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Advanced Customer Service Management - GBA -Professional London Training Center , Australia, Germany, India, Netherlands, Turkey, UAE, United Kingdom, Dubai, Delhi, Mumbai, Sydney, London, Istanbul, Frankfurt, Munich, The Hague

Wed, 24 Dec 2025 20:41:56 +04

Overview

The Advanced Customer Service Management training course is designed to enhance participants’ ability to deliver exceptional customer experiences in complex and demanding service environments. The programme focuses on advanced service strategies, customer relationship management, and service excellence frameworks that drive customer loyalty and long-term business value.

Participants will develop the skills to analyse customer needs, manage challenging interactions, handle complaints effectively, and lead service teams to consistently high performance. The course also explores service quality measurement, customer feedback systems, and the use of digital tools to improve service delivery. By the end of the training, delegates will be equipped to design, manage, and continuously improve customer service operations aligned with organisational goals and customer expectations.

Cost: 4250 USD

Duration: 5 Days

Client Relationship Management - GBA -Professional London Training Center , Australia, Germany, India, Netherlands, Turkey, UAE, United Kingdom, Dubai, Delhi, Mumbai, Sydney, London, Istanbul, Frankfurt, Munich, The Hague

Wed, 17 Dec 2025 20:39:51 +04

Overview

Client Relations Management (CRM) is a crucial aspect of a business strategy focused on building and maintaining strong relationships with clients or customers. The “Client Relations Management” course is designed to equip professionals with the essential skills and strategies necessary to effectively manage client relationships and maximize customer satisfaction. Geared towards sales professionals, customer service representatives, account managers, and business owners, this course offers a comprehensive understanding of CRM principles and practices.

The way they communicate and manage these relationships is key to successful client retention and brand reputation. In our Client Relationship Skills workshop, a blend of performing arts and business expertise will empower you with those all-important techniques for sustaining and strengthening the business-client bond. They can enhance every step of the corporate journey: whether early career managers looking to develop core skills, seasoned Account Managers honing skills; or a mixed group with a variety of needs and experience.

By the end of the course, delegates will have:

Identify and prioritise key accounts
Increasing business revenue through effective CRM
The importance of client care in the business environment
Contribution of Customer care towards to quality service
Understand the benefits of high-level CRM and the part it plays in client retention
Understanding the service excellence and its strengths
Necessary attitudes for inspiring customer service
Develop the important skills necessary for an effective Customer Relationship Manager
Building rapport and creating strong working relationships
Effective Communication between the clients
Understanding the importance of interpersonal contact and behaviour

Cost: 4250 USD

Duration: 5 Days

Client Relationship Management - GBA -Professional London Training Center , Australia, Germany, India, Netherlands, Turkey, UAE, United Kingdom, Dubai, Delhi, Mumbai, Sydney, London, Istanbul, Frankfurt, Munich, The Hague

Fri, 12 Dec 2025 16:44:40 +04

Overview

Client Relations Management (CRM) is a crucial aspect of a business strategy focused on building and maintaining strong relationships with clients or customers. The "Client Relations Management" course is designed to equip professionals with the essential skills and strategies necessary to effectively manage client relationships and maximize customer satisfaction. Geared towards sales professionals, customer service representatives, account managers, and business owners, this course offers a comprehensive understanding of CRM principles and practices.

The way they communicate and manage these relationships is key to successful client retention and brand reputation. In our Client Relationship Skills workshop, a blend of performing arts and business expertise will empower you with those all-important techniques for sustaining and strengthening the business-client bond. They can enhance every step of the corporate journey: whether early career managers looking to develop core skills, seasoned Account Managers honing skills; or a mixed group with a variety of needs and experience.

By the end of the course, delegates will have:

Identify and prioritise key accounts
Increasing business revenue through effective CRM
The importance of client care in the business environment
Contribution of Customer care towards to quality service
Understand the benefits of high-level CRM and the part it plays in client retention
Understanding the service excellence and its strengths
Necessary attitudes for inspiring customer service
Develop the important skills necessary for an effective Customer Relationship Manager
Building rapport and creating strong working relationships
Effective Communication between the clients
Understanding the importance of interpersonal contact and behaviour

Cost: 4250 USD

Duration: 5 Days

Customer Service and Revenue Generation - London Training For Excellence , Netherlands, UAE, United Kingdom, Dubai, London, Amsterdam,United Arab Emirates,United Kingdom

Mon, 05 Aug 2024 16:10:32 +04

Overview
Customer service isa key differentiatorin a context where companies are offering comparable products and services within increasingly tight budgets and limited resources. Terms like 'more for less' efficiency savings and cuts are now everyday language. This course will help frontline customer service staff and managers understand the value of good service and the cost of poor service. Delegates will apply the service-profit chain and customer lifetime value models to their own contexts to identify opportunities for revenue generation within the service experience. They will learn about the impact of making postive first impressions and building solid customer relationships. By adapting their behaviour to suit different customer personality types delegates will increase their chances of achieving postive outcomes more often even when things don't go to plan. Through roleplays and other interactive exercises delegates will develop their ability to delight customers and when needed to transform negative experiences into positive ones. Every delegate will leave the course with a challenging but realistic development plan to dramatically improve customer service delivery in their area.

Objective
By the end of this interactive training programme, you will be able to:

Realise why giving good service is important.
Describe the practices of world-class customer service providers and model your performance on those practices.
Assess the current value of your organisation's 'customer experience'.
Explain how to turn complaints into opportunities.
Identify revenue generation options and allocate resources in accordance with your organisation's objectives and limited resources
Generate greater flow of revenue in your organisation

Who Should Attend

retail assistants
customer service assistants/executives
contact centre agents
customer service managers

Course Outlines
Module 1 - The benefits of excellent customer service

Customer Service Principles Evolution and Purpose.
The benefits of excellent customer service.
Customer psychology: what are your customers' expectations?
World-class service
a modeling exercise.
Creating 'magical' experiences for your customers.

Module 2 – The Customer Profit Chain

The Service-Profit chain
Customer lifetime value
The cost of poor service
Opportunities for revenue generation

Module 3 – People buy from people

How to be liked by the customer.
Customer personality types.
Listeners are said to be the best communicators
how to perfect your listening skills.
Questions if you don't ask you won't find out.
How to read body language signals.
The do and don'ts of communicating effectively.

Module 4 - How to turn difficult situations into opportunities

Why do customers complain?
Why should we encourage complaints?
The Customer Loyalty Chain.
Customer behavioral types and how to deal with them
Understanding and managing emotions
Creative thinking to go that 'extra mile'

Module 5 Revenue generation and resource allocation

Organisational objectives and strategy
Sources of income
Linking revenue generation with service objectives
Resource planning and allocation

Cost: 4900 USD

Duration: 5 Days

Customer Service Essentials - London Training For Excellence , Netherlands, UAE, United Kingdom, Dubai, London, Amsterdam,United Arab Emirates,United Kingdom

Mon, 05 Aug 2024 16:10:32 +04

Overview
Customer Service is an important part of developing and maintaining client relationships key to continuing revenue. For this reason many companies have worked hard to increase their customer satisfaction levels. It is primarily customer facing staff that will form customers' perceptions of the company as a whole. A positive interaction with a trained customer service representative can mean the difference between losing or retaining a customer. This course will equip frontline customer service staff with the skills they need to create positive experiences every time ensuring your customers come back time after time. The course provides plenty of opportunity to put learning into practice through role plays and other activities. By the end of the course delegates will have improved their communication skills and confidence in dealing effectively with a wide range of different customer types and situations including the challenging area of complaint resolution.

Objective
By the end of this interactive training programme, you will be able to:

Understand the basics of customer service
Communicate effectively with existing and prospective customers
Create a positive customer experience
Improve and maintain high standards of Customer Service
Deliver effective and efficient customer service
Identify and resolve customer complaints

Who Should Attend

CustomerService Assistants
CustomerService Executives
CustomerService Officers
Retail assistants/executives
Tele Sales Executives
Tele Marketing professionals
Contact Centre agents

Course Outlines

Module 1 - Overview of Customer Service

What is customer service?
Customer expectations
What does great service look like?

Module 2 – Why does Customer Service matter?

Why is quality important in terms of customer service?
The cost of poor customer service
The outcomes of great customer service
Evolution of customer trends and customer service

Module 3 – First Impressions

Creating a positive first impressions
PEAK performance
Personal appearance environment attitude knowledge
Acknowledgement and greeting
Courtesy and respect

Module 4 – The 3 Vs of Communication

Words matter
It's not just what you say but how you say it
tone of voice
Non-verbal communication
body language appearance and actions
Questioning skills
Listening skills

Module 5 – Building Rapport

Different types of customers
Connecting and engaging with the customer
Identifying customer needs
Commitment and ownership
Product knowledge and personalisation
Showing customers they are valued
Maintaining and improving existing client relationships

Module 6 – Handling customers on the telephone

How is the telephone different to face-to-face interactions?
5 stages of telephone calls (Open establish explore agree close)
Telephone etiquette
greetings tone of voice personalisation avoiding interruptions avoiding dead air hold/mute/transfer procedures summarising

Module 7 - Objection Handling

What is an objection?
Common reasons for objections
Is the objection real or based on some other factor?
Finding solutions
Objection Handling Techniques

Module 8 – Resolving Complaints

Why do customers complain?
Determining the reasons for complaints
Difference between sympathy and empathy and how is empathy important in handling difficult and upset customers
Owning the customer complaints and providing assurance
Providing FCR
First Call Resolution and following up

Cost: 4900 USD

Duration: 5 Days

Customer Experience Excellence - London Training For Excellence , Netherlands, UAE, United Kingdom, Dubai, London, Amsterdam,United Arab Emirates,United Kingdom

Mon, 05 Aug 2024 16:10:32 +04

Overview
How your customers experience your company is critical to your brand. Poor customer experiences can have catastrophic effects on brand in a very short space of time. Positive ones on the other hand reinforce and strengthen your brand. Delivering a valuable and differentiated experience for customers is essential to any organisation's strategy for growth and business survival. This highly interactive course provides delegates with a methodology for designing and delivering a customer experience which positively reflects their brand and increases business from both new and existing customers. From strategy through to implementation and evalutation delegates will learn how to create a deliberate and consistent customer experience which increases retention generates positive word of mouth and builds customer loyalty. Delegates will leave the course with clear action plans for creating an internal service culture focussed on delivering seamless customer experiences which support the brand and generate positive business outcomes.

Objective
By the end of this interactive training programme, you will be able to:

Identify the elements of an effective customer experience strategy
Strengthen customer loyalty through differentiated experiences
Select effective techniques for bringing the voice of the customer into your organisation
Map your customer journeys
Encourage a service culture
Develop an action plan to create seamless customer experiences

Who Should Attend

Heads of Customer Experience
Marketing Directors
Brand Managers
Customer Service Managers

Course Outlines
Module 1 - Introduction to Customer Experience

'Ow!' or 'Wow!'?
World Class Customer Experience
Service from the customer's perspective
Magic Moments

Module 2 - What do You Want Your Customer to Experience?

What is your current strategy?
How do customers currently experience your brand?
How does the 'customer experience' align with business goals?
Understanding the impact of the experience on customer retention and loyalty.

Module 3 - Managing Customer Expectations

What is it that customers ultimately want?
What do customers expect to get now and in the future?
What do customers expect before or after making a purchase?
What factors influence purchase decisions and how can you take advantage of these factors to improve the customer experience?

Module 4 - Designing your customer experience

Defining your Customer Experience Statement (CES)
Customer journey mapping
The Six Pillar model
The Disney 6 step theme park experience process.

Module 5 - Ongoing Customer Experience Management

Listen to your customers (VoC)
Handling customer complaints in the digital age
Tools for measuring and reporting results
Building a Service Culture
Creating customer 'love' for your brand
Creating your service manifesto.

Module 6 - Seamless Customer Experience

Multi-channel experience
Best practice case study: APPLE
Customer engagement strategies
Customer touch-points and communication
Practical case study
Personal Action Plan

Cost: 4900 USD

Duration: 5 Days

Service Excellence - London Training For Excellence , Netherlands, UAE, United Kingdom, Dubai, London, Amsterdam,United Arab Emirates,United Kingdom

Mon, 05 Aug 2024 16:10:32 +04

Overview
Service excellence is achieved when a company consistently meets or exceeds its customers' expectations. It refers to a company's ability to deliver on its promises accurately and consistently. The provision of excellent services has a direct impact on a company's long-term profitability and viability. Companies that provide excellent services among other things:
achieve customer loyalty through customer satisfaction;
can attract new customers while keeping their current customer base; have higher profits per employee;
and have fewer price-sensitive customers. This highly interactive course combines cutting-edge knowledge with tried-and-true methods for improving the customers' experience. Through lectures discussions and real-life scenarios it provides a comprehensive understanding of all the factors that collectively affect and ultimately determine customers' evaluations of a business.

Objective
By the end of this programme you will be able to:

Recognise the importance and role of service excellence as a strategic competitive advantage.
Understand the cornerstones of service excellence and how to apply them.
Determine the elements that affect customers' experience and how to improve them.
Know how to leverage a company's workforce to attain greater quality standards.

Who Should Attend
This programme is suitable for the service industry professionals, from frontline staff who interact directly with customers, to top managers in charge of implementing corporate strategy. It is also ideal for hospitality and recreation business professionals.

Course Outlines
Day 1: Foundations of Services

Characteristics of Services
Management of Services
Components of Customer Experience

Day 2: Understanding Service Customers

Needs
Value
Expectations
Satisfaction

Day 3: Listening to Service Customers

Customer Research
Complaint Handling
Service Recovery

Day 4: Service Quality

Foundations of Service Quality
Dimensions of Service Quality
Measuring Service Quality

Day 5: Bulding Excellence

Service leadership
Empowerment
Motivation

Cost: 4900 USD

Duration: 5 Days

Customer Experience Excellence - London Training For Excellence , Bahrain, Kuwait, Oman, Qatar, Saudi Arabia, UAE, Dubai, Abu Dhabi, Riyadh, Jeddah, Al Kuwait, Muscat, Manama, Kuwait City, Doha,Netherlands,United Arab Emirates,United Kingdom

Wed, 05 Apr 2023 16:37:38 +04

Identify the elements of an effective customer experience strategy
Strengthen customer loyalty through differentiated experiences
Select effective techniques for bringing the voice of the customer into your organisation
Map your customer journeys
Encourage a service culture
Develop an action plan to create seamless customer experiences

Who Should Attend

Heads of Customer Experience
Marketing Directors
Brand Managers
Customer Service Managers

Course Outlines
Module 1 - Introduction to Customer Experience
'Ow!' or 'Wow!'?
World Class Customer Experience
Service from the customer's perspective
Magic Moments

Module 2 - What do You Want Your Customer to Experience?
What is your current strategy?
How do customers currently experience your brand?
How does the 'customer experience' align with business goals?
Understanding the impact of the experience on customer retention and loyalty.

Module 3 - Managing Customer Expectations
What is it that customers ultimately want?
What do customers expect to get now and in the future?
What do customers expect before or after making a purchase?
What factors influence purchase decisions and how can you take advantage of these factors to improve the customer experience?

Module 4 - Designing your customer experience
Defining your Customer Experience Statement (CES)
Customer journey mapping
The Six Pillar model
The Disney 6 step theme park experience process.

Module 5 - Ongoing Customer Experience Management
Listen to your customers (VoC)
Handling customer complaints in the digital age
Tools for measuring and reporting results
Building a Service Culture
Creating customer 'love' for your brand
Creating your service manifesto.

Module 6 - Seamless Customer Experience
Multi-channel experience
Best practice case study: APPLE
Customer engagement strategies
Customer touch-points and communication
Practical case study
Personal Action Plan

Cost: 4900 USD

Duration: 5 Days