Euro Training Limited Training Programs, Workshops and Professional Certifications
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Leveraging the Best of Digital Transformation, Data Analytics, AI & ChatGPT

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QCF602-4D
4 Week Professional Certification Training

Certified Customer-Focused Management Professional

Building Professional Certification Skills & Competencies in

  1. Customer Needs, Real Needs & Expectations
  2. What Exceeds Customer Expectations
  3. Identifying & Implementing Value for the Customer
  4. Leveraging Data Analytics & AI for Meeting & Exceeding Customer Expectations
www.eurotraining.com/bro/qcf602-4.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 Workshop?

  1. This Customer-Focused Management Professional Certification builds in the participant the essential Understanding, Competencies, Skills, Process Knowledge and Management Guidance to Meet and Exceed Customer Expectations. The participant will learn how to ensure performance that is Customer Focused and at the same time is effective, efficient, and, aligned to Operational & Strategic Objectives. This is a comprehensive program. Program Topics will be discussed in great detail during the 4 weeks, to ensure the participants gains a full Multi-Discipline Multi-Stakeholder Latest-Technology Equipped Understanding of the Customer-Focused Processes.
  2. Participants will appreciate that we are in business because some customers need what we offer and, we can be highly successful if lots of customers need what we provide, and or, if a customer who uses our product or service wants to use it again and again. This program's definition of Customer is anyone who uses your product or service or who is impacted or influences the success or failure of our product or service.
  3. The first question for the participants is What do our Targeted Customer's want? What are their Needs? Real Needs? Their Expectations? How can we meet and exceed their expectations? In todays competitive world, Meeting Customer Expectations is Not a Big Deal... So many competitors will also be happy to meet customer need for the price or order, even happy customers may try your competitors next time and may like him better for some reason! And you may loose him. Key to success is Exceeding Customer Expectations or Delighting the Customer, giving customer more than what anybody else gives. Further, Our social experience teaches us that most people take negative feedback as a personal attack, and it may spoil relationships forever. Customers don't like giving feedback, if dissatisfied they just don't come back but may tell 20 to 30 other people of their dissatisfaction experience with you. Correction, some customers who are very-very dissatisfied do give a very negative feedback with no intention of coming back. So, a dissatisfied customer leaving your department dissatisfied is like a Bull-in-a-China-shop for your department or organization. It is important that feedback be taken early, specially where dissatisfaction is suspected, so measures can be taken to satisfy the customer before he leaves. It is not a good idea to let a dissatisfied customer leave your department or organization in that state. This program will discuss various new methods to get early customer feedback these include by Non-obtrusive feedback options, observing his behavior, face expressions, tone, body language, data analytics and artificial intelligence methods.
  4. This program will provide the participant Understanding, Skills and Competencies that will help you avoid all the above problems, and, set up a system to Meet and Exceed Customer Expectations in a Planned and Organized Manner. This program will discuss how to proactively setup processes that lead to Customer Satisfaction, these processes have actually been recognized as "their absence becomes a cause of customer dissatisfaction".
  5. This program will also discuss how to understand (and differentiate between) Customer Needs, Customer Real Needs, Customer Expectations, Exceeding Customer Expectations. Significant amount of time will be spent on analytically finding ideas for Exceeding Customer Expectations. This program will also cover satisfying and exceeding expectations of internal customers. Internal customers may not go away to your competitors, but failure to satisfy them leads to their complaints that spoil our professional reputation, impact our career advancement, and generally reduce our job satisfaction levels. This program will show how to motivate staff to meet and exceed expectations of customers through engineering performance recognition, rewards, promotions, job satisfaction and other desirable results for staff. The participant will go away convinced how being Customer focused is definitely very good for his career, his department and his Organization.
  6. Customer Focused Management Professional Certification Participants will learn to Strategize, Communicate, Implement, Control, Evaluate Performance, Provide Training and Coaching, Build Teams, Build Helpful Knowledgebase Systems, Develop and Document Standard Operating Procedures, Identify and Implement Improvements and otherwise Manage Enabling Systems.

Who Should Attend?

  1. This Certified Professional program is intended for Internal and External Customer Facing Supervisors, Team Leaders and Managers in your Department or Organization. This Certification Program is particularly essential for Service Department Professionals from Help Desks, IT, Procurement, Maintenance, Human Resources, Public Relations, Contracts, Safety, Security and Facility Management Units and Organizations.
  2. This program is also useful for Data Analysts and Consultants developing Smart and Intelligent Systems for Identifying, Monitoring, Measuring and Providing Customer Related Useful Decision Support Insights to Managers.

Program Content & Modules

Certified Customer-Focused Management Professional


  1. Internal & External Customers, and other Stakeholders
  2. The Customer-focused Management Approach
  3. What Satisfies Customers?
  4. What Dissatisfies Customers?
  5. Problems Created by Dissatisfied Customers
  6. Benefits of Satisfied Customers
  7. Benefits of Delighted or Exceeded Expectation Customers
  8. Are all Customers Equal?
  9. Handling 'Difficult' Customers
  10. Essential Processes whose absence will lead to Recurring Customer Dissatisfaction
  11. Essential Processes that Lead to Customer Recognition of Service as Professionally Performed
  12. Essential Processes that will often lead to Exceeding Customer Expectations and Customer Delight
  13. Identifying your Internal and External Customers & Stakeholders
  14. Prioritizing your Customer Groups
  15. What are the 'Needs' of Each Customer Group?
  16. What are the 'Real Needs' of Each Customer Group?
  17. What are the 'Expectations' of Each Customer Group?
  18. Which Needs & Expectations of each group we will try and Meet based on our Strategy and Resources?
  19. Which Expectations we do not plan to spend resources to try and meet just now (not our strategy)
  20. Communicating, Coordinating and Consulting with Customers
  21. What are the Processes we need to Implement for above items?
  22. What are the Usual Causes of Customer Dissatisfaction?
  23. Identifying & Implementing Good Practice Processes
  24. Processes for Professionally Changing Customer Expectations
  25. Understanding when the Customer Feels Delighted or his Expectations are Exceeded?
  26. Analytical Methods to Identify Possible Methods to Exceed Customer Expectations or Delight the Customer
  27. Benchmarking Approach for Ideas for Exceeding Customer Expectations
  28. Data Analytics and Artificial Intelligence techniques to Identify Opportunities for Meeting and Exceeding Customer Expectations
  29. Training your Staff for Capturing Changing Customer Needs & Expectations
  30. Training your Staff for Meeting Customer Expectations
  31. Training your Staff for Exceeding Customer Expectations
  32. Setting up a Culture of Meeting & Exceeding Customer Expectations
  33. Coordinating, Communicating and Listening to Internal & External Customers
  34. Coordinating, Communicating and Listening to Potential Customers
  35. Methods for Engaging and Involving the Customers in your Design & Planning Processes
  36. Determining Customer Satisfaction (and dissatisfaction) Relative to Internal and External Competitors
  37. Building Relationships with Internal & External Customers
  38. Setting up an Effective and Winning Customer Complaint Management System
  39. Methods for Measuring Customer Satisfaction Levels
  40. Data Analytics & Real Time Dashboards to Provide Real Time (or Near Real Time) Customer Satisfaction Levels
  41. Workshop 1
  42. Deeper Insights into Above Topics and Modules including added Procedures and Checklists
  43. Competencies & Skills for Implementing Good & Best Practices for above Processes
  44. Developing a Performance Evaluation System to know how well customer teams are performing
  45. Customer Focused Performance Reporting
  46. Workshop 2
  47. Framework for a Customer Focused Management Knowledge System
  48. Customer Focused Knowledge System to Empower Customer Service Teams
  49. Workshop 3
  50. Strategic Objectives of Customer Focused Management System
  51. Developing Meaningful Key Performance Indicators for Customer Focused Management
  52. Best Methods for Collecting Data for KPI's
  53. Reporting KPI Performance
  54. Recommending New Improvement Projects for KPI Achievement
  55. Data Analytic System to Provide Insight into Customer Related Performance, Improvements and Management
  56. Setting-up a Data Analytics based Real Time or Near Real Time Decision Support System
  57. Leveraging Artificial Intelligence for Proactive Customer Satisfaction Management Decision Support Insights
  58. Leveraging Data Analytics & AI for Customer Focused Decision Suggestion & Automated Decisions System
  59. Workshop 4
  60. Deeper Insights into Program Topics including added Objectives, KPIs, Procedures, Checklists, Controls, Feedback, Continual Improvements
  61. Setting Up a Customer Focused Management Related Skills & Competencies Training System
  62. Empowering Customer Focused Management Teams
  63. Building a Multi-Level Internal Customer Focused Skills and Competency Measuring System
  64. Tests for Customer Focused Management Professional Certification
  65. Professional Certification Interview of Participants
  66. Program Recommendations
  67. Detailed Personalized Post Program Customer-Focused 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

Whatsapp USA to +15512411304

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