An Intensive 5-day Training Course
Certified Customer Service Professional
Tools & Techniques for Customer Retention
This accredited training course is also available as a generic title: Customer Service Excellence
INTRODUCTION
The Internet has changed everything!
In today’s 365/24 ‘Always On’ business environment, customer expectations have skyrocketed. The internet, search engines, and comparison websites have made it easier than ever for customers to switch brands. At the same time, social media and peer-review platforms have amplified the customer experience, making Customer Service Excellence the ultimate differentiator in any industry.
This Certified Customer Service Professional Training Course provides cutting-edge insights into customer behavior, psychology, and service strategies to help professionals deliver world-class customer experiences that drive loyalty and revenue growth. Through interactive sessions, real-world case studies, and proven methodologies, participants will gain the skills needed to build value, enhance customer interactions, and lead customer-focused transformations within their organizations.
Participants in this Customer Service Professional Training Course will:
- Understand the connection between price, quality, and value in customer decision-making.
- Learn which business activities add value and which diminish the customer experience.
- Explore the science of persuasion and influence in customer interactions.
- Develop tools and techniques to enhance customer experience and increase retention.
- Leverage social media strategies to create meaningful, long-term customer relationships.
TRAINING OBJECTIVES
By the end of this Certified Customer Service Professional Training Course, participants will be able to:
- Define value from the customer’s perspective and apply service strategies to enhance satisfaction.
- Develop customer-focused service cultures that improve brand loyalty and business performance.
- Lead customer service initiatives that enhance professionalism and service excellence.
- Improve service delivery standards to drive sustainable growth and bottom-line profits.
- Utilize the latest digital tools and social media to build stronger customer relationships.
- Enhance internal service standards for better organizational alignment and customer engagement.
WHO SHOULD ATTEND?
This Customer Service Professional Training Course is ideal for professionals looking to enhance customer interactions, service delivery, and brand reputation, including:
- Customer Service Professionals, Managers, and Leaders Driving Service Excellence.
- Quality Management Personnel Responsible for Customer Experience Metrics and Improvement.
- Brand Managers and Marketing Professionals Seeking Competitive Differentiation Through Service.
- Entrepreneurs and Business Owners Aiming to Outcompete Larger Companies through Exceptional Service.
- Customer Experience (CX) Specialists Looking to Improve Customer Engagement and Retention.
- Voice of the Customer Analysts who Analyse and Optimize Customer Feedback Strategies.
TRAINING METHODOLOGY
This Certified Customer Service Professional Training Course utilizes an interactive, hands-on learning approach, ensuring participants gain practical skills and actionable strategies for service excellence. The EuroMaTech training includes:
- Real-world case studies from top-performing customer-centric organizations.
- Group discussions and role-playing exercises to enhance customer engagement skills.
- Customer service simulations and practical exercises for real-time application.
- Insights into customer psychology and influence strategies for better service delivery.
- Social media engagement techniques for strengthening brand-customer relationships.
This immersive learning experience blends theory, real-world application, and digital strategies, ensuring that attendees leave with a clear action plan to transform customer service operations in their organizations.
TRAINING SUMMARY
Customer service is no longer just a function—it is the foundation of business success. This Customer Service Professional Training Course equips professionals with the expertise, tools, and leadership skills to elevate customer experiences, drive loyalty, and boost business performance.
For Organizations:
- Higher customer satisfaction and loyalty through superior service delivery.
- Stronger brand reputation via consistent customer experience excellence.
- Increased revenue and profitability by reducing customer churn and improving retention.
- Better social media and digital engagement for building meaningful customer relationships.
- Enhanced internal service culture leading to improved team collaboration and productivity.
For Participants:
- Mastery of customer service best practices to enhance service interactions.
- Increased ability to handle customer concerns and service challenges effectively.
- Stronger leadership skills in driving customer-centric initiatives.
- Confidence in implementing service strategies that add value and drive growth.
- Improved career prospects in customer experience, service management, and leadership roles.
This EuroMaTech training course provides a transformational experience that ensures participants can deliver unparalleled customer service and drive business success through customer excellence.
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 alwaysthe 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, eMail 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
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ACCREDITATION
EuroMaTech is a member of the CPD Certification Service, Membership Number – 16851, offering professionals across various industries with CPD learning opportunities.
EuroMaTech is approved to provide recognised independent CPD accreditation compatible with global CPD principles and joins the initiative to increase standards of CPD provision to professionals in relevant market sectors.
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
We are happy to share the profiles of our expert instructors. To learn more about their qualifications and experience, please contact us info@euromatech.com
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 inhouse@euromatech.com
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.
EuroMaTech has successfully delivered thousands of training courses, with thousands of professionals from over 50 countries attending annually.
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.
