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Audio version brochure
MAA402-1
1 Week Training

Customer-Focused Service Management Skills

Building Skills & Competencies in

  1. Customer Focused Service Design
  2. Strategic Focused Service Design
  3. Improving Service through Implementing Good and Best Practices
  4. Improving Service Image through CRM, Service Design and Execution
www.eurotraining.com/bro/maa402-1.php

1 Week Training Programs

New Delhi 22-26 April 2024
(Classroom)
Kualalumpur, Malaysia 6-10 May 2024
(Classroom)
London 20-24 May 2024
(Classroom)
New York 3-7 June 2024
(Classroom)
Seattle, USA 17-21 June 2024
(Classroom)
New Delhi 1-5 July 2024
(Classroom)
Kualalumpur, Malaysia 15-19 July 2024
(Classroom)
New Delhi 29 July - 2 Aug 2024
(Classroom)
London 12-16 Aug 2024
(Classroom)
New York 26-30 Aug 2024
(Classroom)
Seattle 9-13 Sept 2024
(Classroom)
Istanbul, Turkey 23-27 Sept 2024
(Classroom)
New Delhi 7-11 Oct 2024
(Classroom)
Kualalumpur, Malaysia 21-25 Oct 2024
(Classroom)
New Delhi 4-8 Nov 2024
(Classroom)
London 18-22 Nov 2024
(Classroom)
New York 2-6 Dec 2024
(Classroom)
Seattle, USA 16-20 Dec 2024
(Classroom)
London 30 Dec 2024- 3 Jan 2025
(Classroom)

Useful Links


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What is covered in this Training Program?

  1. This Customer-Focused Service Management skills program will build skills in Meeting Organizational Business Objectives and Building Loyal Customers.
  2. The program will show how we can ensure we build Loyal Customers, these are customers who Buy Your Product or Service Again and Again and ignore your competitor offerings, and, Loyal Customers Say Nice things about Participant and your service behind your back.
  3. In this Customer-Focused Service Management skills program we will learn about Service Management as applicable to both External and Internal Customers.
  4. Participant will Understand, Identify and Implement Processes that lead to Meeting and Exceeding Customer Expectation.
  5. This program will include: Identifying the Internal and External Customers; Identify their Stated Needs, Real Needs and Expectations; Determining which of these needs we are targeting for immediate implementation and which we will schedule for a future time when say any required resources become available; Design the Service for Meeting the Objectives and Targeted Customer Needs; Service Delivery Plan Preparing and Implementation; Next we discuss Proactively Obtaining Customer Feedback; Then we understand how Timely acting on the Feedback can become a Key to Service Management Success.
  6. Designing and being Prepared for Opportunities for Exceeding Customer Expectation is Key to Exceptional Service Management Success, and a Key Customer Loyalty method.

Who Should Attend

  1. This program is intended for Professionals working in Service Organizations and Departments. External Customer Facing Staff may be the First to be Targeted to Attend. But this Program is Equally, if not more, important for those dealing with Internal Customers.
  2. Organizations will nominate staff from Public Relations, Customer Service, Procurement, Maintenance, Audit, HR, Personnel, Finance, Design, Logistics and Security Departments. This program can be used to train Customer Service Teams. This program becomes especially important for Service Improvement Teams when new Service Improvement projects or initiatives are being started.

Program Content & Modules

Customer-Focused Service Management Skills


  1. Introduction to Customer-Focused Service Management
  2. Fundamentals of Customer Psychology and Behavior
  3. Effective Communication Skills for Service Professionals
  4. Service Quality and Customer Expectations
  5. Customer Journey Mapping and Touchpoint Analysis
  6. Problem-Solving and Conflict Resolution
  7. Service Recovery and Complaint Handling
  8. Multi-Channel Service Delivery
  9. Metrics and Measurement in Customer-Focused Service
  10. Building a Customer-Centric Culture
  11. Service Innovation and Continuous Improvement
  12. Ethical Considerations in Customer-Focused Service
  13. Cultural Sensitivity and Diversity in Service
  14. Future Trends in Customer Service
  15. Capstone Project and Case Studies
  16. Service Design and Innovation
  17. Customer Feedback and Voice of the Customer (VoC)
  18. Employee Empowerment and Engagement
  19. Service Personalization and Customization
  20. Measuring Customer Lifetime Value (CLV)
  21. Emotional Intelligence in Service Management
  22. Cross-Functional Collaboration for Service Excellence
  23. Crisis Management and Business Continuity Planning
  24. Social Media and Online Reputation Management
  25. Global Customer Service Strategies
  26. Leadership in Customer-Focused Service
  27. Legal and Regulatory Compliance in Service
  28. Sustainability and Corporate Social Responsibility (CSR) in Service
  29. Customer-Focused Service Technologies
  30. Continuous Learning and Professional Development
  31. Service Metrics and Data Analytics
  32. Servant Leadership and Team Building
  33. Service Contracts and Service Level Agreements (SLAs)
  34. Loyalty Programs and Customer Retention
  35. Handling Customer Feedback and Reviews
  36. Service Benchmarking and Best Practices
  37. Program Recommendations
  38. Customer-Focused Service Management Improvement Action Plan Outline

1 Week Training Program

Outcomes & Takeaways

Euro Training has been providing
  1. Knowhow and Technology Transfer to the Participants. Building relevant Understanding, Competencies & Process Knowledge.
  2. Multi-discipline understanding of Program Topics.
    Means that post program when participant takes decisions, related to his work, participant will automatically and subconsciously consider and take into account (as applicable) Internal & External Customer Needs and Expectations, Operational & Strategic Objectives, Regulatory Aspects, Industry Standards, Technology Options, Understand Helpful Modern Tools and Methods, Understand Risks, Actions for Increasing Productivity, Legal & Contractual Aspects, Intellectual Property Aspects, Safety, Security, Audit, Cost Benefit Aspects, Value Engineering Opportunities, Key Performance Indicators, Meaningful Performance Evaluation System, and, Data Analytic Opportunities.
    This type of understanding and habit otherwise develops after years of rich and diverse work experience. (few get this opportunity)
  3. Knowledge Framework outline which will enable the participant to understand and learn the right lessons from his own past, present and future on-the-job experience.
  4. Training that will empower the participant to identify, support and implement improvements in his work area, team, section, department, and organization.
This 1 Week Training Program participant will typically take away...
  1. Program related knowhow, skills, competencies and process knowledge.
    This program will use case studies and benchmarked Good and Best Practices to enhance participant understanding and competencies.
  2. Domain Knowledge and process knowledge.
    The participant will become empowered and should become more Productive, Effective, Efficient, Customer Focused and Strategic Focused.
    At the end of the program, the Participant will prepare a Customized Outline Action Plan which will serve as the roadmap to implement some key improvements in his work area.

Benefits to the Organization Sponsoring Participants to this program

(Benefits made possible by Euro Training's unique, multidiscipline, customer focused, strategic focused, easy to understand and apply training methodology that relies on Industry Good and Best Benchmarked Practices)

Participant Individual Career Benefits

  1. First, and most important benefit, is the positive self-esteem that will come from being able to do your work right first time and meet internal and external customer expectations.
  2. Second, the Program developed Understanding, Skills & Competencies will help you successfully present your professional and Team skills at Job Interviews and Internal Performance Evaluation Reviews.
  3. You gain a clear direction for analyzing, proposing and implementing improvements in his work area.
    The outline action plan you prepare and take away after the program will help you take improvement initiatives and make a positive difference in your performance on the job, team, business unit or organization. This difference after implementation and when added to your resume will make you a prime candidate for career advancement in your own organization or in your next job.
  4. Post program when you take decisions related to your work processes you will automatically consider (as applicable): Internal & External Customer Needs and Expectations, Technology Options, Helpful Tools and Methods, Consider Risks, Mitigate Risks, Take Actions that Increasing Productivity, Consider Legal & Contractual Aspects, Consider Intellectual Property Aspects, Pay attention to Safety and Security, Consider future Audit, Weigh Cost Benefit between options, Be Mindful of Key Performance Indicators (KPIs), Consider how Performance will be evaluated, and, Consider need for and Opportunity to Develop a Decision Support Knowledge Base, .... (and possibly more multi-discipline aspects).

Registration Form

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Optional Fields


Registration Information 1 Week Program

  1. To register: Please send us an official letter confirming registration (on organizational letterhead). Also send us a completed registration form ?electronically fill-able is at- available at http://www.eurotraining.com/etl-reg-1w.doc You can request or registration form by Emailing regn@eurotraining.com and eurotraining@gmail.com
  2. For Program Fee Information Email: fees@eurotraining.com . Fees are Payable by Bank Transfer or Bank Draft. Fee information is also available at: http://www.eurotraining.com/fees.pdf .
  3. Program Fee is
    • 1 week (5 day/30 hrs) Training Program:
      Classroom Training at Dubai, Kuwait, New Delhi, Qatar £4,315 (USD $5,500) per participant.
      At London, US Locations, Europe, Malaysia, Singapore £4,747 (USD $6,050) per participant.
      Online eTraining Fee £2,000 (USD $2,500) per participant.
    and includes Course Materials, Certificate, Refreshments and Lunch (classroom programs). www.eurotraining.com/admin/fees.php)
  4. Accommodation is not included in Program fee. Special rates will be available at venue hotel for the class room training program participants.
  5. Special discount of 10% is offered for participants who pay their fees at least 45 days before start of the program.
  6. Refund will not be considered where the participants cancels his registration less than 3 weeks before start of the program. Alternate nominations will be allowed anytime before program start. In case of exceptional hardship or emergency participant may be allowed to attend at another location.
  7. All participants are required to fill in Participant Information form - on first day of the program. Each program Undergoes Customization to Better Meet Participant Present and Future Career Needs. Please be prepared to let the Instructor/s know about your organization's Special Needs, Interests or Initiatives.
  8. It is always useful for participants to bring their existing problems or case studies, work-process flow charts or job related problems for discussion - consideration will be at sole discretion of the program director/s.
  9. Provisional Registration : You can make a provisional registration request by sending us an email with an official provisionsl registration request this will ensure we will reserve a seat for you for 14 days. After this you have 2 weeks to send us an official registration request. Provisional registration is automatically cancelled at the earlier of (1) 2 weeks after Provisional Confirmation if registration is not confirmed from your side (2) Two weeks before start of the program. We do request you to inform us ASAP you have decided either way. Please note All provisional registrations automatically cancel 2 weeks before program start unless confirmed.
  10. Information required for Provisional Registration: Program Title, Location, Dates, Your Organization Name, Your Email Address, Your FAX No and your Mobile Number.


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