Customer Management (Awareness, Acquisition & Retention) Master Class

This training program is designed by Global Horizon Training Center to enable organizations and professionals to build a truly customer-centric culture that drives sustainable competitive advantage.

In today’s marketplace, products and services can be easily replicated; however, exceptional customer service remains a powerful differentiator that is difficult for competitors to imitate. Achieving this requires a holistic, organization-wide approach led by leadership and embedded across all functions and processes.

This program focuses on developing the mindset, systems, and tools needed to transform organizations into customer-centric entities. Participants will gain practical knowledge on customer satisfaction measurement, service improvement, complaint handling, and performance management through KPIs and SLAs.

By the end of this program, participants will be able to:

• Develop a holistic customer care approach based on key service dimensions
• Design initiatives to enhance internal customer satisfaction
• Evaluate and implement effective customer satisfaction surveys
• Utilize customer feedback and complaints to drive continuous improvement
• Develop and implement Service Level Agreements (SLAs)
• Measure and monitor service performance using relevant KPIs
• Strengthen organizational alignment toward customer-centricity

• Customer Service Managers and Supervisors
• Customer Experience (CX) Professionals
• Quality and Performance Management Specialists
• Operations and Service Delivery Managers
• Team Leaders and Department Heads
• Professionals involved in customer-facing functions