An Intensive 5-day Training Course
Customer Management Specialist
(Managing Service Quality and Customer Satisfaction)
CLASSROOM DATES
This accredited training course is also available as a generic title: Managing Service Quality and Customer Satisfaction
INTRODUCTION
Customers are the lifeblood of every successful organization. In today’s fast-evolving business landscape—driven by the Internet, digital transformation, and social media—the customer experience has become the ultimate differentiator. Traditional sources of strategic advantage have diminished, placing customer management and experience at the very core of organizational success.
The Customer Management Specialist training course by EuroMaTech provides participants with the tools, techniques, and strategies to master customer relationship management in the modern “always on” economy. It focuses on building customer loyalty, enhancing service quality, and ensuring that the customer experience remains central to business strategy.
Participants will gain a deep understanding of what customers define as value and how to consistently deliver that value in a sustainable and cost-effective manner. Through case studies, group exercises, and practical applications, participants will learn how to apply quality management tools, enhance interpersonal communication, and leverage digital platforms to improve customer engagement and satisfaction.
Attending this Customer Management Specialist training course will help participants:
- Develop practical skills to improve customer satisfaction and loyalty
- Learn how to proactively manage and exceed customer expectations
- Strengthen people skills to build lasting and effective relationships
- Understand and apply modern customer service and quality management tools
- Leverage social media and online engagement for sustainable customer relationships
TRAINING OBJECTIVES
The Customer Management Specialist training course aims to enable participants to:
- Apply quality management principles to enhance customer service delivery
- Build strong, trust-based relationships with internal and external customers
- Measure and improve customer focus within their teams and departments
- Proactively influence and manage customer expectations
- Strengthen communication and interpersonal effectiveness to improve satisfaction
- Develop strategies for long-term customer engagement and retention
- Harness social media and online tools to manage brand reputation and customer perception
- Foster a customer-centric culture across all levels of the organization
WHO SHOULD ATTEND?
This Customer Management Specialist training course is ideal for professionals responsible for delivering customer satisfaction, managing relationships, and driving service excellence within their organizations. It is particularly beneficial for:
- Directors and Senior Managers responsible for business growth and profitability
- Customer Service and Relationship Managers aiming to enhance service quality
- Sales and Marketing Professionals seeking a competitive edge through customer focus
- Team Leaders and Supervisors managing customer-facing teams
- New and Experienced Professionals looking to improve customer communication and management techniques
- Quality Management Personnel focused on service excellence and performance improvement
This course is also valuable for any professional seeking to understand customer behavior, strengthen brand relationships, and drive customer loyalty through strategic service management.
TRAINING METHODOLOGY
The EuroMaTech Customer Management Specialist training course employs an interactive and experiential learning approach designed to ensure maximum engagement and retention. Participants will learn through:
- Instructor-led presentations introducing key customer management concepts and frameworks
- Case studies and global best practices showcasing successful customer engagement strategies
- Group discussions and exercises encouraging peer learning and idea sharing
- Video demonstrations analyzing effective communication and service recovery techniques
- Role-play sessions to practice real-world customer scenarios and relationship-building skills
This participative methodology ensures that delegates gain practical tools, frameworks, and confidence to immediately apply their learning to their professional environments.
TRAINING SUMMARY
The Customer Management Specialist training course equips participants with the knowledge, skills, and confidence to deliver exceptional customer experiences and build lasting relationships that drive organizational success.
- Mastery of tools and techniques to strengthen customer relationships
- Enhanced ability to measure and improve customer satisfaction and retention
- Understanding of the role of quality management in customer service excellence
- Practical strategies for managing customer expectations and feedback
- Skills to turn customer service departments into world-class service providers
- Insights into leveraging digital platforms and social media for customer engagement
- Improved communication, empathy, and problem-solving skills
- Confidence to act as a customer service champion within the organization
By the end of this EuroMaTech training course, participants will be equipped to lead customer-focused initiatives that deliver measurable improvements in satisfaction, loyalty, and business performance.
TRAINING OUTLINE
Day 1: Introducing Quality Management and Customer Services
- Introduction to Quality Management
- The History of Quality in Business
- Basic Quality Concepts
- What Is It That Customers Want
- How Can We Calculate the Total Cost of Quality
- Customer Satisfaction is a Perception and Can Be Managed
- Setting Customer Expectations
- Changing Internal Perceptions
- Getting Closer to Customers, Understanding Value
- Understanding Customer Needs and Expectations
- Commitment Starts at the Top of the Organisation
Day 2: Service Quality Tools & Techniques
- Five steps to Effective Quality Management
- Beginning with Measurement
- Then We Need Methods of Control
- Continuous Improvement
- Service Quality Tools and Techniques
- Tools and Approach to Be Used to Include
- Integrated Quality Management Systems
- ISO
- Balanced Scorecard
- Six Sigma
- Questionnaires
- Pareto Analysis
- Nominal Group Technique
- Cause and Effect Analysis
- Solution Effect Analysis
- Selection Grid
Day 3: Managing Customer Expectations
- Exceeding Customer Expectations Every Time
- Determining How to Exceed Expectations
- It’s the Little Things that Matter – Increased Satisfaction at Minimal Cost
- Asking for Feedback on Performance
- Ongoing Evaluation of Effectiveness to Ensure Satisfaction
- Maximise the Value You Deliver
- Understanding Different Customer Styles
Day 4: People Skills to Deliver Excellent Customer Service
- Back to Basics – Communicating with Our Customers
- Identify Listening Styles for You and Your Customer
- Building Rapport
- Influencing Skills
- Persuasion Techniques
- Dealing with Difficult Customers
- Understanding Customer Behaviours
- Understanding Where Anger Comes From
- Developing Emotional Intelligence
Day 5: Operating Virtually & Making it Happen
- Best Practices in using Social Media
- Search Engine Optimization Masterclass
- Using the Tools, Models and Techniques Discussed so Far in 2 Case Studies
- A Real-Life Case Study (In Small Teams)
- Your Own Work Situation (In Same-Company Groups or Slone)
- Producing a Plan of Action to Take Back to the Office
- How to Improve Customer Satisfaction in 5 Quick Steps
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ACCREDITATION
ILM is one of the largest specialist Institutes for leadership & management development. EuroMaTech is a life-time Approved Centre with ILM (ID No. 002398) and have gained ILM Endorsement for a number of training courses, allowing participants to get ILM Certificate through work-based training sessions.
EuroMaTech is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its website: www.NASBARegistry.org.
Euromatech is a Knowledge & Human Development Authority (KHDA) approved training institute in Dubai, licensed and approved to deliver training courses in the UAE.
The KHDA is the regulatory authority in the UAE, that oversees administering, approving, supervising, and controlling the activities of various education providers in the UAE. We are proud of our commitment to ensuring quality training courses and status as a KHDA-approved training provider.
FAQ
EuroMaTech provides a range of ISO certification and compliance training courses, including:
- ISO 9001 – Quality Management Systems Training
- ISO 45001 – Occupational Health & Safety Management Training
- ISO 14001 – Environmental Management Systems Training
These courses help organizations adopt internationally recognized standards and improve their overall performance.
To register for a training course, you can:
- Visit the EuroMaTech website, browse the available courses, and follow the online registration process.
- Contact EuroMaTech’s support team for assistance with course selection or inquiries about corporate training solutions.
EuroMaTech stands out as a leader in training and professional development due to:
- 30+ years of experience delivering high-impact training courses across industries.
- Accreditations from leading institutions, ensuring top-tier course quality and recognition.
- A portfolio of thousands of training courses, serving professionals at every level.
- A focus on innovation and future-ready learning models, including blended and digital training.
- Long-term partnerships with organizations globally, ensuring sustained success through talent development.
EuroMaTech has successfully delivered thousands of training courses, with thousands of professionals from over 50 countries attending annually.
We are happy to share the profiles of our expert instructors. To learn more about their qualifications and experience, please contact us [email protected]
We provide two flexible training formats to suit your preferences:
- Classroom Training: Experience in-person learning with expert instructors. Engage in interactive discussions, hands-on activities, and benefit from face-to-face networking.
- Online Training: Join live online sessions from anywhere, offering flexibility for those with busy schedules or who prefer remote learning.
- In-House Training: We can bring our training directly to your organization, allowing for tailored sessions that address your specific needs and objectives.
Yes, we provide tailored training solutions designed to meet the specific needs of your organization. Customized courses can be delivered either in-person or online, and you can select the dates and duration that best fit your schedule. For more details, please contact us at [email protected]
Yes, we can assist you with the following:
- Corporate Discount: If available, we can extend our corporate discount for your stay at selected hotels.
- Hotel Suggestions: We can provide recommendations for nearby hotels based on your preferences and budget.
Feel free to explore online booking platforms for the most cost-effective options.
