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Customer Service, Sales , Marketing Training Courses

Customer Focused Management

Duration
2025-07-27 5 Days 2025-07-31
Attendance

Hotel Meeting Room

Hotel Meeting Room
Course code
SM-608
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City / venue
Casablanca

Classroom

Fees / hours
2950 $ | 25 Hours

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Course details

Overview
Content
Training Methodology

Overview ?

Introduction

A customer-focused organisation is grounded in the belief that long-term success depends on a commitment to customer satisfaction throughout the entire organisation. This programme focuses on what it takes to build the culture, the processes and the relationships that will lead to long-term growth and financial sustainability.

Leaders are role models in planning, communication, coaching and employee recognition. Their efforts result in increased employee loyalty, greater innovation and improved customer satisfaction. The course covers customer service management responsibilities, from the most fundamental tasks of hiring, training, coaching and teambuilding to quality assurance and leadership skills. This challenging and highly participative programme will focus on creating and managing effective teams, dealing with difficult customers, understanding behavioural styles and proven leadership strategies.

  • Analyze and implement the best practices of top performing customer service providers
  • Utilize best practices for measuring and monitoring customer satisfaction
  • Streamline call centre operations for optimal service levels
  • Successfully utilize interpersonal skills to supervise and motivate employees
  • Empower, motivate and retain frontline personnel
Objectives
  • Describe the importance of the leader as a role model for customer service excellence
  • Establish the importance of setting and reviewing customer service standards
  • Describe techniques to motivate teams and individuals for peak performance
  • Develop effective communication strategies to promote teambuilding
  • Evaluate surveys to accurately monitor customer satisfaction
  • Design a realistic and challenging customer service employee training programme
Training Methodology

This dynamic, 5-day seminar is highly interactive and encourages delegate participation through a combination of group discussion, role-play exercises, videos, case studies and breakout sessions. This seminar will include benchmarking best practices to model world-class customer service excellence. The comprehensive course manual has been designed to be practical, easy to use and facilitate learning. Delegates will walk away from this seminar with the skills, confidence and motivation they need to develop a world-class, customer-centric organisation.

Organisational Impact
  • A more productive and streamlined customer service operation
  • Focused and motivated customer service leadership
  • Increased customer retention and revenue growth
  • Reduced personnel turnover and increased teamwork
  • Improved intra/inter departmental communication
  • Increased communication abilities and interpersonal skills
Personal Impact
  • Improved management performance by learning techniques to empower, motivate and retain customer service personnel
  • Enhanced leadership and communication skills required for career advancement
  • Increased confidence in their abilities to work professionally with difficult or upset customers
  • The insight to adjust their own temperament style to become more versatile, adaptable and highly successful
  • Up to date techniques and methods to help them provide world-class service
  • Improved time management skills and increased productivity
Who Should Attend?
  • Department managers
  • Team supervisors
  • Frontline customer service representatives (CSR)
  • Account managers
  • Field service representatives
 SEMINAR OUTLINE 
DAY 1
Creating a Customer-Focused Organisation
  • Vision and mission of a customer focused organisation
  • Case study: Benchmarking world-class customer service companies
  • The roles and responsibilities of a customer-focused manager
  • Breakout session: Are you a leader or manager?
  • The importance of presenting a professional business image
  • Breakout session: Customer service from the heart
  • Case study: Best practices - Xerox’ Five Pillars of Customer-focused Strategy
  • Mastering nonverbal communication

 

DAY 2
Enhancing Leadership and Interpersonal Communication Skills
  • Supervising the four personality styles
  • Practical exercise: Determining your management style
  • Overcoming communication barriers in the workplace
  • Practical exercise: Listening Awareness Inventory
  • Practical exercise: The most admired character traits of leaders
  • The supervisor’s role in conflict resolution and service recovery
  • Facilitation Skills: Managing group dynamics
  • How to Give and receive constructive feedback

 

DAY 3
Setting Customer Service Policies and Performance Standards
  • Dr. Deming’s Fourteen Points of Total Quality Management
  • Traditional manager versus TQM manager
  • Setting SMART objectives to improve customer satisfaction
  • Breakout session: Developing a call centre checklist
  • Best practices: Methods of measuring and monitoring customer satisfaction
  • Empowering frontline employees to better serve their customers
  • Breakout session: Developing a customer service complaint checklist
  • Role-play exercise: Working with difficult or demanding customers

 

DAY 4
Building High-Performance Teams and Motivating Individuals
  • The building blocks of a high-performance team
  • Your customer service is only as good as your worst employee
  • Team building exercise: The paper tower
  • The power of mutual support and cooperation
  • Building teamwork with support and recognition
  • Coaching and mentoring techniques
  • The impact of stress on individual and team performance
  • The benefits of teamwork and mutual cooperation

 

DAY 5
Leading the Way to Superior Customer Service
  • Recruiting, interviewing and hiring quality personnel
  • Developing and implementing effective training
  • The importance of attitude and teamwork
  • Professional development and continuous improvement
  • Setting performance goals and expectations
  • Employee recognition and performance review
  • Empowering, motivating and retaining frontline personnel
  • End of course review and delegate feedback

Day 1

Asset Cost Management Introduction

Definitions of reliability, maintenance & asset management
The total cost of maintenance
Best practice reliability and maintenance processes
Elements of asset management best practice
Auditing performance
Overview of TPM, RCM, BCM, QCM, and other asset management buzzword
Open discussion sessions

Day 2

Laying the Groundwork

Definitions of reliability, maintenance & asset management
The total cost of maintenance
Best practice reliability and maintenance processes
Elements of asset management best practice
Auditing performance
Overview of TPM, RCM, BCM, QCM, and other asset management buzzword
Open discussion sessions

Day 3

Applying the Value based Process

Definitions of reliability, maintenance & asset management
The total cost of maintenance
Best practice reliability and maintenance processes
Elements of asset management best practice
Auditing performance
Overview of TPM, RCM, BCM, QCM, and other asset management buzzword
Open discussion sessions

Day 4

Ensuring the Continuity of the Value-based Process

Definitions of reliability, maintenance & asset management
The total cost of maintenance
Best practice reliability and maintenance processes
Elements of asset management best practice
Auditing performance
Overview of TPM, RCM, BCM, QCM, and other asset management buzzword
Open discussion sessions

Day 5

Supporting Process that Lower Life-cycle costs

Definitions of reliability, maintenance & asset management
The total cost of maintenance
Best practice reliability and maintenance processes
Elements of asset management best practice
Auditing performance
Overview of TPM, RCM, BCM, QCM, and other asset management buzzword
Open discussion sessions

Training Methodology

Pathways Training and consulting adopts the newest techniques of human resources Training and consulting and, with the following:

  • Theoretical lectures are delivered via PowerPoint and visual displays (videos and short films)
  • Making scientific evaluation to the trainee (before and after)
  • Brainstorming and role-playing
  • Using case studies related to the scientific material being delivered and the trainees' work.
  • The participants get the scientific and practical material printed and on CDs and Flash memories.
  • Preparing records and reports of the participants' attendance and results, with a general evaluation of the training program.
  • A group of the best trainers and experts in all fields and specialties professionally prepares the scientific material.
  • After finishing the course, the participants get certificates of attendance signed, certified, and issued by pathways Training and consulting.
  • Our training programs start at 9:00 o'clock in the morning and end at 2:00 in the afternoon, with snack buffet during the lectures.
  • Providing a lunch buffet during the training program period, with organizing a lunch party on the training program final day for taking some photos and certificate awarding.
Different venues & timings for this course

Course name

Duration

City

Price

Customer Focused Management

17, Feb 2025 21, Feb 2025

Marbella

4750$

Customer Focused Management

24, Feb 2025 28, Feb 2025

Paris

4750$

Customer Focused Management

03, Mar 2025 07, Mar 2025

Madrid

4750$

Customer Focused Management

09, Mar 2025 13, Mar 2025

DUBAI

2950$

Customer Focused Management

17, Mar 2025 21, Mar 2025

Kuala Lumpur

3250$

Customer Focused Management

23, Mar 2025 27, Mar 2025

Amman

2750$

Customer Focused Management

24, Mar 2025 28, Mar 2025

Milan

4750$

Customer Focused Management

30, Mar 2025 03, Apr 2025

Marrakesh

2950$

Customer Focused Management

06, Apr 2025 10, Apr 2025

Sharm ElShaikh

2750$

Customer Focused Management

13, Apr 2025 17, Apr 2025

Doha

3500$

Customer Focused Management

20, Apr 2025 24, Apr 2025

Casablanca

2950$

Customer Focused Management

27, Apr 2025 01, May 2025

Riyadh

2750$

Customer Focused Management

05, May 2025 09, May 2025

Istanbul

2950$

Customer Focused Management

11, May 2025 15, May 2025

Jeddah

2750$

Customer Focused Management

18, May 2025 22, May 2025

Manama

2750$

Customer Focused Management

25, May 2025 29, May 2025

Beirut

2750$

Customer Focused Management

02, Jun 2025 06, Jun 2025

Singapore

4950$

Customer Focused Management

08, Jun 2025 12, Jun 2025

Kuwait

2750$

Customer Focused Management

15, Jun 2025 19, Jun 2025

DUBAI

2950$

Customer Focused Management

23, Jun 2025 27, Jun 2025

Kuala Lumpur

3250$

Customer Focused Management

29, Jun 2025 03, Jul 2025

Amman

2750$

Customer Focused Management

29, Jun 2025 03, Jul 2025

Khobar

2750$

Customer Focused Management

06, Jul 2025 10, Jul 2025

Marrakesh

2950$

Customer Focused Management

13, Jul 2025 17, Jul 2025

Sharm ElShaikh

2750$

Customer Focused Management

20, Jul 2025 24, Jul 2025

Doha

3500$

Customer Focused Management

27, Jul 2025 31, Jul 2025

Casablanca

2950$

Customer Focused Management

03, Aug 2025 07, Aug 2025

Riyadh

2750$

Customer Focused Management

11, Aug 2025 15, Aug 2025

Istanbul

2950$

Customer Focused Management

11, Aug 2025 15, Aug 2025

Milan

4750$

Customer Focused Management

17, Aug 2025 21, Aug 2025

Jeddah

2750$

Customer Focused Management

24, Aug 2025 28, Aug 2025

Manama

2750$

Customer Focused Management

31, Aug 2025 04, Sep 2025

Beirut

2750$

Customer Focused Management

08, Sep 2025 12, Sep 2025

Singapore

4950$

Customer Focused Management

14, Sep 2025 18, Sep 2025

Kuwait

2750$

Customer Focused Management

22, Sep 2025 26, Sep 2025

Berlin

4750$

Customer Focused Management

29, Sep 2025 03, Oct 2025

Brussels

4750$

Customer Focused Management

06, Oct 2025 10, Oct 2025

Zurich

4750$

Customer Focused Management

13, Oct 2025 17, Oct 2025

Trabzon

3500$

Customer Focused Management

20, Oct 2025 24, Oct 2025

Beijing

4950$

Customer Focused Management

27, Oct 2025 31, Oct 2025

Amsterdam

4750$

Customer Focused Management

03, Nov 2025 07, Nov 2025

Bangkok

4950$

Customer Focused Management

09, Nov 2025 13, Nov 2025

Muscat

2750$

Customer Focused Management

17, Nov 2025 21, Nov 2025

Toronto

5500$

Customer Focused Management

24, Nov 2025 28, Nov 2025

Barcelona

4750$

Customer Focused Management

01, Dec 2025 05, Dec 2025

London

4750$

Customer Focused Management

07, Dec 2025 11, Dec 2025

Cairo

2450$

Customer Focused Management

15, Dec 2025 19, Dec 2025

Geneva

4750$

Customer Focused Management

22, Dec 2025 26, Dec 2025

Vienna

4750$

Customer Focused Management

29, Dec 2025 02, Jan 2026

Geneva

4750$

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