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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 Executive - IOMH - Institute of Mental Health , Online,United Kingdom

Tue, 06 May 2025 09:27:49 +04

In today's competitive marketplace, the difference between good and exceptional comes down to one critical role: the Customer Service Executive. This Customer Service Executive course reveals how mastering customer interactions—whether in person, by phone, or electronically—can transform satisfied clients into loyal brand advocates. As a Customer Service Executive, you'll learn to anticipate needs, deliver flawless service, and turn challenges into opportunities for relationship-building.

From establishing the right service attitude to recovering difficult customer situations, this program covers every aspect of professional client care. Discover how to generate repeat business through exceptional service and understand when escalation is necessary. The role of a Customer Service Executive goes beyond answering queries—it's about creating memorable experiences that keep customers coming back.

By completing this Customer Service Executive course, you'll gain the strategic insights and communication techniques that define top-performing service professionals. In an era where customer experience makes or breaks businesses, becoming a standout Customer Service Executive positions you as an invaluable asset to any organization.

Learning Outcomes

Understand the key principles of a Customer Service Executive.
Learn strategies for customer satisfaction and loyalty.
Explore effective communication techniques for engagement.
Analyse problem-solving methods in customer interactions.
Examine approaches to generating return business.
Study strategies for handling difficult customer situations.
Investigate digital and phone-based customer service dynamics.
Gain insights into escalation and service recovery processes.

Who is this course for?

Professionals aiming to master service excellence.
Business owners seeking to enhance customer interactions.
Client relations specialists looking for structured learning.
Sales and support teams improving engagement strategies.
Corporate executives focusing on service optimization.
Anyone passionate about customer satisfaction and retention.

Career Path

Customer Service Executive - £25-45k/year
Client Relations Coordinator - £28-50k/year
Service Operations Analyst - £30-55k/year
Business Support Specialist - £27-48k/year
Customer Retention Officer - £29-50k/year
Call Center Operations Manager - £30-52k/year

Course Curriculum

Module One: Who We Are and What We Do
Module Two: Establishing Your Attitude
Module Three: Identifying and Addressing Customer Needs
Module Four: Generating Return Business
Module Five: In-Person Customer Service
Module Six: Giving Customer Service over the Phone
Module Seven: Providing Electronic Customer Service
Module Eight: Recovering Difficult Customers
Module Nine: Understanding When to Escalate

Cost: 9.99 GBP

Duration: Upto 3 Hours

Customer Service - Representative - IOMH - Institute of Mental Health , Online,United Kingdom

Tue, 06 May 2025 09:10:18 +04

Every interaction with a customer is a chance to shape how your business is remembered. The Customer Service – Representative course is designed to strengthen those make-or-break moments with core principles, powerful techniques, and a renewed mindset on client interaction. Whether over the phone or face-to-face, what you say and how you say it can define loyalty, retention, and reputation.

This Customer Service - Representative course guides you through the essentials of customer communication, satisfaction strategies, effective issue handling, and the psychology behind buying decisions. You’ll explore methods to build long-term connections, apply service-focused thinking, and adopt a customer-first attitude that elevates every experience. The focus is on building an internal understanding of quality, care, and professionalism to make every customer feel seen and valued.

The Customer Service – Representative course isn’t just for those on the frontline — it’s a mindset shift for anyone committed to helping people. Learn how great service impacts business revenue, reputation, and team morale. From resolving issues with grace to uncovering what your customer truly needs, this journey will enhance your influence in any service role.

Learning Outcomes

Understand the importance of quality service to business success
Learn how to increase customer satisfaction and loyalty
Apply professional customer service techniques across channels
Discover strategies to handle difficult interactions
Explore methods to retain customers through service
Recognise the financial impact of great customer care
Build confidence in delivering clear and supportive communication
Understand customer expectations and decision-making behaviours

Who is this course for?

Frontline staff wanting to enhance service skills
Team leaders aiming to improve department performance
Entrepreneurs building customer-centric businesses
Career changers entering client-facing roles
Sales professionals seeking to boost repeat business
Anyone committed to delivering exceptional service

Career Path

Customer Experience Specialist – £22-35k/year
Client Relations Manager – £26-42k/year
Customer Success Representative – £24-38k/year
Service Quality Coordinator – £28-45k/year
Call Center Team Leader – £25-40k/year
Customer Care Consultant – £30-50k/year

Course Curriculum

Module 1: WHY Customer Service Is CRITICAL To Your Business!
Module 2: Good Isn’t Good Enough!
Module 3: We Are ALL in the “Helping Field”
Module 4: Providing “Concierge” Level Of Service
Module 5: The 5 Tenets Of TQM
Module 6: How To Boost Customer Satisfaction
Module 7: How To Avoid The 10 Deadly Sins Of Customer Service!
Module 8: More Money–Through Customer Retention
Module 9: How Much Is A Customer Worth?
Module 10: Do You Understand Your Customer?
Module 11: Dealing With Difficult Customers
Module 12: “LEAP” Into Customer Service!
Module 13: Exceptional Phone Service
Module 14: WHY Customers Buy From YOU!

Cost: 9.99 GBP

Duration: Upto 3 Hours

Leadership Diploma - IOMH - Institute of Mental Health , Online,United Kingdom

Tue, 29 Oct 2024 12:40:49 +04

Great leaders are not born; they are made. This Leadership Diploma course will help you become the leader you aspire to be. You will learn the essential skills that define effective leadership and how they can transform your career.

The Leadership Diploma course covers key topics such as the connection between leadership and customer satisfaction, the differences between a leader and a manager, and the common mistakes leaders make. You will also learn how to build strong relationships with your team and motivate them to achieve great results.

Whether you are looking to advance in your current role or start a new career, this Leadership Diploma course is for you. By the end, you will have a solid understanding of what it takes to lead effectively. Join us and take the first step toward becoming the leader you have always wanted to be.

Learning Outcomes

Understand the core principles of Leadership.
Analyse the connection between Leadership and customer satisfaction.
Identify the common fails of Leadership and how to avoid them.
Develop strategies to improve team dynamics.
Learn how to motivate and engage followers effectively.
Enhance your ability to ask the right questions as a leader.

Course Curriculum

Module 1: What This Course Is All About
Module 2: Introduction to the Problem
Module 3: The Link Between Leadership and Customer Satisfaction
Module 4: Who Put YOU In Charge?
Module 5: What Does a Leader Actually Do?
Module 6: Leader or Manager?
Module 7: Followers Want Many Things But It All Boils Down To This
Module 8: Understand You!
Module 9: The 6 C's
Module 10: The 'Fails' of Leadership
Module 11: Introduction to the ‘Fails’
Module 12: Failure of Purpose
Module 13: Failure to Meet Individuals Regularly
Module 14: Failure to Close the Loop
Module 15: Failure to Elicit Challenge
Module 16: Failure to Provide Specific Feedback
Module 17: Failure to Thank
Module 18: Failure to Be Visible
Module 19: Overriding Factors
Module 20: Consistency Not Intensity
Module 21: The Most Important Question a Leader Can Ask

Who is This Course For?

This course is ideal for aspiring leaders looking to enhance their skills.
It suits managers who want to improve team engagement and performance.
Professionals in any field who wish to understand the principles of effective leadership will benefit.
Those interested in developing their ability to influence and motivate others will find valuable insights.
Anyone wanting to improve customer satisfaction through better leadership practices will gain essential knowledge.

Career Path

Team Leader - £25K to £40K/year
Project Manager - £30K to £55K/year
Operations Manager - £35K to £60K/year
Human Resources Manager - £30K to £55K/year
Business Consultant - £40K to £70K/year

Cost: 9.99 GBP

Duration: Upto 2 Hours

Customer Service Executive - IOMH - Institute of Mental Health , Online,United Kingdom

Thu, 12 Sep 2024 13:31:54 +04

Great customer service can transform a business and build strong customer loyalty. This Customer Service Executive course is designed to help you master the essential skills needed to excel in customer interactions. You’ll learn how to handle customer needs effectively, whether you’re speaking face-to-face, over the phone, or online.

By understanding how to address and resolve issues, you can turn challenging situations into positive experiences. The course covers how to recover difficult customers and when to escalate problems to ensure smooth resolutions. It also emphasizes the importance of establishing a professional attitude and generating repeat business.

With this Customer Service Executive course, you’ll gain practical skills that are vital for anyone looking to excel in customer service roles. Start enhancing your customer service skills and make a lasting impact in your career today.

Learning Outcomes:

Understand core principles of customer service.
Develop effective communication strategies for all customer touchpoints.
Master the art of resolving customer complaints and difficult situations.
Learn techniques for generating customer loyalty and repeat business.
Identify when and how to escalate issues for resolution.
Manage customer interactions across various platforms, including phone and online.

Course Curriculum

Module One: Who We Are and What We Do
Module Two: Establishing Your Attitude
Module Three: Identifying and Addressing Customer Needs
Module Four: Generating Return Business
Module Five: In-Person Customer Service
Module Six: Giving Customer Service over the Phone
Module Seven: Providing Electronic Customer Service
Module Eight: Recovering Difficult Customers
Module Nine: Understanding When to Escalate

Cost: 9.99 GBP

Duration: Upto 3 Hours

Diploma in Customer Relationship Management (CRM) - IOMH - Institute of Mental Health , Online,United Kingdom

Fri, 30 Aug 2024 10:07:08 +04

Building strong relationships with customers is key to any successful business. With our Diploma in Customer Relationship Management (CRM), you can master the skills needed to enhance these connections. This Diploma in Customer Relationship Management (CRM) course covers the basics of CRM, from understanding fundamental strategies to handling customer complaints effectively.

You will learn how to analyse customer data, manage CRM databases, and apply strategies to improve customer interactions. The Diploma in Customer Relationship Management (CRM) course also prepares you for future trends in CRM, ensuring you stay ahead in this evolving field.

Whether you're starting a new career or aiming to advance in your current role, this diploma provides practical knowledge to boost your expertise in managing customer relationships. Gain the confidence and skills needed to make a real impact in the world of CRM.

Learning Outcomes

Understand CRM fundamentals and strategies.
Analyse customer data to improve relationships.
Manage and utilize CRM databases effectively.
Handle customer complaints and resolve issues.
Anticipate and adapt to the future of CRM.
Deepen customer relationships through strategic approaches.

Course Curriculum

Module 01: Introduction to Customer Relationship Management (CRM)
Module 02: CRM Fundamentals
Module 03: CRM Strategies
Module 04: Data Analysis in CRM
Module 05: CRM Databases
Module 06: Deepening Customer Relationship
Module 07: Handling Customer Complaints
Module 08: Future of CRM

Cost: 9.99 GBP

Duration: Upto 3 Hours

Customer Service Manager - IOMH - Institute of Mental Health , Online,United Kingdom

Thu, 29 Aug 2024 13:23:29 +04

The role of a Customer Service Manager is vital in shaping a company’s reputation and ensuring high levels of client satisfaction. Our course is meticulously designed to equip you with the essential skills and knowledge needed to excel in this pivotal role. Begin by mastering the core principles of effective customer service, learning how to establish the right attitude and address diverse customer needs comprehensively.

As you advance through the course, you'll discover strategies for generating repeat business and delivering exceptional service across multiple channels—whether in-person, over the phone, or electronically. You’ll also acquire techniques for transforming challenging customer interactions into positive outcomes, and learn the critical skill of knowing when to escalate issues to resolve complex situations effectively.

This course offers a strong theoretical foundation that prepares you to manage customer service operations with confidence. Whether you’re aiming to enhance your current role or step into a new position, the insights and strategies you gain will be invaluable in driving exceptional customer experiences and advancing your career in customer service management.

Learning Outcomes

Understand core principles and attitudes required for effective customer service.
Identify and address diverse customer needs across various service channels.
Learn strategies for generating and maintaining return business.
Master in-person, phone, and electronic customer service techniques.
Develop skills for recovering difficult customer situations.
Know when and how to escalate issues appropriately.

Course Curriculum

Module One: Who We Are and What We Do
Module Two: Establishing Your Attitude
Module Three: Identifying and Addressing Customer Needs
Module Four: Generating Return Business
Module Five: In-Person Customer Service
Module Six: Giving Customer Service over the Phone
Module Seven: Providing Electronic Customer Service
Module Eight: Recovering Difficult Customers
Module Nine: Understanding When to Escalate

Cost: 9.99 GBP

Discount: 75% off through Laimoon!

Duration: Upto 2 Hours

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 Service - Representative - IOMH - Institute of Mental Health , Online,United Kingdom

Mon, 24 Jun 2024 14:32:03 +04

Explore the Customer Service - Representative course and discover how to provide outstanding service to customers. You'll learn practical skills that can make a big difference in how customers feel about your business. From understanding why customer service is so important to learning how to handle challenging situations, this Customer Service - Representative course covers everything you need to know.

Improve your ability to satisfy customers and keep them coming back. You'll find out why customer retention matters and how it affects a company's success. Gain confidence in dealing with difficult customers and learn tips for delivering great service over the phone. This Customer Service - Representative course isn't just about theory; it's about giving you the tools to succeed in real-world customer interactions.

Whether you're new to customer service or looking to sharpen your skills, this Customer Service - Representative course offers valuable insights that can benefit anyone who interacts with customers. Join us and discover how to turn every customer interaction into an opportunity to shine. Start your journey toward becoming a skilled Customer Service - Representative today!

This Customer Service - Representative course covers the following topics:

Master the principles of exceptional customer service.
Implement strategies to enhance customer satisfaction.
Handle difficult customers with confidence and grace.
Understand the financial impact of customer retention.
Develop skills in delivering exceptional phone service.
Identify and avoid common pitfalls in customer service.

Cost: 9.99 GBP

Duration: Upto 3 Hours

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

Telesales Skills - Suretrain Sales Training , Bristol,United Kingdom

Tue, 15 Jan 2019 17:57:03 +04

Who Would Benefit from this Telesales Training Course?
This Telesales Training Course is ideal for anyone who needs to use the telephone to generate prospects and fill their new business pipeline. it is ideal for learning how to book appointments or how to generate robust prospects for telephone sales.

Whether you are a dedicated telesales operative or a field sales person who needs to create appointments, then this lead generation training will show you how to do this effectively.

Key Benefits - What Impact Will It Have On Sales?

As a result of attending this programme, you or your delegates will understand how to:

Plan, manage and measure a telesales campaign.
Build effective relationships with receptionists, leading to gathering essential decision maker information
Create meaningful conversations with decision makers, leading to appointments or sales opportunities

The techniques taught in this cause will have an immediate impact on your pipeline. It has been proven many times that the gatekeeper engagement process can deliver 65 decision maker names and email addresses for every 100 calls made. This can immediately impact your conversion rates through to appointment or sale and can be used to feed your email marketing, leading to more sales.

The decision maker contact techniques create active engagement and interest in your product and service and creates opportunities to book appointments or to move the prospect to the next step remotely.

Course Content - What Will I Learn?

Course Content - Day 1 - Telesales Campaign Planning and Gatekeeper Strategy

Telesales Campaign Planning

Understanding sales activity measurement and analysing conversion rates
Planning telesales activity
Creating a telesales campaign strategy
Receptionist / Gatekeeper Management

Breaking down the telesales process between managing gatekeepers and gaining access to decision makers
Benefits of having a structured Gatekeeper process
Successful questioning techniques for gathering important information
Understanding people's behaviours and reactions
What you can do to create an alternate reaction / behaviour
Delegates will undertake practical exercises to develop the skills learned in this section required for managing ; More information about this follows at the end of this overview.

Course Content - Day 2 - Accessing and Influencing Decision Makers

Initial Contact with your Decision Maker
Create a structured process for accessing the decision maker and building a relationship
Learn how to create the optimum introductory email and create a template for future use
Prepare effectively for making your first call to the decision maker
Qualification of your Decision Maker

Advanced questioning techniques
Getting the information you need about a prospect's current status
Developing credibility
Provoking thought and motivating change in the decision maker
Presenting your product or service

Understand Features and Benefits
Making the connection between 'Need / Feature / Benefit / Hook'
Closing
Trial close
Negotiating an appointment or the next steps

Making the close

Handling Objections

Establish a structured process for handling objections
Identify key objections
Eliminate objections before they arise
Dispel objections with the LAP Technique
Practical Application

All delegates will be required to bring full brief of their telesales duties and have a minimum of 20 cold leads to call during the training. These need to be of companies you have not done business with previously, that you would like to make contact with. You will need the company name and telephone number, as a minimum. Please also make sure that you bring a mobile phone that you can use to make these calls.

Live Calls

Utilising the data provided and the strategies learned practiced previously, delegates will conduct live calls to gatekeepers, to create appointments, sell the product(s), create awareness or develop client relationships as appropriate to the individual ; Once again, where the facilities allow, calls may be recorded and played back for evaluation purposes.

Cost: 399 GBP

Duration: 2 Days

Advanced Customer Service Workshop - Convertas , Dubai,Kuala Lumpur, Istanbul, London,United Kingdom,Malaysia,Turkey,United Arab Emirates

Mon, 14 May 2018 12:03:02 +04

Day One
Customer service
Quotations on customer service
Service definitions and concepts
Quality service requirements
Some interesting numbers
Cost of bad customer service
Customer care foundations
Learning from the best

Day Two
Internal customer service
Identifying internal and external customers
Customer requirements
Foundation of great service people
The service profit chain

Day Three
Managing customer expectations
What to say and what not to say
Calming upset customers
Comments you should avoid
Managing customer expectations
'RATER' and the service quality (SQ) factors
Flying over customer expectations
Role-plays and exercises on dealing with different personality styles

Day Four
Effective communication skills for handling customers
Active listening
Effective listening skills
Phone etiquette
Dealing with difficult customers
Dealing with different personality types
Service recovery

Day Five
Professional behavior with customers
The power of behavior
Principles of effective behavior
How to behave professionally with the customer
History of communication
Interesting study
Interpreting non verbal behavior
The right behavior with the customer
The wrong behavior with the customer
Assertive, passive and aggressive behavior
Verbal and non verbal components of communication styles

Cost: 3995 USD

Duration: 5 Days

Customer Satisfaction & Loyalty - Convertas , Dubai,United Arab Emirates

Sun, 25 Feb 2018 14:58:35 +04

Day 1
Key definitions
· Customer satisfaction, retention, loyalty and delight
· Levels of loyalty
· Customer satisfaction and loyalty
· Customer delight

Day 2
Key loyalty measurements
· Customer Satisfaction Index and Customer Retention Rate
· Profit impact of CRR
· Customer life expectancy
· Customer loyalty index
Loyalty and profits
· The cost of loyalty
· Generally Accepted Accounting Principles (GAAP) shortfall
· Activity Based Costing (ABC)
· Customer profitability and the whale curve
· Customer profitability at best practice companies
· The strategy quadrant

Day 3
Customer satisfaction surveys
· Surveys and questionnaires
> Objective of the survey
> Population of interest
> Writing the questions
> Sampling methods
> Administration and analysis
· Customer surveys guidelines
· Different survey metrics
· Types of satisfaction surveys: transactional vs image-based
· Who and what to measure
· How to ask
· Loyalty components
· The importance of demographics

Day 4
Segmenting your customers
· Attitudinal and behavioral dimensions
· Demographic variables, consumer and business
· Customer profiling
· Customer modeling
· Types of business customers (B2B)
Key to loyalty : A 'customer value proposition' that works
· The value proposition: definitions
· Why a value proposition
· Building the value proposition
· Articulating the value proposition
· The strong value proposition: conclusion

Day 5
Customer loyalty and loyalty schemes
· How to foster loyalty
· The 6 Ps of customer loyalty
· The two tier approach
· The laws of customer loyalty
· Loyalty schemes: background and justification
· Loyalty schemes: what to avoid
· Types of loyalty programs
· Reasons to join
· Different loyalty schemes
· Rewards and perceived value
· Maximizing the results

Cost: 3995 USD

Duration: 5 Days

Online Customer Service/Relationship Management - British Academy For Training & Development , United Arab Emirates, United Kingdom, Dubai, London,Dubai,United Kingdom

Wed, 31 Jan 2018 16:34:04 +04

Course Description:

Managing relationships with customers has become a critical organizational competency. Get winning strategies for acquiring and retaining customers by leveraging the latest advanced technologies.

This course will teach you how to select the right tools for your business-- so it can grow today--and on into the future. Lagging means lost customers, which means damage to the bottom line. But how do you not lag when customers are moving lightning fast to demand constant changes in the speed to complete their transactions? How do you keep your customers when the move to another company is nothing more than a mouse click and a minute away?

How attendees will benefit?

You will learn:

Methods to analyse and prioritise a range of client relationships
Strategies for stakeholder analysis and management
An appreciation of how to shape people's perceptions positively
Tools to analyse your client relationships in order to improve your competitive position
The confidence to build rapport and network effortlessly

Course Content:

Customer Relationship Management
Salesforce CRM
Microsoft Dynamics CRM
Siebel CRM
Sugar CRM
Sugar CRM Features
Sugar CRM Technical Prerequisites
Installing Sugar Suite
Sugar CRM Admin Panel
Daffodil CRM
Daffodil CRM: Admin Page
VtigerCRM 5
Vtiger Installation: Prerequisites
Installing Vtiger CRM
Install Without Apache and MySQL
Configuring Vtiger CRM Server
Open CRX
; Installation Instructions
Configuration
Compiere ERP and CRM
Installing the Compiere server
Installing Compiere Application Client and HTML Client
absoluteBUSY - Online CRM Software, Zoho CRM, Numara TM
Polar Help Desk , Net suite-Online Business Application
Alive chat, Alive chat: Operator console
Sight Max, Sight Max: Real Time Live Chatting
Soffront CRM , Contact Tracker Version
CRM TRAK, Salespro CRM, Maximizer Enterprise CRM
CRM desk , Magna CRM, Sage CRM V6

Course Style:

Lecture or One-to-One training style.
In house training.
Group Training.
Practical Training.

Remember:

We provide this course in any place and at any time suitable for you.

Cost: 4300 USD

Duration: Upto 7 Days

Customer Service Excellence - British Academy For Training & Development , United Arab Emirates, United Kingdom, Dubai, London,Dubai,United Kingdom

Tue, 30 Jan 2018 15:34:57 +04

Course Description:

This course empowers delegates to facilitate increased customer loyalty and long-term client retention. For an organisation to be successful, every employee should recognise the importance of customer service, what it means and how it should be delivered. Retaining clients is one the biggest reasons why successful organisations remain successful. Everyone in the organisation who comes in contact with an internal or external customer acts as an ambassador for the organisation, and the quality of their interaction determines whether the client will be retained over the long term.

This course looks at a customer service encounter from the point of view of what customer service excellence is all about. Delegates will learn how their roles, attitudes and interactions ultimately shape the client's understanding and value assessment of the organisation. The course focuses on identifying and modelling customer service from a best-practice viewpoint. It will also look at how to motivate and maintain the morale of customer service staff (and teams) while inspiring others to deliver consistently high-quality service excellence.

How attendees will benefit?

After completion of the programme, delegates will be able to:

have an awareness of their own individual behaviour;
recognise customer-friendly systems;
ensure positive customer interaction in the workplace;
create relationships with customers through effective listening;
recognise and develop the ability to handle volatile situations; and
develop techniques to interact with various customer behavioural styles.

Course Content:

The programme covers the following topics:

What is customer service?
Contributing to the service culture
Positive verbal communication
Non-verbal communication in customer service
Listening to the customer
Customer service and behaviour
Handling difficult customer encounters
Customer service in a diverse world
Encouraging customer loyalty
Service recovery

Course Style:

Lecture or One-to-One training style.
In house training.
Group Training.
Practical Training.

Remember:

We provide this course in any place and at any time suitable for you.

Cost: 4300 USD

Duration: Upto 7 Days

Customer Experience Management - British Academy For Training & Development , United Arab Emirates, United Kingdom, Dubai, London,Dubai,United Kingdom

Tue, 30 Jan 2018 15:11:02 +04

Course Description:

Increasingly, organisations are recognising that the complete experience enjoyed or endured by their clients' imperative to customer retention, growth and profitability. CE at UP in association with Consulta Research presents a four-day course on Customer Experience Management (CEM).

The course focuses on the development and execution of CEM measurement, strategies and implementation. It provides a deeper understanding of the essentials of CEM for organisations wishing to increase customer retention, growth, loyalty and profitability. Delegates will be on their way to become customer experience specialists and address one of the fastest growing needs in modern organisations.

Who should attend?

Managers involved with Customers, Services, Sales, Accounts, Marketing, Public Relations, etc

How attendees will benefit?

After completion of the programme, delegates will be able to:

Identify, differentiate and understand the different concepts in the field CEM.
Understand how customers process information relating to:
The role that information processing styles play in the experience of customers.
The internal psychological processes (perceptual, cognitive, affective and behavioural) affecting customer experience.
Understand the primary outcomes of CEM:
Customer Loyalty
Customer Retention
Customer Advocacy
Understanding the impact of CEM on business performance (sustainability, growth, profit, sales efficiencies)
Understand CE through the utilization of various measurement methodologies (Voice of Customer [VoC]; Customer Satisfaction Measurement [CSM]; Customer Satisfaction Index [CSI]; GAPs; etc).
Understand the use of internal stakeholder feedback (Voice of Staff [VoS]) to constantly improve customer experience.
Develop a Customer Experience Management Strategy for various industries.
Understand CE through the utilization of various measurement methodologies (Voice of Customer [VoC]; Customer Satisfaction Measurement [CSM]; Customer Satisfaction Index [CSI]; GAPs; etc).
Understand the use of internal stakeholder feedback (Voice of Staff [VoS]) to constantly improve customer experience.

Course Content:

The programme covers the following topics:

Basic principles of CEM
Getting inside the mind of your client
Evaluating, interpretation and measuring the customer experience
Developing, designing and implementing (delivering) customer experience strategies
Developing a business case for CEM within the organisation

Course Style:

Lecture or One-to-One training style.
In house training.
Group Training.
Practical Training.

Remember:

We provide this course in any place and at any time suitable for you.

Cost: 4300 USD

Duration: Upto 6 Days

Advanced Customers Relation Management - Convertas , Dubai

Sun, 30 Jul 2017 22:46:18 +04

Day One: Defining and appreciating the customer
· Definition of customer
· Definition of customer service
· The internal and external customer

Day Two: Importance of the internal customer
· The need for motivated employees
· The need for qualified employees
· Silo mentality
· Destroying the silos

Day Three: Customer service as a strategic imperative
· From 'suspect' to 'partner'
· Going up the ladder
· The 'KANO' model
. 'Basic' attributes
. 'Performance' attributes
. 'Delight' attributes
· The customer centric organization
· Customer service as a strategic imperative
· The 7 practices of Customer-centric organization

Day Four: Customer satisfaction surveys and other vital tools
· Understanding your customers
· Importance of segmentation
· Principles of customer segmentation
· Focus groups

Day Five: Customer satisfaction surveys
· Key terms
· Major survey methods
· Questionnaire examples
· Customer survey guidelines
· Types of satisfaction surveys
· Basics of sampling
· Attributes to measure
· Customer satisfaction index
· 'RATER' in depth
· Service quality (servqual) gaps model

Cost: 3995 USD

Duration: 5 Days