Customer Service Excellence Course

Achieve customer service excellence with comprehensive training. Enroll in this course to enhance your skills and provide exceptional customer service. BMC Training offers Customer Service Excellence Course in PR , Customer Services , Sales and Marketing Courses.

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

Introduction

Customer focused organisations know that delivering excellence in service does not happen by accident. It requires careful integration of key factors that together set the company apart from competitors, win and retain profitable customers and attract, motivate and keep best staff. In this five-day programme delegates will learn the core practices and skills that successful businesses employ to consistently deliver world-class customer service experiences.

Objectives

  • Improve service delivery standards, reflected in higher levels of customer satisfaction and bottom line profits
  • Build a customer focused culture
  • Lead customer service performance and professionalism in their organisation
  • Improve business performance and the customer’s experience
  • Recruit, train and motivate staff
  • Develop and improve internal service standards
  • Assess internal and external skills based development programmes

Content

Day one

The business case for customer service excellence

  • Why excellence in customer service is a hot business boardroom issue
  • Understanding what your customers expect
  • Benchmarking for competitive success
  • Meeting and exceeding changing customer expectations
  • Assessing your organisational culture for customer service focus
  • Core foundations for building a customer centric culture
  • Overcoming obstacles to customer service excellence

Day two

Improving customer service standards

  • Showing your customers you are serious about providing customer service excellence
  • Resolving customer service challenges positively
      • The six hats problem solving approach
      • Shifting perceptual positions
      • Resolving complaints, disputes and conflict
      • Role modelling top performers in customer service.
  • Moving closer to the customer – rapport skills to build better relationships

Day Three

Creating a culture of service excellence through continuous learning

  • What is a learning organisation?
  • Creating a vision for customer service excellence and continuous learning in your organisation
  • Applying continuous learning strategies to customer service excellence
  • Planning for change – using the Neurological levels model
  • Leading by example – teaching others through behavioural excellence
  • There is no failure only feedback – moving forward for personal and business growth
  • Building team work, cooperation and collaboration with colleagues

Day Four

Hiring for attitude - training for skills

  • The importance of a strong value set in customer service delivery excellence
  • Core customer service qualities and competencies
  • The transferability of customer service skills
  • Retaining and motivating your best people
  • Developing staff engagement in the business
  • Understanding the psychological contract and its impact on staff
  • Using rewards and incentives to motivate performance
  • The importance of the team leader/supervisor in frontline staff employment
  • Addressing ‘real life’ work challenges in customer service excellence

Day Five

Assessing customer service training and development programmes

  • Why skills training is on the boardroom agenda of successful organisations
  • How to develop customer service excellence to compete in a global marketplace
  • What to look for when choosing a skills development or training programme
  • Addressing attitudinal issues in learning
  • Assessing the impact of customer service training in the workplace on the customer, the team and the business
  • High performance coaching methods for customer service excellence and staff retention
  • Maintaining positivity in the workplace
  • Action planning to take the learning back and develop it further

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