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MAA402-4
4 Week Professional Certification Training

Certified Customer-Focused Service Management Professional

Building Professional Certification 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/maa402-4.php

Training Dates Certification Programs

3-28 Sept 17
(Dubai, UAE)
10 Sept-5 Oct 17
(Dubai, UAE)
17 Sept- 12 Oct 17
(Dubai, UAE)
24 Sept- 19 Oct 17
(Dubai, UAE)
1-26 Oct 17
(Dubai, UAE)
8 Oct-2 Nov 17
(Dubai, UAE)
15 Oct-10 Nov 17
(Dubai, UAE)
22 Oct- 16 Nov 17
(Dubai, UAE)
29 Oct-23 Nov 17
(Dubai, UAE)
5-30 Nov 17
(Dubai, UAE)
12 Nov-7 Dec 17
(Dubai, UAE)
19 Nov-14 Dec 17
(Dubai, UAE)
26 Nov-21 Dec 17
(Dubai, UAE)
3-28 Dec 17
(Dubai, UAE)
10 Dec 17- 4 Jan 18
(Dubai, UAE)
17 Dec 17- 11 Jan 18
(Dubai, UAE)
24 Dec 17-18 Jan 18
(Dubai, UAE)
31 Dec 17 - 25 Jan 18
(Dubai, UAE)

Useful Links


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What is covered in this Certification Program?

  1. This Customer-Focused Service Management 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 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 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.

Certification Program Content & Modules

Certified Customer-Focused Service Management Professional


  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. Service Disruption and Digital Transformation
  74. The Psychology of Customer Trust and Loyalty
  75. Service Diversity and Inclusion Strategies
  76. Social Responsibility and Service Advocacy
  77. Crisis Preparedness and Resilience Training
  78. Customer-Focused Service Metrics in a Subscription Economy
  79. Building Emotional Connections in Digital Service
  80. Ethical Leadership and Decision-Making in Service
  81. Advanced Customer Analytics and Predictive Modeling
  82. Service Localization and Globalization Strategies
  83. Cognitive Diversity and Innovation in Service Teams
  84. Emotional Branding and Customer Loyalty
  85. AI Ethics and Transparent Customer Interactions
  86. Innovations in Voice and Video Customer Service
  87. Customer-Centric Design Thinking Workshops
  88. Service Agility in Agile Organizations
  89. Consumer Psychology and Pricing Strategies
  90. Service Innovation and Startups
  91. Customer-Centric Crisis Recovery and Reputation Management
  92. Neuro-Linguistic Programming (NLP) in Customer Interactions
  93. Service Innovation and Blockchain Technology
  94. Cultural Sensitivity in Multicultural Service Settings
  95. AI-Augmented Human Service Collaboration
  96. Navigating Regulatory Challenges in Service
  97. Service Innovation in the Sharing Economy
  98. Remote Service Management and Telecommuting Teams
  99. Future of Customer Experience Virtual and Augmented Reality
  100. Service Leadership and Legacy
  101. Deeper Insights into Customer-Focused Service Management Processes, Skills & Competencies
  102. Customer-Focused Service Management Process by Process Policy, Objectives and Customer Expectations for Key Processes
  103. For each Customer-Focused Service Management Process Procedures, Controls, Internal Audits
  104. Process by Process Feedback and Performance Evaluation
  105. Key Process KPIs for Customer-Focused Service Management
  106. Specific Methods to Increase Customer-Focused Service Management Productivity
  107. Planning & Developing a Customer-Focused Service Management Process Knowledgebase
  108. Workshops: Applying What you have Learnt during the program.
  109. Advanced Insights on Customer-Focused Service Management Critical Issues
  110. Setting up Early Warning System to Provide Customer-Focused Service Management Decision Support
  111. Methodology for Building a Customer-Focused Service Management Artificial Intelligence Methods Knowledgebase
  112. Making a Leadership Contribution in Customer-Focused Service Management Unit
  113. Differentiating Customer-Focused Service Management Unit Performance.
  114. Customer-Focused Service Management Coaching and Building Competencies in Staff
  115. Identifying Customer-Focused Service Management Technology Trends
  116. Customer-Focused Service Management Professional Certification Tests
  117. Professional Certification Interview
  118. Program Recommendations
  119. Detailed Personalized Customer-Focused Service Management Improvement Action Plan

MAKE YOUR CAREER MOVE

Enhance your Academic Qualifications with Certified, Validated, Marketable, Professional Performance & Credibility


Euro Training Professional Certification Training Programs are Providing
  1. Knowhow and Technology Transfer to the Participants.
  2. Building Job Oriented Understanding, Competencies & Process Knowledge.
  3. Domain Multi-discipline understanding that Improves Performance, Credibility and Respect
  4. Competencies that Enable Superior Performance, Promotion, Career Advancement and Respect among Peers

Typical Certification Workshop Participant Takeaways
  1. A-Z Knowhow and Step-by-Step Process Knowledge
  2. A Customized Detailed Action Plan to apply the Program Knowledge to Work.
    The detailed Action Plan and Implementation Plans you prepare and take away after the program will help you take improvement initiatives and make a positive difference in your 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/s.

Benefits for Organization Sponsoring Participants

(Made possible by Euro Training's unique, multidiscipline, customer focused, strategic focused, knowledge management, Data Analytics approach)
  1. Improved Performance through
    • Effectiveness (doing right first time by considering all key stakeholders), Efficiency (applying good practices), Goal Achievement (KPIs)
    • Customer Satisfaction
    • Strategic Alignment
  2. Multi-discipline Empowered Employee
    • Multi-Stakeholder Focus
    • Customer Focus
    • Operational Focus
    • Strategic Focus
    • Management by Facts (Data Analysis & Performance Evaluation)
  3. Employees Leveraging the Multi-Disciplines for doing the job right first time, by taking following aspects into consideration before decision making...
    Business Needs, Internal & External Customer Needs and Expectations, Operational & Strategic Objectives, Regulatory Aspects, Industry Standards, Technology Options, Understand Helpful Modern Tools and Methods, Understanding Risks, Leveraging Contingency Plans, Actions that Increase Productivity, Legal & Contractual Aspects, Intellectual Property Aspects, Safety, Security, Audit, Cost Benefit Aspects, Value Engineering Opportunities, Develop Key Performance Indicators, Develop a Meaningful Performance Evaluation System, Leveraging Data Analytic Opportunities, Leveraging Artificial Intelligence Opportunities, Developing a Decision Support Knowledge System, Internal Business Unit Training System, Internal Employee Certification System .... (and more multi-discipline aspects)
  4. Creating a Professionally Certified Pool of Domain Mentors, Coach & Trainers who have access to the required resources from the Developed Knowledge System. Also Also helping create internal multi-level job competency certification system.

Participant Career & Life Benefits
Gained by Attending this Professional Certification Program

  1. Job Satisfaction that will come when satisfying your customers
  2. Respect that will come when you are Recognized by your Peers
  3. Promotion that will come from your Better Job Performance, Making Improvements and Convincing Performance Review Handling
  4. Career Advancement that will come from your increased Employability through Convincing Competency Display in Resume and Interviews, Improvement Ideas, Implemented Improvements & Validated Certification

Registration Form

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Optional Fields


Registration Information
4 Week Professional Certification Training 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-4w.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.php .
  3. Program Fee is
    • 4 week (120 hrs)
      At Dubai, Kuwait, New Delhi, Qatar £13,990 (USD $17,800) per participant.
      At London, US Locations, Europe, Malaysia, Singapore £15,389 (USD $19,580) per participant.
      Online eTraining Fee £6,000 (USD $7,500) 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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Euro Training Limited

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