Customer Service Management Course

Elevate customer satisfaction and team performance with our specialized Customer Service Management training course. BMC Training offers Customer Service Management Course in Management and Leadership Courses.

  • English
  • 199 Training Sessions
  • Confirmed
  • One Week
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 16 - Jun - 2024 20 - Jun - 2024 4987.5 GBP
Hong Kong , Hong Kong 16 - Jun - 2024 20 - Jun - 2024 8500 GBP
Paris , France 16 - Jun - 2024 20 - Jun - 2024 6700 GBP
Bali , Indonesia 23 - Jun - 2024 27 - Jun - 2024 8100 GBP
Istanbul , Turkey 23 - Jun - 2024 27 - Jun - 2024 4700 GBP
Washington , United States 23 - Jun - 2024 27 - Jun - 2024 11000 GBP
Singapore , Singapore 23 - Jun - 2024 27 - Jun - 2024 7500 GBP
Dubai , UAE 23 - Jun - 2024 27 - Jun - 2024 4987.5 GBP
Hong Kong , Hong Kong 23 - Jun - 2024 27 - Jun - 2024 8500 GBP
Paris , France 23 - Jun - 2024 27 - Jun - 2024 6700 GBP
London , UK 23 - Jun - 2024 27 - Jun - 2024 4950 GBP
Munich , Germany 23 - Jun - 2024 27 - Jun - 2024 7900 GBP
Madrid , Spain 23 - Jun - 2024 27 - Jun - 2024 6950 GBP
New York , United States 23 - Jun - 2024 27 - Jun - 2024 10900 GBP
Berlin , Germany 23 - Jun - 2024 27 - Jun - 2024 7900 GBP
Amsterdam , Netherlands 23 - Jun - 2024 27 - Jun - 2024 8100 GBP
Tokyo , Japan 16 - Jun - 2024 20 - Jun - 2024 9750 GBP
Tokyo , Japan 23 - Jun - 2024 27 - Jun - 2024 9750 GBP
Milan , Italy 23 - Jun - 2024 27 - Jun - 2024 6950 GBP
Bali , Indonesia 7 - Jul - 2024 11 - Jul - 2024 8100 GBP
Singapore , Singapore 7 - Jul - 2024 11 - Jul - 2024 7500 GBP
Washington , United States 7 - Jul - 2024 11 - Jul - 2024 11000 GBP
Istanbul , Turkey 7 - Jul - 2024 11 - Jul - 2024 4700 GBP
Paris , France 14 - Jul - 2024 18 - Jul - 2024 6700 GBP
Dubai , UAE 14 - Jul - 2024 18 - Jul - 2024 4987.5 GBP
Dubai , UAE 21 - Jul - 2024 25 - Jul - 2024 4987.5 GBP
Hong Kong , Hong Kong 14 - Jul - 2024 18 - Jul - 2024 8500 GBP
Hong Kong , Hong Kong 21 - Jul - 2024 25 - Jul - 2024 8500 GBP
Paris , France 21 - Jul - 2024 25 - Jul - 2024 6700 GBP
Rome , Italy 28 - Jul - 2024 1 - Aug - 2024 7300 GBP
Kuala Lumpur , Malaysia 28 - Jul - 2024 1 - Aug - 2024 4750 GBP
Zurich , Switzerland 28 - Jul - 2024 1 - Aug - 2024 7950 GBP
Barcelona , Spain 28 - Jul - 2024 1 - Aug - 2024 6950 GBP
Madrid , Spain 14 - Jul - 2024 18 - Jul - 2024 6950 GBP
London , UK 14 - Jul - 2024 18 - Jul - 2024 4950 GBP
Berlin , Germany 14 - Jul - 2024 18 - Jul - 2024 7900 GBP
Munich , Germany 14 - Jul - 2024 18 - Jul - 2024 7900 GBP
New York , United States 14 - Jul - 2024 18 - Jul - 2024 10900 GBP
London , UK 21 - Jul - 2024 25 - Jul - 2024 4950 GBP
Amsterdam , Netherlands 14 - Jul - 2024 18 - Jul - 2024 8100 GBP
Munich , Germany 21 - Jul - 2024 25 - Jul - 2024 7900 GBP
Madrid , Spain 21 - Jul - 2024 25 - Jul - 2024 6950 GBP
New York , United States 21 - Jul - 2024 25 - Jul - 2024 10900 GBP
Berlin , Germany 21 - Jul - 2024 25 - Jul - 2024 7900 GBP
Amsterdam , Netherlands 21 - Jul - 2024 25 - Jul - 2024 8100 GBP
Tokyo , Japan 14 - Jul - 2024 18 - Jul - 2024 9750 GBP
Tokyo , Japan 21 - Jul - 2024 25 - Jul - 2024 9750 GBP
Milan , Italy 14 - Jul - 2024 18 - Jul - 2024 6950 GBP
Milan , Italy 21 - Jul - 2024 25 - Jul - 2024 6950 GBP
Madrid , Spain 4 - Aug - 2024 8 - Aug - 2024 6950 GBP
London , UK 4 - Aug - 2024 8 - Aug - 2024 4950 GBP
Berlin , Germany 4 - Aug - 2024 8 - Aug - 2024 7900 GBP
Munich , Germany 4 - Aug - 2024 8 - Aug - 2024 7900 GBP
New York , United States 4 - Aug - 2024 8 - Aug - 2024 10900 GBP
Amsterdam , Netherlands 4 - Aug - 2024 8 - 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
Bali , Indonesia 18 - Aug - 2024 22 - Aug - 2024 8100 GBP
Istanbul , Turkey 18 - Aug - 2024 22 - Aug - 2024 4700 GBP
Washington , United States 18 - Aug - 2024 22 - Aug - 2024 11000 GBP
Singapore , Singapore 18 - Aug - 2024 22 - Aug - 2024 7500 GBP
Rome , Italy 25 - Aug - 2024 29 - Aug - 2024 7300 GBP
Kuala Lumpur , Malaysia 25 - Aug - 2024 29 - Aug - 2024 4750 GBP
Zurich , Switzerland 25 - Aug - 2024 29 - Aug - 2024 7950 GBP
Barcelona , Spain 25 - Aug - 2024 29 - 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 18 - Aug - 2024 22 - Aug - 2024 4950 GBP
Munich , Germany 18 - Aug - 2024 22 - Aug - 2024 7900 GBP
Madrid , Spain 18 - Aug - 2024 22 - Aug - 2024 6950 GBP
New York , United States 18 - Aug - 2024 22 - Aug - 2024 10900 GBP
Berlin , Germany 18 - Aug - 2024 22 - Aug - 2024 7900 GBP
Amsterdam , Netherlands 18 - Aug - 2024 22 - Aug - 2024 8100 GBP
Milan , Italy 4 - Aug - 2024 8 - Aug - 2024 6950 GBP
Tokyo , Japan 11 - Aug - 2024 15 - Aug - 2024 9750 GBP
Tokyo , Japan 18 - Aug - 2024 22 - Aug - 2024 9750 GBP
Milan , Italy 18 - Aug - 2024 22 - Aug - 2024 6950 GBP
Bali , Indonesia 22 - Sep - 2024 26 - Sep - 2024 8100 GBP
Istanbul , Turkey 22 - Sep - 2024 26 - Sep - 2024 4700 GBP
Washington , United States 22 - Sep - 2024 26 - Sep - 2024 11000 GBP
Singapore , Singapore 22 - Sep - 2024 26 - Sep - 2024 7500 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
Paris , France 8 - Sep - 2024 12 - Sep - 2024 6700 GBP
Dubai , UAE 8 - Sep - 2024 12 - Sep - 2024 4987.5 GBP
Hong Kong , Hong Kong 8 - Sep - 2024 12 - Sep - 2024 8500 GBP
Rome , Italy 15 - Sep - 2024 19 - Sep - 2024 7300 GBP
Kuala Lumpur , Malaysia 15 - Sep - 2024 19 - Sep - 2024 4750 GBP
Zurich , Switzerland 15 - Sep - 2024 19 - Sep - 2024 7950 GBP
Barcelona , Spain 15 - Sep - 2024 19 - Sep - 2024 6950 GBP
London , UK 1 - Sep - 2024 5 - Sep - 2024 4950 GBP
Munich , Germany 1 - Sep - 2024 5 - Sep - 2024 7900 GBP
Madrid , Spain 1 - Sep - 2024 5 - Sep - 2024 6950 GBP
New York , United States 1 - Sep - 2024 5 - Sep - 2024 10900 GBP
Berlin , Germany 1 - Sep - 2024 5 - Sep - 2024 7900 GBP
Amsterdam , Netherlands 1 - Sep - 2024 5 - Sep - 2024 8100 GBP
London , UK 8 - Sep - 2024 12 - Sep - 2024 4950 GBP
Munich , Germany 8 - Sep - 2024 12 - Sep - 2024 7900 GBP
Madrid , Spain 8 - Sep - 2024 12 - Sep - 2024 6950 GBP
New York , United States 8 - Sep - 2024 12 - Sep - 2024 10900 GBP
Berlin , Germany 8 - Sep - 2024 12 - Sep - 2024 7900 GBP
Amsterdam , Netherlands 8 - Sep - 2024 12 - Sep - 2024 8100 GBP
Tokyo , Japan 1 - Sep - 2024 5 - Sep - 2024 9750 GBP
Tokyo , Japan 8 - Sep - 2024 12 - Sep - 2024 9750 GBP
Milan , Italy 1 - Sep - 2024 5 - Sep - 2024 6950 GBP
Milan , Italy 8 - Sep - 2024 12 - Sep - 2024 6950 GBP
London , UK 20 - Oct - 2024 24 - Oct - 2024 4950 GBP
Munich , Germany 20 - Oct - 2024 24 - Oct - 2024 7900 GBP
Madrid , Spain 20 - Oct - 2024 24 - Oct - 2024 6950 GBP
New York , United States 20 - Oct - 2024 24 - Oct - 2024 10900 GBP
Berlin , Germany 20 - Oct - 2024 24 - Oct - 2024 7900 GBP
Amsterdam , Netherlands 20 - Oct - 2024 24 - 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
Bali , Indonesia 6 - Oct - 2024 10 - Oct - 2024 8100 GBP
Istanbul , Turkey 6 - Oct - 2024 10 - Oct - 2024 4700 GBP
Washington , United States 6 - Oct - 2024 10 - Oct - 2024 11000 GBP
Singapore , Singapore 6 - Oct - 2024 10 - Oct - 2024 7500 GBP
Rome , Italy 13 - Oct - 2024 17 - Oct - 2024 7300 GBP
Kuala Lumpur , Malaysia 13 - Oct - 2024 17 - Oct - 2024 4750 GBP
Zurich , Switzerland 13 - Oct - 2024 17 - Oct - 2024 7950 GBP
Barcelona , Spain 13 - Oct - 2024 17 - 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 6 - Oct - 2024 10 - Oct - 2024 4950 GBP
Munich , Germany 6 - Oct - 2024 10 - Oct - 2024 7900 GBP
Madrid , Spain 6 - Oct - 2024 10 - Oct - 2024 6950 GBP
New York , United States 6 - Oct - 2024 10 - Oct - 2024 10900 GBP
Berlin , Germany 6 - Oct - 2024 10 - Oct - 2024 7900 GBP
Amsterdam , Netherlands 6 - Oct - 2024 10 - Oct - 2024 8100 GBP
Milan , Italy 20 - Oct - 2024 24 - Oct - 2024 6950 GBP
Tokyo , Japan 27 - Oct - 2024 31 - Oct - 2024 9750 GBP
Tokyo , Japan 6 - Oct - 2024 10 - Oct - 2024 9750 GBP
Milan , Italy 6 - Oct - 2024 10 - Oct - 2024 6950 GBP
Bali , Indonesia 17 - Nov - 2024 21 - Nov - 2024 8100 GBP
Istanbul , Turkey 17 - Nov - 2024 21 - Nov - 2024 4700 GBP
Washington , United States 17 - Nov - 2024 21 - Nov - 2024 11000 GBP
Singapore , Singapore 17 - Nov - 2024 21 - Nov - 2024 7500 GBP
Dubai , UAE 24 - Nov - 2024 28 - Nov - 2024 4987.5 GBP
Hong Kong , Hong Kong 24 - Nov - 2024 28 - Nov - 2024 8500 GBP
Paris , France 24 - Nov - 2024 28 - Nov - 2024 6700 GBP
Dubai , UAE 3 - Nov - 2024 7 - Nov - 2024 4987.5 GBP
Hong Kong , Hong Kong 3 - Nov - 2024 7 - Nov - 2024 8500 GBP
Paris , France 3 - Nov - 2024 7 - Nov - 2024 6700 GBP
Kuala Lumpur , Malaysia 10 - Nov - 2024 14 - Nov - 2024 4750 GBP
Barcelona , Spain 10 - Nov - 2024 14 - Nov - 2024 6950 GBP
Rome , Italy 10 - Nov - 2024 14 - Nov - 2024 7300 GBP
Zurich , Switzerland 10 - Nov - 2024 14 - Nov - 2024 7950 GBP
London , UK 24 - Nov - 2024 28 - Nov - 2024 4950 GBP
Munich , Germany 24 - Nov - 2024 28 - Nov - 2024 7900 GBP
Madrid , Spain 24 - Nov - 2024 28 - Nov - 2024 6950 GBP
New York , United States 24 - Nov - 2024 28 - Nov - 2024 10900 GBP
Berlin , Germany 24 - Nov - 2024 28 - Nov - 2024 7900 GBP
Amsterdam , Netherlands 24 - Nov - 2024 28 - Nov - 2024 8100 GBP
London , UK 3 - Nov - 2024 7 - Nov - 2024 4950 GBP
Munich , Germany 3 - Nov - 2024 7 - Nov - 2024 7900 GBP
Madrid , Spain 3 - Nov - 2024 7 - Nov - 2024 6950 GBP
New York , United States 3 - Nov - 2024 7 - Nov - 2024 10900 GBP
Berlin , Germany 3 - Nov - 2024 7 - Nov - 2024 7900 GBP
Amsterdam , Netherlands 3 - Nov - 2024 7 - Nov - 2024 8100 GBP
Tokyo , Japan 24 - Nov - 2024 28 - Nov - 2024 9750 GBP
Tokyo , Japan 3 - Nov - 2024 7 - Nov - 2024 9750 GBP
Milan , Italy 24 - Nov - 2024 28 - Nov - 2024 6950 GBP
Milan , Italy 3 - Nov - 2024 7 - Nov - 2024 6950 GBP
London , UK 15 - Dec - 2024 19 - Dec - 2024 4950 GBP
Munich , Germany 15 - Dec - 2024 19 - Dec - 2024 7900 GBP
Madrid , Spain 15 - Dec - 2024 19 - Dec - 2024 6950 GBP
New York , United States 15 - Dec - 2024 19 - Dec - 2024 10900 GBP
Berlin , Germany 15 - Dec - 2024 19 - Dec - 2024 7900 GBP
Amsterdam , Netherlands 15 - Dec - 2024 19 - Dec - 2024 8100 GBP
Dubai , UAE 22 - Dec - 2024 26 - Dec - 2024 4987.5 GBP
Hong Kong , Hong Kong 22 - Dec - 2024 26 - Dec - 2024 8500 GBP
Paris , France 22 - Dec - 2024 26 - Dec - 2024 6700 GBP
Bali , Indonesia 8 - Dec - 2024 12 - Dec - 2024 8100 GBP
Istanbul , Turkey 8 - Dec - 2024 12 - Dec - 2024 4700 GBP
Washington , United States 8 - Dec - 2024 12 - Dec - 2024 11000 GBP
Singapore , Singapore 8 - Dec - 2024 12 - Dec - 2024 7500 GBP
Rome , Italy 1 - Dec - 2024 5 - Dec - 2024 7300 GBP
Kuala Lumpur , Malaysia 1 - Dec - 2024 5 - Dec - 2024 4750 GBP
Zurich , Switzerland 1 - Dec - 2024 5 - Dec - 2024 7950 GBP
Barcelona , Spain 1 - Dec - 2024 5 - Dec - 2024 6950 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 8 - Dec - 2024 12 - Dec - 2024 4950 GBP
Munich , Germany 8 - Dec - 2024 12 - Dec - 2024 7900 GBP
Madrid , Spain 8 - Dec - 2024 12 - Dec - 2024 6950 GBP
New York , United States 8 - Dec - 2024 12 - Dec - 2024 10900 GBP
Berlin , Germany 8 - Dec - 2024 12 - Dec - 2024 7900 GBP
Amsterdam , Netherlands 8 - Dec - 2024 12 - Dec - 2024 8100 GBP
Milan , Italy 15 - Dec - 2024 19 - Dec - 2024 6950 GBP
Tokyo , Japan 22 - Dec - 2024 26 - Dec - 2024 9750 GBP
Tokyo , Japan 8 - Dec - 2024 12 - Dec - 2024 9750 GBP
Milan , Italy 8 - Dec - 2024 12 - Dec - 2024 6950 GBP

Course Syllabus

Introduction

Achieving customer service excellence is not accomplished by accident, nor is it attained without effort and teamwork. It requires well–trained customer service professionals who have a passion for providing quality service. Providing customer service excellence gives an organisation a competitive advantage in the marketplace and is the key factor that keeps customers coming back. Delegates will learn best practices of world-class customer service providers to develop a customer-focused mindset for continuous improvement.

In today’s customer-oriented business environment, interpersonal skills are a critical component for promoting customer satisfaction and organisational success. Providing world-class customer service requires a unique combination of effective communication strategies, persuasion techniques, and conflict resolution skills. This highly-interactive customer service training course gives delegates the tools, resources, and confidence they need to enhance customer relationships and promote customer service excellence within their organisation.

objectives

By the end of the course delegates will be able to:

  • Describe the best practices of a world-class customer service provider
  • Develop a customer-focused mindset for continuous improvement
  • Identify key components that promote customer retention and loyalty
  • Measure customer service standards
  • Develop an understanding of internal and external customer expectations
  • Use the phone more effectively and leave professional voicemail messages
  • Communicate more effectively by utilizing active listening and questioning skills
  • Successfully apply the principles of persuasion to key negotiation situations
  • Give and receive feedback in a constructive manner
  • Understand the importance of written and electronic communication
  • Use nonverbal communication to make a positive first impression and build rapport quickly
  • Set SMART goals to increase productivity
  • Understand the importance of customer and organisational confidentiality
  • Utilize stress management techniques to increase job satisfaction
  • Use conflict resolution skills to work with difficult or demanding customers in a professional manner
  • Manage their emotions during stressful situations
    • Appreciate the importance of teamwork and maintaining a positive attitude

Contents

Day One

Principles for Delivering World-Class Customer Service

  • Course overview and learning objectives
  • How do customers define quality customer service?
  • What are the benefits of providing world-class customer service?
  • Breakout session: How to use customer service to increase customer satisfaction and loyalty
  • Benchmarking exercise: Best and worst rated customer service companies
  • Creating a positive first impression: What do your customers see and hear?
  • Creating customer service ‘touch points’ to enhance the “customer experience”
  • The WOW Factor: Going the Extra Mile to exceed customer expectations
  • Case study: The Nordstrom approach to quality customer service

Day Two

Developing Effective Communication and Interpersonal Skills

  • The power of nonverbal communication
  • Practical exercise: The Body Language Quiz
  • How to use body language to build rapport and create a favorable first impression
  • Understanding the four customer temperament styles
  • Practical exercise: Determining your temperament style
  • Developing your active listening skills to enhance communications
  • Practical exercise: Active Listening Evaluation
  • Use questioning techniques to identify a customer’s expectations and service requirements
  • Determining your customer’s “preferred learning style”
  • Keys to effective telephone and voicemail communication

Day Three

Principles of Superior Customer Service and Organisational Procedures

  • Does the 'customer experience' align with your organisation’s vision/mission statement?
  • Identifying internal and external customer expectations
  • The benefits of teamwork and mutual cooperation
  • Teambuilding and leadership exercise
  • Guidelines for customer and organisational confidentiality
  • Dos and don’ts of written and electronic communication
  • Empowering employees to better serve their customers
  • Case study: Scandinavian Airlines customer service programme

Day Four

The Importance of Customer Feedback and Service Recovery

  • Why is it important to encourage customer complaints and feedback?
  • Establishing customer service satisfaction measuring and monitoring standards
  • Best practices for recording and monitoring customer service issues
  • The supervisor‘s role in service recovery
  • The art of giving and receiving constructive feedback
  • Negotiating win-win outcomes
  • Managing emotions during stressful situations
  • Strategies for working with difficult and demanding customers
  • Practical exercise: Service recovery role-play

Day Five

Leading the Way to Customer Satisfaction and Continuous Improvement

  • Your attitude makes a difference
  • Stress management tips for maintaining peak performance
  • The importance of personal development
  • Setting SMART goals for continuous customer service improvement
  • Practical exercise: What is your Action Plan?
  • End of course review

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