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Course Category
→ Accounting and Finance
→ Administration and Secretarial
→ Auditing and Governance, Risk and Compliance
→ Banking, Insurance and Financial Services
→ Business Continuity and Crisis Management
→ Communication and Writing Skills
→ Construction Management
→ Contracts Management
→ Customer Service
→ Data Management and Business Intelligence
→ Digital Innovation and Transformation
→ Energy and Water Management
→ Financial Technology (FinTech)
→ Health, Safety and Environment
→ Human Resources and Training
→ Interpersonal Skills and Self Development
→ IT Management
→ Leadership and Management
→ Legal
→ Maintenance and Engineering
→ Marketing and Sales
→ Monetary Economics
→ Monitoring and Evaluation
→ Oil and Gas
→ Planning and Strategy Management
→ Port and Shipping Management
→ Procurement and Supply Chain Management
→ Project Management
→ Public Relations
→ Quality and Productivity
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Customer Service Excellence

Why Attend

Customer service excellence is vital for business growth, driving customer loyalty and positive referrals. Modern organizations focus on providing differentiated experiences to stand out from competitors. Excellence involves exceeding customer expectations through a deliberate, customer-focused strategy. This program teaches core practices and skills for delivering world-class service and retaining profitable customers. Participants will learn to integrate key factors that attract and motivate both customers and staff. 

Overview

Course Outline

Schedule & Fees

Course Methodology

Instructor-led training that uses interactive learning methods, including class discussion, small group activities, and role-playing

Course Objectives

Read well the needs of the customers and come up with propositions to meet those needs; Maintain a sustainable long-lasting relationship with its customer base; Exceed customer expectations by designing personalized experiences for the customer; Find innovative ways to add value for the customer through customer service; Develop a better communication channel with customers that provide for an effective feedback system and follow-up; Recognize customer complaints as a way to improve their functioning; Develop an efficient way to measure customer service excellence and evaluate the performance of the sales workforce; Enhance sales and marketing of the company and ensure business growth; Reduce price sensitivity of customers as loyal customers are willing to pay more for the same product and service

Target Audience

Module 1 Senior Marketing Managers/ Marketing Heads/Marketing Team; Customer Relationship Managers/ Relationship Managers; Customer Service Professionals/ Supervisors/ Team Leaders and Managers; Sales Professionals, Salesperson, and Sales Analysts; Start-up Founders, Entrepreneurs

Target Competencies

n/a

Module 1

Introduction to Customer Service Excellence

  • Concept of service excellence

  • Benefits of customer service excellence

  • Using customer service excellence to build a competitive advantage

  • Recognizing the shift from product-centric to a customer-centric organization

  • Meeting and exceeding changing customer expectations

  • Assessing your organizational culture for customer service focus

  • Core foundations for building a customer-centric culture

  • Overcoming obstacles to customer service excellence

Module 2

Understanding Customer Needs and Expectations

  • Customer journey mapping

  • Identifying customer expectations before, during and after-sales

  • Adding value through customer service

  • Customizing customer service

  • Moving closer to the customer - rapport skills to build better relationships

Module 3

Developing Loyalty Programs

  • Identifying the loyalty ladder

  • Customer loyalty

  • Customer lifetime value

  • Designing referral programs

  • Real-world examples of loyalty programs

  • Applying continuous learning strategies to customer service excellence

  • Planning for change - using the Neurological levels model

  • Leading by example - teaching others through behavioral excellence

Module 4

Enhancing Customer Experience

  • Customer experience index

  • Customer feedback communication channels

  • Use of innovation in enhancing customer experience

Module 5

Developing Customer Service Strategy

  • Strengthening sales and marketing team

  • Using technology: chatbots, data analytics, artificial intelligence

  • Using social media channels to expand branding and for better customer support

  • Multi-channel servicing

Module 6

Elements of Customer Service Excellence

  • Developing communicators

  • Developing empathy and connect

  • Working on response time

  • Product knowledge

  • Identifying key performance indicators

Module 7

Customer Need Research Methods

  • Qualitative methods of recognizing customer needs

  • Quantitative methods of recognizing customer needs

Module 8

Developing Service Excellence Culture

  • The developing mindset among the team

  • Increasing employee engagement through leadership

  • Prioritizing on building customer relationships

  • Creating an accountability team

$2875

Port Louis

Country: Mauritius

Duration: One week

Date: 15–19 Sep 2025

Register

$2875

Sharm El-Sheikh

Country: Egypt

Duration: One week

Date: 02–06 Mar 2026

Register