Achieving Excellence in Customer Service

Growth Insights beneath the Limits

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Date Duration Venue Fees
04-08 Mar 2024 5 Days London - UK US$5,450 Register
03-07 Jun 2024 5 Days Dubai - UAE US$4,450 Register
02-06 Sep 2024 5 Days London - UK US$5,450 Register
02-06 Dec 2024 5 Days Dubai - UAE US$4,450 Register

Course Overview

The new generations are different and need things differently, with a different service path. This generation has started to be dominant in the new market. Thus, Innovation and adaptation are “musts” for the survival and growth of any business.

Today’s customers of any kind need people that can offer excellence to enhance care and support; therefore, the management of these people should be innovative and creative.   Striving for new growth opportunities is key to securing viability and stability of communication with the customer in a fast-expanding digital and personalised market. Across every business function, leadership and teamwork are central to solving complex problems, developing new strategies, facilitating innovation, and driving change within the organisation. The most successful leaders follow the inspiring principles of conflict management and the psychology of the team and build their strategies “the smart way”. Management of the client function provides the path for running and growing human resources and ensures the achievement of goals, customer service targets and operational profitability.

The customer is always the Ruler. Organisational structures become more flexible, and the appropriate success models must be adapted for empowerment and motivation, traits that are of utmost necessity for growth. Technology is everywhere to facilitate the differentiation of expanding customer opportunities and to produce adaptation and innovation. The client orientation requires client service providers to generate emotional Intelligence in all communication and contact and to adapt to match every particular aspect that will make the client an ambassador to the organisation.

Course Objectives

Recognise leadership areas that can be more efficient; critique factors by identifying opportunities and gaps.

After the training course, the participant will learn to:

  • Summarise what customers expect
  • Recognise the critical success factors that can promote the service.
  • Attribute customer-centric action
  • Define quality in customer service
  • Produce empathy and social behaviour to the team
  • Adapt to the new market requirements
  • Implement client service excellence through Communication
  • Set the quality service criteria
  • Organise the professional service evaluation base

Target Audience

This training course aims at all types of marketers, salespeople, and businessmen to develop their skills to control and direct the most vital function of business, Customer Support.

It is suitable for a wide range of working professionals, including (but not limited to) the following Professional Designation: 

  • Client Service Managers
  • Customer Support Supervisors
  • Sales Supervisors
  • Promoting Salespeople and Representatives
  • Marketing Professionals
  • Small Business Owners and Managers
  • Sales Managers
  • Marketing and Sales Directors
  • Operation Managers
  • Business Development Managers
  • Anyone interested in engaging in Marketing, Sales, and Customer Service

Training Methodology

This training course uses a combination of interactive presentations and live discussions. It will be supported with case study workshops, videos, models, tables, and charts to consolidate learning and discussion of the findings. A summary recap will be linked to the topics by the end of each day to formulate a complete training programme. Upon request, it can include a final multiple-choice test on the material as a learning evaluation method.

Course Outline

Day One

Beyond Customer Service: Higher Quality Standards

  • New Trends and Performance in Client Service
  • Productivity and Growth in Customer Support
  • Four Personalities to Cope with: Who is the new client?
  • Effective Ways of Dealing with Challenging Customers
  • Critical Success Factors of Customer Management
Day Two

Priorities, Project, and Problem Analyses for Better Customer Support

  • Setting priorities and time Implications for the short and the long run
  • Effectiveness and Efficiency in Time handling
  • Conflict Management and Resolution
  • New Project: Creative Thinking applied to Conflict and Productivity
  • Problem Analysis and Decision Making
Day Three

The Customer Service and Process Strategies

  • New Customer Profiling Techniques
  • Situational Analysis: Identifying how to Lead Excellence
  • Re-organising for Customer Centeredness, Adaptation, and Innovation
  • Strategic Thinking for the New Customer Strategy
  • Levels of Strategic Leadership: The Gap Analysis
Day Four

The Leader of Clients

  • Self-Improvement in Dealing with the Customer
  • Mastering People Management and Team Leadership
  • Psychology the Successful Leader of Clients
  • Leading with Emotional Intelligence
  • Key Skills of Emotional Intelligence
Day Five

Managing Client Care to Excellence

  • Human Development and Client Service
  • Delegating, Directing, and Supporting Client Personnel
  • Maximising Employee Effectiveness
  • Re-organising for Adaptation and Innovation
  • Participative Client Staff Empowerment: Motivation and Performance


Upon successful completion of this training course, Newage Certificate will be awarded to the delegates.

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