PR & Customer Service

Training Course: Customer Focused Management


Register Now
Quick Inquiry
Discount Group Download Brochure (36)

RR5013

6 - 10 Apr 2025

Dubai (UAE)

Cost : 4150 € Euro

Introduction

A customer-focused organization is grounded in the belief that long-term success depends on a commitment to customer satisfaction throughout the entire organization. This program 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 team building to quality assurance and leadership skills. This challenging and highly participative program will focus on creating and managing effective teams, dealing with difficult customers, understanding behavioral 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 center operations for optimal service levels
  • Successfully utilize interpersonal skills to supervise and motivate employees
  • Empower, motivate and retain frontline personnel

Course Objectives of Customer Focused Management

  • 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 team building
  • Evaluate surveys to accurately monitor customer satisfaction
  • Design a realistic and challenging customer service employee training program

Course Methodology of Customer Focused Management

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 organization.

Organizational Impact of Customer Focused Management

  • 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/interdepartmental communication
  • Increased communication abilities and interpersonal skills

Personal Impact of Customer Focused Management

  • 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

Course Outlines of Customer Focused Management

DAY 1

Creating a Customer-Focused Organisation

  • Vision and mission of a customer-focused organization
  • 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 center 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 towel
  • 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

PR & Customer Service

Training Course: Customer Focused Management


Register Now
Quick Inquiry
Discount Group Download Brochure (36)

RR5013

6 - 10 Apr 2025

Dubai (UAE) -

Cost: 4150 € Euro


  About Dubai

Dubai, located on the Persian Gulf, is one of the seven United Arab Emirates and one of the most popular tourist destinations in the world. The discovery of oil in the region has made Dubai extremely wealthy, allowing it to build the glittering skyscrapers that it is now famous for. That wealth is strongly in evidence in Dubai and visitors will see luxurious buildings and supercars aplenty. Perfect beaches and endless shopping opportunities are to key to Dubai's attractions. Flights to Dubai open up the city's cultural attractions to tourists, with beautiful mosques, museums and art galleries scattered throughout this ultra-modern metropolis.


  Things to do and places to visit in Dubai

Dubai's wealth has made it famous for building ever taller buildings and creating artificial islands off its shores. The city's hotels are luxurious and shoppers will love its extensive shopping malls which showcase all the world's top brands. Dubai's attractions don't end there. Dubai also caters to adventure lovers, who can jump in a 4x4 or on a board to speed over dunes outside the city. Local culture mustn't be forgotten either, and visitors have wonderful mosques to visit and old districts to explore. All that combined means that a flight to Dubai is sure to lead to an unforgettable holiday.

When visiting Dubai, be sure to:

  • Go to the observation deck of the Burj Khalifa, the tallest building in the world.
  • Admire the intricately beautiful Grand Mosque, which has the tallest minaret in the city.
  • Understand the local history and culture with a visit to the Dubai Museum.
  • Discover objects from the 6th century at Jumeirah Archaeological Site.
  • Go skiing – That's not a joke, the Mall of the Emirates houses a snowdome.
  • Go shopping at the Mall of the Emirates or the Dubai Mall.
  • Explore the desert surrounding the city – either by 4x4 or atop a camel.
  • Eat fantastic seafood at Dubai Marina.
  • Cool off at the Wild Wadi Waterpark.
  • Marvel at gorgeous Arabic calligraphy at Jumeirah Mosque, the biggest in the city.
  • Take a yacht tour around the artificial islands of Palm Jumeirah.
  • Haggle for souvenirs in one of the city's souks.
  • Wander around the traditional building in Bastakiya District.
 22 Portman Square, Marylebone, London W1H 7BG, UK
 3 Oudai street, Aldouki, Giza, Giza Governorate, Egypt
 0020233379764
 00201095004484
 00201102960555
 00201102960666
 19 Mayıs Mahallesi, 19 Mayis Street No 2 Sisli, 34360 Istanbul/Turkey
 00905357839460
 Australia Street, Raouche Beirut, Lebanon .، Beirut, Lebanon
 0096181746278
 811 Massachusetts Avenue, Boston, Massachusetts, 02118, USA
 6 Beirut Street - Fifth Circle Abdoun, P.O. Box 831370, 11183 Amman, Jordan
Copyright Global Horizon Training Center © 2019