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Customer Service, Sales , Marketing Training Courses

Customer Service Excellence

Duration
2025-06-15 5 Days 2025-06-19
Attendance

Hotel Meeting Room

Hotel Meeting Room
Course code
SM-479
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City / venue
Jeddah

Classroom

Fees / hours
2750 $ | 25 Hours

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Course details

Overview
Content
Training Methodology

Overview ?

OVERVIEW

Customer focused organisations know that delivering excellence in service does not happen by accident. It requires careful integration of key factors that together set the company apart from competitors, win and retain profitable customers and attract, motivate and keep best staff. In this five-day programme delegates will learn the core practices and skills that successful businesses employ to consistently deliver world-class customer service experiences.

PROGRAMME OBJECTIVES
  • Improve service delivery standards, reflected in higher levels of customer satisfaction and bottom line profits
  • Build a customer focused culture
  • Lead customer service performance and professionalism in their organisation
  • Improve business performance and the customer’s experience
  • Recruit, train and motivate staff
  • Develop and improve internal service standards
  • Assess internal and external skills based development programmes
TRAINING TERMINOLOGY

This programme is designed to be highly interactive, challenging and stimulating. Delegates will learn by a combination of active participation using programme materials, case study review, discussion, syndicate group work, skills practice exercises, training videos and exploration of relevant organizational issues. This programme synthesizes use of relevant organizational theory and customer service best practice with core communication strategies and skills.

PROGRAMME SUMMARY
  • How delivering excellence in customer service is a way of driving greater return on investment
  • Why business must be aligned around the customer to succeed
  • The role of strong leadership as an aid to decision making on customer service issues
  • How to encourage a philosophy and culture of ‘living and breathing customer service excellence’ in your organisation
  • How to ensure you are attracting, motivating and retaining the best people
  • Why skills training and development in staff is essential to excellence in customer service
  • How to use high performance coaching techniques
  • How to encourage positivity in the workplace
PROGRAMME OUTLINE
The business case for customer service excellence
  • Why excellence in customer service is a hot business boardroom issue
  • Understanding what your customers expect
  • Benchmarking for competitive success
  • Meeting and exceeding changing customer expectations
  • Assessing your organisational culture for customer service focus
  • Core foundations for building a customer centric culture
  • Overcoming obstacles to customer service excellence
Improving customer service standards
  • Showing your customers you are serious about providing customer service excellence
  • Resolving customer service challenges positively
    • The six hats problem solving approach
    • Shifting perceptual positions
    • Resolving complaints, disputes and conflict
    • Role modelling top performers in customer service.

  • Moving closer to the customer – rapport skills to build better relationships

Creating a culture of service excellence through continuous learning
  • What is a learning organisation?
  • Creating a vision for customer service excellence and continuous learning in your organisation
  • Applying continuous learning strategies to customer service excellence
  • Planning for change – using the Neurological levels model
  • Leading by example – teaching others through behavioural excellence
  • There is no failure only feedback – moving forward for personal and business growth
  • Building team work, cooperation and collaboration with colleagues
Hiring for attitude – training for skills
  • The importance of a strong value set in customer service delivery excellence
  • Core customer service qualities and competencies
  • The transferability of customer service skills
  • Retaining and motivating your best people
  • Developing staff engagement in the business
  • Understanding the psychological contract and its impact on staff
  • Using rewards and incentives to motivate performance
  • The importance of the team leader/supervisor in frontline staff employment
  • Addressing ‘real life’ work challenges in customer service excellence
Assessing customer service training and development programmes
  • Why skills training is on the boardroom agenda of successful organisations
  • How to develop customer service excellence to compete in a global marketplace
  • What to look for when choosing a skills development or training programme
  • Addressing attitudinal issues in learning
  • Assessing the impact of customer service training in the workplace on the customer, the team and the business
  • High performance coaching methods for customer service excellence and staff retention
  • Maintaining positivity in the workplace
  • Action planning to take the learning back and develop it further

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 Service Excellence

17, Feb 2025 21, Feb 2025

Munich

4750$

Customer Service Excellence

24, Feb 2025 28, Feb 2025

Prague

4750$

Customer Service Excellence

03, Mar 2025 07, Mar 2025

Rome

4750$

Customer Service Excellence

10, Mar 2025 14, Mar 2025

Jakarta

3500$

Customer Service Excellence

16, Mar 2025 20, Mar 2025

Tunisia

3250$

Customer Service Excellence

24, Mar 2025 28, Mar 2025

Marbella

4750$

Customer Service Excellence

31, Mar 2025 04, Apr 2025

Paris

4750$

Customer Service Excellence

07, Apr 2025 11, Apr 2025

Madrid

4750$

Customer Service Excellence

13, Apr 2025 17, Apr 2025

DUBAI

2950$

Customer Service Excellence

21, Apr 2025 25, Apr 2025

Milan

4750$

Customer Service Excellence

21, Apr 2025 25, Apr 2025

Kuala Lumpur

3250$

Customer Service Excellence

27, Apr 2025 01, May 2025

Amman

2750$

Customer Service Excellence

04, May 2025 08, May 2025

Marrakesh

2950$

Customer Service Excellence

11, May 2025 15, May 2025

Sharm ElShaikh

2750$

Customer Service Excellence

18, May 2025 22, May 2025

Doha

3500$

Customer Service Excellence

25, May 2025 29, May 2025

Casablanca

2950$

Customer Service Excellence

01, Jun 2025 05, Jun 2025

Riyadh

2750$

Customer Service Excellence

09, Jun 2025 13, Jun 2025

Istanbul

2950$

Customer Service Excellence

15, Jun 2025 19, Jun 2025

Jeddah

2750$

Customer Service Excellence

22, Jun 2025 26, Jun 2025

Manama

2750$

Customer Service Excellence

23, Jun 2025 27, Jun 2025

Milan

4750$

Customer Service Excellence

29, Jun 2025 03, Jul 2025

Beirut

2750$

Customer Service Excellence

07, Jul 2025 11, Jul 2025

Singapore

4950$

Customer Service Excellence

13, Jul 2025 17, Jul 2025

Kuwait

2750$

Customer Service Excellence

20, Jul 2025 24, Jul 2025

DUBAI

2950$

Customer Service Excellence

28, Jul 2025 01, Aug 2025

Kuala Lumpur

3250$

Customer Service Excellence

03, Aug 2025 07, Aug 2025

Amman

2750$

Customer Service Excellence

10, Aug 2025 14, Aug 2025

Marrakesh

2950$

Customer Service Excellence

17, Aug 2025 21, Aug 2025

Sharm ElShaikh

2750$

Customer Service Excellence

24, Aug 2025 28, Aug 2025

Doha

3500$

Customer Service Excellence

31, Aug 2025 04, Sep 2025

Casablanca

2950$

Customer Service Excellence

07, Sep 2025 11, Sep 2025

Riyadh

2750$

Customer Service Excellence

15, Sep 2025 19, Sep 2025

Istanbul

2950$

Customer Service Excellence

21, Sep 2025 25, Sep 2025

Jeddah

2750$

Customer Service Excellence

28, Sep 2025 02, Oct 2025

Manama

2750$

Customer Service Excellence

05, Oct 2025 09, Oct 2025

Beirut

2750$

Customer Service Excellence

13, Oct 2025 17, Oct 2025

Singapore

4950$

Customer Service Excellence

19, Oct 2025 23, Oct 2025

Kuwait

2750$

Customer Service Excellence

27, Oct 2025 31, Oct 2025

Berlin

4750$

Customer Service Excellence

03, Nov 2025 07, Nov 2025

Brussels

4750$

Customer Service Excellence

10, Nov 2025 14, Nov 2025

Zurich

4750$

Customer Service Excellence

17, Nov 2025 21, Nov 2025

Trabzon

3500$

Customer Service Excellence

24, Nov 2025 28, Nov 2025

Beijing

4950$

Customer Service Excellence

01, Dec 2025 05, Dec 2025

Amsterdam

4750$

Customer Service Excellence

08, Dec 2025 12, Dec 2025

Bangkok

4950$

Customer Service Excellence

14, Dec 2025 18, Dec 2025

Muscat

2750$

Customer Service Excellence

22, Dec 2025 26, Dec 2025

Toronto

5500$

Customer Service Excellence

28, Dec 2025 01, Jan 2026

Muscat

2750$

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