Course details

CUSTOMER SERVICE represents the shift from product-centered to customer-centered strategies, which at the same time offers new powerful opportunities to create excellent customer experiences and thus sustainable competitive advantage – especially in a global marketplace.

The course will explore the strategies and concepts of customer relationship management with a special focus on experience management, sales organizations and the development and implementation of growth strategies. It will discuss implementation processes and the necessary change management programs to achieve a broad acceptance in the whole organization.

Who Should Attend?:

Middle- and senior-level managers from marketing, commerce, customer service, sales and operations, strategic planning and general management.

CUSTOMER SERVICE- Course Objectives:

By the end of this course, you should be able to: 

  • Know the definitions of CUSTOMER SERVICE and develop a critical attitude toward vendor communication
  • Know the role of customer experience management in creating value
  • Know how to develop a structured framework for CUSTOMER SERVICE program
  • Know how to develop analytical and operational CUSTOMER SERVICE capabilities
  • Have insight in multi-channel marketing
  • Know how to create the right culture for a successful CUSTOMER SERVICE implementation
  • Know how modern sales organizations work and use CUSTOMER SERVICE
  • Know the critical success factors for a long-term working CUSTOMER SERVICE implementation
  • Take ownership, accountability, and set goals to achieve maximum performance

CUSTOMER SERVICE - Course Outline:


  • CUSTOMER SERVICE - More definitions
  • Constituents of a Good CUSTOMER SERVICE Strategy
  • CUSTOMER SERVICE and Technology
  • CUSTOMER SERVICE Solutions Map
  • The Concept of e-CUSTOMER SERVICE
  • Implementation Challenges
  • Group Exercise


  • Fundamentals of Customer Strategy
  • Customer Strategy Basics
  • Customer Loyalty
  • Customer Satisfaction
  • Customer profiling and Modeling
  • Customer Centric Enterprise – Background
  • Product Centricity Vs. Customer Centricity
  • Customer Centric Strategy
  • Evolution of Customer Centric Enterprise (CCE)
  • Discussing the core of successful CUSTOMER SERVICE initiatives
  • Core of any successful CUSTOMER SERVICE initiative
  • Concept of Customer lifecycle
  • Customer Life Cycle stages – Illustrated
  • Customer Life Cycle Management
  • Collaborative CUSTOMER SERVICE
  • Case Study


  • Characteristics of Excellent CUSTOMER SERVICE
  • Measuring Customer Service
  • Problems in CUSTOMER SERVICE
  • Process Analysis in CUSTOMER SERVICE
  • Standards and Continuous Improvement in CUSTOMER SERVICE
  • CUSTOMER SERVICE as a Business Process
  • CUSTOMER SERVICE, Communication and People
  • Communication as a CUSTOMER SERVICE Activity
  • Case Study

About Generations Consulting & Training

Generations Is a fast growing company that provides pivotal business solutions, which empoTheyr our clients with the necessary tools to self-sustain themselves, and to cope with the rapid development of the Egyptian market.

They have a comprehensive understanding of the needs and challenges of the various Egyptian market segments and our business consultancy approach is custom-tailored to those needs and challenges.

Our Team

They have a team of highly qualified consultants and experienced technical and consulting professionals who understand the critical issues facing business today & who offer proven methods & comprehensive services that streamline process & reduce complexity of operations. More importantly our solutions are custom tailored to business, saving companies money and taking them to a new level of competitive advantage.

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