Euro Training Limited Training Programs, Workshops and Professional Certifications

2 Week Training Workshops
Providing Future Micro-Competencies for Leveraging the Best of Digital Transformation, Data Analytics and Artificial Intelligence AI

Audio version brochure
MAA402-2
2 Week Training Workshop

Customer-Focused Service Management Skills

Building Hands-on 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/maa402-2.php

2 Week Training Workshops

New Delhi 22 April-3 May 2024
Training & Workshop
Kualalumpur 6-17 May 2024
Training & Workshop
London 20-31 May 2024
Training & Workshop
New York 3-14 June 2024
Training & Workshop
Seattle, USA 17-28 June 2024
Training & Workshop
New Delhi 1-12 July 2024
Training & Workshop
Kualalumpur 15-26 July 2024
Training & Workshop
New Delhi 29 July - 9 Aug 2024
Training & Workshop
London 12-23 Aug 2024
Training & Workshop
New York 26 Aug-6 Sept 2024
Training & Workshop
Seattle 9-20 Sept 2024
Training & Workshop
Istanbul 23 Sept-4 Oct 2024
Training & Workshop
New Delhi 7-18 Oct 2024
Training & Workshop
Kualalumpur 21 Oct-1 Nov 2024
Training & Workshop
New Delhi 4-15 Nov 2024
Training & Workshop
London 18-29 Nov 2024
Training & Workshop
New York 2-13 Dec 2024
Training & Workshop
Seattle, USA 16-27 Dec 2024
Training & Workshop
London 30 Dec 2024- 10 Jan 2025
Training & Workshop
Dubai 6-17 Jan 2025
Training & Workshop
Kualalumpur 20-31 Jan 2025
Training & Workshop
Dubai 3-14 Feb 2025
Training & Workshop
London 17-28 Feb 2025
Training & Workshop
New York 2-13 March 2025
Training & Workshop
Seattle, USA 16-27 March 2025
Training & Workshop
Istanbul 30 March-10 April 2025
Training & Workshop
New York 13-24 April 2025
Training & Workshop
Dubai 27 April-8 May 2025
Training & Workshop
Kualalumpur 11-22 May 2025
Training & Workshop
London 25 May-5 June 2025
Training & Workshop

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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. 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.
  2. In this Customer-Focused Service Management skills program we will learn about Service Management as applicable to both External and Internal Customers. Participant will Understand, Identify and Implement Processes that lead to Meeting and Exceeding Customer Expectation.
  3. 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.
  4. Designing and being Prepared for Opportunities for Exceeding Customer Expectation is Key to Exceptional Service Management Success, and a Key Customer Loyalty method. The program will show that despite the Best Service Management System, Customer Dissatisfaction, can and will, creep in due to many well understood reasons - these can be avoided, or minimized, by incorporating some Standard well understood Customer Service Good Practices.
  5. This program will also discuss from case studies from organizations who have taken the lead in Customer Service through their unique process design. These use cases have been collected, studied and benchmarked and are collectively referred to as Service Management Best Practices in this Program.
  6. This Customer-Focused Service Management skills program will also familiarize the participant with Information Technology and Data Analytics Methods that provide us New Opportunities to Capture Customer Satisfaction and Feedback in a timely and proactive manner. Participant will learn that with these Real Time Systems it is now possible to incorporate into Service Design and Processes methods to convert a dissatisfied customer into a delighted or loyal customer. This program will also discuss Customer Relation Management (CRM) Methods and Tools which when linked to Service Delivery Process Will help Improve the Customer Experience, Improve Service Image and build loyal customers.

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.

Workshop 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. Psychological Resilience for Service Professionals
  38. Customer-Focused Service in E-Commerce
  39. Navigating Service in B2B Environments
  40. Customer-Centric Crisis Communication
  41. Service Audits and Continuous Quality Improvement
  42. Frictionless Service Experiences
  43. Adaptive Problem-Solving for Service Challenges
  44. Influencing Customer Behavior and Decisions
  45. Customer-Focused Service in Healthcare
  46. Ethical Use of Customer Data and AI
  47. Creating a Service Excellence Roadmap
  48. Crisis Resilience and Business Continuity Planning
  49. Customer Advocacy and Brand Ambassadors
  50. Future-Proofing Customer Service Strategies
  51. Crisis Communication in the Digital Age
  52. Cultural Intelligence and Global Service Adaptation
  53. AI-Powered Personalization and Hyper-Personalization
  54. Customer-Centric Service in Public Sector and Nonprofits
  55. Designing Customer-Centric Service Processes
  56. Storytelling for Enhanced Customer Engagement
  57. Ethical Considerations in AI and Automation
  58. Crisis Leadership and Resilience
  59. Designing and Analyzing Customer Surveys
  60. Emotional Well-being of Service Professionals
  61. Service Innovation through Co-Creation
  62. Managing Multi-Generational Customer Interactions
  63. Effective Use of Chatbots and Virtual Assistants
  64. Creating Service Recovery Systems
  65. Agility and Change Management in Service
  66. Customer-Centric Data Privacy and Security
  67. Gamification for Enhanced Customer Engagement
  68. Customer-Centric Supply Chain and Logistics
  69. Service Management in Remote and Hybrid Work Environments
  70. Customer Empowerment and Self-Service Strategies
  71. Sustainable Service Practices and Eco-Friendly Initiatives
  72. Customer-Centric Innovation Labs
  73. Program Recommendations
  74. Detailed Personalized Customer-Focused Service Management Improvement Action Plan

2 Week Training Workshop

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 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 2 Week Training Workshop participant will typically take away...
  1. Program related detailed knowhow, skills, competencies and process knowledge, and hands on practice on applying some of the key skills.
    This 2 week programs add depth to the program topics covered in the first week, by including additional discussions on (as applicable) Risks, Prioritization, Quality Assurance, Strategic Considerations, Process and Control Automations, Early Warning Systems, Performance Evaluation, Key Performance Indicators, Improvements, Benchmarking, Innovation, Disruptive Innovation, Risk Management, and Work Standardization.
    This program adds more case studies and hands on workshops to help apply what the participant has learnt during the program.
  2. Domain Knowledge, process knowledge, and hands on practice of decisions on actually job situations.
    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 Detailed 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 detailed 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.
    This program ensures you will learn about and understand the Strategic Alignment Aspects of your job (as relevant) and in the process enable you to understand how to make a leadership contribution in your work area, team, or organization.
  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, Analyze Value Engineering Opportunities, Be Mindful of Key Performance Indicators (KPIs), Consider how Performance will be evaluated, Consider Data Analytic Opportunities, Be mindful of Artificial Intelligence Opportunities, Consider need for and Opportunity to Develop a Decision Support Knowledge Base, Consider need to perform Internal Training or Mentoring, Consider need for Setting-up an Internal Employee Certification System .... (and more multi-discipline aspects).

Registration Form

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Registration Information 2 Week Training Workshop

  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-2w.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 available at: http://www.eurotraining.com/fees.pdf .
  3. Program Fee is
    • 2 week (60 hrs) Training Workshop:
      Classroom Training at Dubai, Kuwait, New Delhi, Qatar £6,990 (USD $8,900) per participant.
      Classroom Training at London, US Locations, Europe, Malaysia, Singapore £7,689 (USD $9,790) per participant.
      Online eTraining Fee £3,500 (USD $4,375) 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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2 Week Workshops Quick Access HTML Links

Data-Science-AI | Customer Focus | District Cooling | Power Generation | Power Transmission | Finance & Insurance | Human Resources & Training | Innovation | Logistics | IT & Business Automation | LNG & Gas | Maintenance | Management & Leadership | Mergers & Acquisitions | New Emerging Technologies | Front-Back Office | Intellectual Property | Performance Evaluation | Petroleum Drilling | Petroleum Management & Leadership | Pipelines | Petroleum Refining | Public Relations & CSR | Corporate Security & Safety | Soft Skills | Water & Waste-Water Treatment | Water Desalination |


Euro Training Limited

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hmiller@EuroTraining.com | EuroTraining@gmail.com | regn@EuroTraining.com