Customer Service Management Course

The ability to deliver exceptional customer service is a critical factor in any organization's success. Our Customer Service Management Course is specifically designed to empower professionals with the knowledge and expertise needed to manage and optimize customer service operations effectively. This course provides in-depth training on leadership, customer satisfaction strategies, and the latest tools and techniques in the industry. Whether you're new to the field or looking to advance your career, our Customer Service Management Course will equip you with the skills to excel and make a lasting impact in your organisation. BMC Training offers Customer Service Management Course in Management and Leadership Courses.

  • English
  • 88 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
Madrid , Spain 19 - Oct - 2025 23 - Oct - 2025 6950 GBP
London , UK 19 - Oct - 2025 23 - Oct - 2025 4950 GBP
Berlin , Germany 19 - Oct - 2025 23 - Oct - 2025 7900 GBP
Munich , Germany 19 - Oct - 2025 23 - Oct - 2025 7900 GBP
New York , United States 19 - Oct - 2025 23 - Oct - 2025 10900 GBP
Amsterdam , Netherlands 19 - Oct - 2025 23 - Oct - 2025 8100 GBP
Milan , Italy 19 - Oct - 2025 23 - Oct - 2025 6950 GBP
Paris , France 26 - Oct - 2025 30 - Oct - 2025 6700 GBP
Dubai , UAE 26 - Oct - 2025 30 - Oct - 2025 4987.5 GBP
Hong Kong , Hong Kong 26 - Oct - 2025 30 - Oct - 2025 8500 GBP
Tokyo , Japan 26 - Oct - 2025 30 - Oct - 2025 9750 GBP
Kuala Lumpur , Malaysia 12 - Oct - 2025 16 - Oct - 2025 4750 GBP
Barcelona , Spain 12 - Oct - 2025 16 - Oct - 2025 6950 GBP
Rome , Italy 12 - Oct - 2025 16 - Oct - 2025 7300 GBP
Zurich , Switzerland 12 - Oct - 2025 16 - Oct - 2025 7950 GBP
Geneva , Switzerland 26 - Oct - 2025 30 - Oct - 2025 8950 GBP
Sydney , Australia 12 - Oct - 2025 16 - Oct - 2025 10900 GBP
Interlaken , Switzerland 12 - Oct - 2025 16 - Oct - 2025 8950 GBP
Bali , Indonesia 16 - Nov - 2025 20 - Nov - 2025 8100 GBP
Singapore , Singapore 16 - Nov - 2025 20 - Nov - 2025 7500 GBP
Washington , United States 16 - Nov - 2025 20 - Nov - 2025 11000 GBP
Istanbul , Turkey 16 - Nov - 2025 20 - Nov - 2025 4700 GBP
Paris , France 23 - Nov - 2025 27 - Nov - 2025 6700 GBP
Dubai , UAE 23 - Nov - 2025 27 - Nov - 2025 4987.5 GBP
Tokyo , Japan 23 - Nov - 2025 27 - Nov - 2025 9750 GBP
Hong Kong , Hong Kong 23 - Nov - 2025 27 - Nov - 2025 8500 GBP
Paris , France 2 - Nov - 2025 6 - Nov - 2025 6700 GBP
Dubai , UAE 2 - Nov - 2025 6 - Nov - 2025 4987.5 GBP
Tokyo , Japan 2 - Nov - 2025 6 - Nov - 2025 9750 GBP
Hong Kong , Hong Kong 2 - Nov - 2025 6 - Nov - 2025 8500 GBP
Rome , Italy 9 - Nov - 2025 13 - Nov - 2025 7300 GBP
Kuala Lumpur , Malaysia 9 - Nov - 2025 13 - Nov - 2025 4750 GBP
Zurich , Switzerland 9 - Nov - 2025 13 - Nov - 2025 7950 GBP
Barcelona , Spain 9 - Nov - 2025 13 - Nov - 2025 6950 GBP
London , UK 23 - Nov - 2025 27 - Nov - 2025 4950 GBP
Munich , Germany 23 - Nov - 2025 27 - Nov - 2025 7900 GBP
Madrid , Spain 23 - Nov - 2025 27 - Nov - 2025 6950 GBP
New York , United States 23 - Nov - 2025 27 - Nov - 2025 10900 GBP
Berlin , Germany 23 - Nov - 2025 27 - Nov - 2025 7900 GBP
Milan , Italy 23 - Nov - 2025 27 - Nov - 2025 6950 GBP
Amsterdam , Netherlands 23 - Nov - 2025 27 - Nov - 2025 8100 GBP
Madrid , Spain 2 - Nov - 2025 6 - Nov - 2025 6950 GBP
London , UK 2 - Nov - 2025 6 - Nov - 2025 4950 GBP
Berlin , Germany 2 - Nov - 2025 6 - Nov - 2025 7900 GBP
Munich , Germany 2 - Nov - 2025 6 - Nov - 2025 7900 GBP
New York , United States 2 - Nov - 2025 6 - Nov - 2025 10900 GBP
Milan , Italy 2 - Nov - 2025 6 - Nov - 2025 6950 GBP
Amsterdam , Netherlands 2 - Nov - 2025 6 - Nov - 2025 8100 GBP
Geneva , Switzerland 23 - Nov - 2025 27 - Nov - 2025 8950 GBP
Taipei , Taiwan 16 - Nov - 2025 20 - Nov - 2025 9300 GBP
Geneva , Switzerland 2 - Nov - 2025 6 - Nov - 2025 8950 GBP
Interlaken , Switzerland 9 - Nov - 2025 13 - Nov - 2025 8950 GBP
Sydney , Australia 9 - Nov - 2025 13 - Nov - 2025 10900 GBP
London , UK 21 - Dec - 2025 25 - Dec - 2025 4950 GBP
Munich , Germany 21 - Dec - 2025 25 - Dec - 2025 7900 GBP
Madrid , Spain 21 - Dec - 2025 25 - Dec - 2025 6950 GBP
New York , United States 21 - Dec - 2025 25 - Dec - 2025 10900 GBP
Berlin , Germany 21 - Dec - 2025 25 - Dec - 2025 7900 GBP
Milan , Italy 21 - Dec - 2025 25 - Dec - 2025 6950 GBP
Amsterdam , Netherlands 21 - Dec - 2025 25 - Dec - 2025 8100 GBP
Dubai , UAE 28 - Dec - 2025 1 - Jan - 2026 4987.5 GBP
Hong Kong , Hong Kong 28 - Dec - 2025 1 - Jan - 2026 8500 GBP
Paris , France 28 - Dec - 2025 1 - Jan - 2026 6700 GBP
Istanbul , Turkey 14 - Dec - 2025 18 - Dec - 2025 4700 GBP
Tokyo , Japan 28 - Dec - 2025 1 - Jan - 2026 9750 GBP
Singapore , Singapore 14 - Dec - 2025 18 - Dec - 2025 7500 GBP
Bali , Indonesia 14 - Dec - 2025 18 - Dec - 2025 8100 GBP
Washington , United States 14 - Dec - 2025 18 - Dec - 2025 11000 GBP
Kuala Lumpur , Malaysia 7 - Dec - 2025 11 - Dec - 2025 4750 GBP
Barcelona , Spain 7 - Dec - 2025 11 - Dec - 2025 6950 GBP
Rome , Italy 7 - Dec - 2025 11 - Dec - 2025 7300 GBP
Zurich , Switzerland 7 - Dec - 2025 11 - Dec - 2025 7950 GBP
Paris , France 14 - Dec - 2025 18 - Dec - 2025 6700 GBP
Dubai , UAE 14 - Dec - 2025 18 - Dec - 2025 4987.5 GBP
Hong Kong , Hong Kong 14 - Dec - 2025 18 - Dec - 2025 8500 GBP
London , UK 14 - Dec - 2025 18 - Dec - 2025 4950 GBP
Tokyo , Japan 14 - Dec - 2025 18 - Dec - 2025 9750 GBP
Munich , Germany 14 - Dec - 2025 18 - Dec - 2025 7900 GBP
Madrid , Spain 14 - Dec - 2025 18 - Dec - 2025 6950 GBP
New York , United States 14 - Dec - 2025 18 - Dec - 2025 10900 GBP
Berlin , Germany 14 - Dec - 2025 18 - Dec - 2025 7900 GBP
Milan , Italy 14 - Dec - 2025 18 - Dec - 2025 6950 GBP
Amsterdam , Netherlands 14 - Dec - 2025 18 - Dec - 2025 8100 GBP
Geneva , Switzerland 28 - Dec - 2025 1 - Jan - 2026 8950 GBP
Taipei , Taiwan 14 - Dec - 2025 18 - Dec - 2025 9300 GBP
Interlaken , Switzerland 7 - Dec - 2025 11 - Dec - 2025 8950 GBP
Sydney , Australia 7 - Dec - 2025 11 - Dec - 2025 10900 GBP
Geneva , Switzerland 14 - Dec - 2025 18 - Dec - 2025 8950 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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