An Intensive 5-day Training Course
Customer Service Excellence
Tools & Techniques for Customer Retention
CLASSROOM DATES
This course is also available as a CPD certified training course under the title: Certified Customer Service Professional
INTRODUCTION
The Internet has fundamentally transformed the way businesses operate and how customers interact with brands. In today’s 24/7 “Always On” business landscape, customer expectations are higher than ever, and comparison platforms have intensified competition, reducing traditional brand differentiation. In this environment, the customer experience has become the ultimate competitive advantage, and achieving Customer Service Excellence is critical to sustained success.
The Customer Service Excellence training course by EuroMaTech is a fast-paced, interactive, and research-driven programme that draws upon the latest insights into customer psychology, behavioral science, and the dynamics of modern customer engagement. This course empowers participants to understand the real meaning of value, identify what customers truly care about, and implement practical strategies to deliver exceptional service that builds loyalty and strengthens profitability.
By exploring best practices, innovative tools, and social media strategies, participants will learn how to transform customer service from a routine task into a key driver of organizational success.
Participants attending the Customer Service Excellence training course will develop the ability to:
- Understand the link between price, quality, and value and how it drives customer perception
- Identify activities that create or destroy value within the service process
- Apply the science of persuasion to influence customer satisfaction and loyalty
- Build customer-focused systems and behaviors that enhance both customer experience and profitability
- Leverage social media and online engagement to create meaningful, long-term customer relationships
TRAINING OBJECTIVES
The EuroMaTech Customer Service Excellence training course aims to enable participants to:
- Define and deliver true value through customer-centric service strategies
- Enhance service delivery standards to drive satisfaction, loyalty, and profitability
- Build and sustain a customer-focused organizational culture
- Lead and manage customer service teams to achieve excellence and professionalism
- Use leadership and communication to inspire service-driven performance
- Implement staff recruitment, training, and motivation practices aligned with service excellence
- Establish and maintain internal service standards that support customer-facing teams
- Utilize social media and digital tools to strengthen brand-customer relationships
WHO SHOULD ATTEND?
This Customer Service Excellence training course is ideal for professionals dedicated to elevating customer satisfaction and loyalty, including:
- Customer Service Professionals, Managers, and Quality Management Personnel
- Voice of the Customer Analysts seeking to enhance customer insights
- Brand and Marketing Managers aiming to create differentiated service experiences
- Entrepreneurs and Business Owners striving to compete through superior service
- Team Leaders and Supervisors responsible for front-line service delivery
- Public Relations and Communications Specialists managing customer reputation
- Anyone involved in building or sustaining their organization’s reputation for service excellence
This course is particularly valuable for professionals seeking to develop leadership capabilities and customer service strategies that drive measurable business performance.
TRAINING METHODOLOGY
The EuroMaTech Customer Service Excellence training course combines theory, practice, and experiential learning in an engaging and collaborative format. Participants will learn through:
- Instructor-led presentations introducing the latest customer service concepts and tools
- Case studies from world-class service organizations
- Role-play and simulation exercises to practice communication and service recovery skills
- Group discussions and syndicate work to share insights and experiences
- Skills practice sessions supported by video analysis and real-world scenarios
This hands-on methodology ensures participants can immediately apply their learning to their workplace, driving tangible improvements in customer satisfaction and retention.
TRAINING SUMMARY
The Customer Service Excellence training course by EuroMaTech equips professionals with the strategies, insights, and skills to build customer-centric organizations that deliver measurable value. Participants will gain a comprehensive understanding of how to transform customer service from a functional task into a strategic business advantage.
- Techniques to align business operations and culture around the customer
- Insights into how exceptional service drives return on investment (ROI)
- Leadership strategies to create and sustain a service-driven culture
- Methods to attract, develop, and retain high-performing customer service talent
- Practical coaching techniques to reinforce excellence in service delivery
- Tools to foster positivity, motivation, and ownership within service teams
- Best practices for leveraging social media to build lasting, profitable customer relationships
TRAINING OUTLINE
Day 1: The Business Case for Customer Service Excellence
- Why Excellence in Customer Service is a Hot Business Boardroom Issue
- Understanding What Your Customers Expect
- Benchmarking for Competitive Success
- Understanding That Benchmarking is Not Always the Answer
- Meeting and Exceeding Changing Customer Expectations
- Assessing Your Organisational Culture for Customer Service Focus
- Core Foundations for Building a Customer Centric Culture
- Overcoming Obstacles to Customer Service Excellence
Day 2: Improving Customer Service Standards
- Showing Your Customers You are Serious About Providing Customer Service Excellence
- Resolving Customer Service Challenges Positively
- The Six Hats Problem Solving Approach
- Shifting Perceptual Positions
- Resolving Complaints, Disputes and Conflict
- Role Modelling Top Performers in Customer Service
- Moving Closer to the Customer – Rapport Skills to Build Better Relationships
Day 3: Creating a Culture of Service Excellence through Continuous Learning
- What is a Learning Organisation?
- Creating a Vision for Customer Service Excellence and Continuous Learning in Your Organisation
- Applying Continuous Learning Strategies to Customer Service Excellence
- Planning for Change – Using the Neurological Levels Model
- Leading By Example – Teaching Others Through Behavioural Excellence
- There is No Failure Only Feedback – Moving Forward for Personal and Business Growth
- Building Team-Work, Cooperation and Collaboration with Colleagues
Day 4: Hiring Excellent Customer Service Personnel
- The Importance of a Strong Value Set in Customer Service Delivery Excellence
- Core Customer Service Qualities and Competencies
- The Transferability of Customer Service Skills
- Retaining and Motivating Your Best People
- Developing Staff Engagement in the Business
- Understanding the Psychological Contract and Its Impact on Staff
- Using Rewards and Incentives to Motivate Performance
- The Importance of the Team Leader/Supervisor in Frontline Staff Employment
- Addressing ‘Real Life’ Work Challenges in Customer Service Excellence
Day 5: Let’s Get Social
- Understanding Best Practice in Social Media
- Others (Including Snapchat, E-Mail etc.)
- How to Develop a Social Media Campaign
- Getting Found Online – Effective SEO Strategies
- Events – Looking Them in the Eye
- Action Planning to Take the Learning Back and Develop it Further
CALL ME BACK
Do you wish for us to conduct this course at your premises?
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ACCREDITATION
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.
