jul - 2025 6950 GBP
New York , United States 6 - Jul - 2025 10 - Jul - 2025 10900 GBP
Berlin , Germany 6 - Jul - 2025 10 - Jul - 2025 7900 GBP
Amsterdam , Netherlands 6 - Jul - 2025 10 - Jul - 2025 8100 GBP
Milan , Italy 6 - Jul - 2025 10 - Jul - 2025 6950 GBP
Dubai , UAE 13 - Jul - 2025 17 - Jul - 2025 4987.5 GBP
Hong Kong , Hong Kong 13 - Jul - 2025 17 - Jul - 2025 8500 GBP
Paris , France 13 - Jul - 2025 17 - Jul - 2025 6700 GBP
Dubai , UAE 20 - Jul - 2025 24 - Jul - 2025 4987.5 GBP
Tokyo , Japan 13 - Jul - 2025 17 - Jul - 2025 9750 GBP
Hong Kong , Hong Kong 20 - Jul - 2025 24 - Jul - 2025 8500 GBP
Paris , France 20 - Jul - 2025 24 - Jul - 2025 6700 GBP
Tokyo , Japan 20 - Jul - 2025 24 - Jul - 2025 9750 GBP
Bali , Indonesia 27 - Jul - 2025 31 - Jul - 2025 8100 GBP
Istanbul , Turkey 27 - Jul - 2025 31 - Jul - 2025 4700 GBP
Washington , United States 27 - Jul - 2025 31 - Jul - 2025 11000 GBP
Singapore , Singapore 27 - Jul - 2025 31 - Jul - 2025 7500 GBP
Dubai , UAE 27 - Jul - 2025 31 - Jul - 2025 4987.5 GBP
Hong Kong , Hong Kong 27 - Jul - 2025 31 - Jul - 2025 8500 GBP
Paris , France 27 - Jul - 2025 31 - Jul - 2025 6700 GBP
Tokyo , Japan 27 - Jul - 2025 31 - Jul - 2025 9750 GBP
Dubai , UAE 6 - Jul - 2025 10 - Jul - 2025 4987.5 GBP
Hong Kong , Hong Kong 6 - Jul - 2025 10 - Jul - 2025 8500 GBP
Paris , France 6 - Jul - 2025 10 - Jul - 2025 6700 GBP
Tokyo , Japan 6 - Jul - 2025 10 - Jul - 2025 9750 GBP
Geneva , Switzerland 13 - Jul - 2025 17 - Jul - 2025 8950 GBP
Geneva , Switzerland 20 - Jul - 2025 24 - Jul - 2025 8950 GBP
Taipei , Taiwan 27 - Jul - 2025 31 - Jul - 2025 9300 GBP
Geneva , Switzerland 27 - Jul - 2025 31 - Jul - 2025 8950 GBP
Geneva , Switzerland 6 - Jul - 2025 10 - Jul - 2025 8950 GBP
Bali , Indonesia 3 - Aug - 2025 7 - Aug - 2025 8100 GBP
Istanbul , Turkey 3 - Aug - 2025 7 - Aug - 2025 4700 GBP
Washington , United States 3 - Aug - 2025 7 - Aug - 2025 11000 GBP
Singapore , Singapore 3 - Aug - 2025 7 - Aug - 2025 7500 GBP
Kuala Lumpur , Malaysia 10 - Aug - 2025 14 - Aug - 2025 4750 GBP
Barcelona , Spain 10 - Aug - 2025 14 - Aug - 2025 6950 GBP
Rome , Italy 10 - Aug - 2025 14 - Aug - 2025 7300 GBP
Zurich , Switzerland 10 - Aug - 2025 14 - Aug - 2025 7950 GBP
Dubai , UAE 17 - Aug - 2025 21 - Aug - 2025 4987.5 GBP
Hong Kong , Hong Kong 17 - Aug - 2025 21 - Aug - 2025 8500 GBP
Paris , France 17 - Aug - 2025 21 - Aug - 2025 6700 GBP
Tokyo , Japan 17 - Aug - 2025 21 - Aug - 2025 9750 GBP
Madrid , Spain 24 - Aug - 2025 28 - Aug - 2025 6950 GBP
London , UK 24 - Aug - 2025 28 - Aug - 2025 4950 GBP
Berlin , Germany 24 - Aug - 2025 28 - Aug - 2025 7900 GBP
Munich , Germany 24 - Aug - 2025 28 - Aug - 2025 7900 GBP
New York , United States 24 - Aug - 2025 28 - Aug - 2025 10900 GBP
Amsterdam , Netherlands 24 - Aug - 2025 28 - Aug - 2025 8100 GBP
Milan , Italy 24 - Aug - 2025 28 - Aug - 2025 6950 GBP
Dubai , UAE 10 - Aug - 2025 14 - Aug - 2025 4987.5 GBP
Hong Kong , Hong Kong 10 - Aug - 2025 14 - Aug - 2025 8500 GBP
Paris , France 10 - Aug - 2025 14 - Aug - 2025 6700 GBP
Tokyo , Japan 10 - Aug - 2025 14 - Aug - 2025 9750 GBP
Taipei , Taiwan 3 - Aug - 2025 7 - Aug - 2025 9300 GBP
Interlaken , Switzerland 10 - Aug - 2025 14 - Aug - 2025 8950 GBP
Sydney , Australia 10 - Aug - 2025 14 - Aug - 2025 10900 GBP
Geneva , Switzerland 17 - Aug - 2025 21 - Aug - 2025 8950 GBP
Geneva , Switzerland 10 - Aug - 2025 14 - Aug - 2025 8950 GBP
London , UK 28 - Sep - 2025 2 - Oct - 2025 4950 GBP
Munich , Germany 28 - Sep - 2025 2 - Oct - 2025 7900 GBP
Madrid , Spain 28 - Sep - 2025 2 - Oct - 2025 6950 GBP
New York , United States 28 - Sep - 2025 2 - Oct - 2025 10900 GBP
Berlin , Germany 28 - Sep - 2025 2 - Oct - 2025 7900 GBP
Milan , Italy 28 - Sep - 2025 2 - Oct - 2025 6950 GBP
Amsterdam , Netherlands 28 - Sep - 2025 2 - Oct - 2025 8100 GBP
Dubai , UAE 7 - Sep - 2025 11 - Sep - 2025 4987.5 GBP
Hong Kong , Hong Kong 7 - Sep - 2025 11 - Sep - 2025 8500 GBP
Paris , France 7 - Sep - 2025 11 - Sep - 2025 6700 GBP
Tokyo , Japan 7 - Sep - 2025 11 - Sep - 2025 9750 GBP
Rome , Italy 14 - Sep - 2025 18 - Sep - 2025 7300 GBP
Kuala Lumpur , Malaysia 14 - Sep - 2025 18 - Sep - 2025 4750 GBP
Barcelona , Spain 14 - Sep - 2025 18 - Sep - 2025 6950 GBP
Zurich , Switzerland 14 - Sep - 2025 18 - Sep - 2025 7950 GBP
Bali , Indonesia 21 - Sep - 2025 25 - Sep - 2025 8100 GBP
Istanbul , Turkey 21 - Sep - 2025 25 - Sep - 2025 4700 GBP
Washington , United States 21 - Sep - 2025 25 - Sep - 2025 11000 GBP
Singapore , Singapore 21 - Sep - 2025 25 - Sep - 2025 7500 GBP
Dubai , UAE 21 - Sep - 2025 25 - Sep - 2025 4987.5 GBP
Hong Kong , Hong Kong 21 - Sep - 2025 25 - Sep - 2025 8500 GBP
Paris , France 21 - Sep - 2025 25 - Sep - 2025 6700 GBP
Tokyo , Japan 21 - Sep - 2025 25 - Sep - 2025 9750 GBP
Dubai , UAE 28 - Sep - 2025 2 - Oct - 2025 4987.5 GBP
Hong Kong , Hong Kong 28 - Sep - 2025 2 - Oct - 2025 8500 GBP
Paris , France 28 - Sep - 2025 2 - Oct - 2025 6700 GBP
Tokyo , Japan 28 - Sep - 2025 2 - Oct - 2025 9750 GBP
Geneva , Switzerland 7 - Sep - 2025 11 - Sep - 2025 8950 GBP
Interlaken , Switzerland 14 - Sep - 2025 18 - Sep - 2025 8950 GBP
Sydney , Australia 14 - Sep - 2025 18 - Sep - 2025 10900 GBP
Taipei , Taiwan 21 - Sep - 2025 25 - Sep - 2025 9300 GBP
Geneva , Switzerland 21 - Sep - 2025 25 - Sep - 2025 8950 GBP
Geneva , Switzerland 28 - Sep - 2025 2 - Oct - 2025 8950 GBP
Bali , Indonesia 19 - Oct - 2025 23 - Oct - 2025 8100 GBP
Istanbul , Turkey 19 - Oct - 2025 23 - Oct - 2025 4700 GBP
Washington , United States 19 - Oct - 2025 23 - Oct - 2025 11000 GBP
Singapore , Singapore 19 - Oct - 2025 23 - Oct - 2025 7500 GBP
Dubai , UAE 5 - Oct - 2025 9 - Oct - 2025 4987.5 GBP
Hong Kong , Hong Kong 5 - Oct - 2025 9 - Oct - 2025 8500 GBP
Paris , France 5 - Oct - 2025 9 - Oct - 2025 6700 GBP
Tokyo , Japan 5 - Oct - 2025 9 - Oct - 2025 9750 GBP
London , UK 12 - Oct - 2025 16 - Oct - 2025 4950 GBP
Munich , Germany 12 - Oct - 2025 16 - Oct - 2025 7900 GBP
Madrid , Spain 12 - Oct - 2025 16 - Oct - 2025 6950 GBP
New York , United States 12 - Oct - 2025 16 - Oct - 2025 10900 GBP
Berlin , Germany 12 - Oct - 2025 16 - Oct - 2025 7900 GBP
Milan , Italy 12 - Oct - 2025 16 - Oct - 2025 6950 GBP
Amsterdam , Netherlands 12 - Oct - 2025 16 - Oct - 2025 8100 GBP
Taipei , Taiwan 19 - Oct - 2025 23 - Oct - 2025 9300 GBP
Geneva , Switzerland 5 - Oct - 2025 9 - Oct - 2025 8950 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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