Objectives
- Explain the core principles, terminology and governing standards of Customer Service Excellence
- Apply proven methods and tools for Customer Service Excellence to real workplace situations
- Analyse performance data to find risks, gaps and improvement opportunities
- Compare your practice with international benchmarks and regional case studies
- Build a practical action plan to apply Customer Service Excellence in your organisation
Who should attend
Marketing, sales, communications and customer service teams.
Course outline — 5 days
- Day 1Principles, terminology and governing standardsCustomer Service Excellence
- Day 2Methods, tools and calculationsCustomer Service Excellence
- Day 3Operation, inspection and performanceCustomer Service Excellence
- Day 4Risk, troubleshooting and case studiesCustomer Service Excellence
- Day 5Best practice, assessment and action planCustomer Service Excellence
10-day outline
- Day 1Principles, terminology and governing standardsCustomer Service Excellence
- Day 2Methods, tools and calculationsCustomer Service Excellence
- Day 3Operation, inspection and performanceCustomer Service Excellence
- Day 4Risk, troubleshooting and case studiesCustomer Service Excellence
- Day 5Best practice review and mid-course assessmentCustomer Service Excellence
- Day 6Advanced analysis techniquesCustomer Service Excellence
- Day 7Digital tools, data and softwareCustomer Service Excellence
- Day 8Practical labs and simulationsCustomer Service Excellence
- Day 9Regional benchmarks and lessons learnedCustomer Service Excellence
- Day 10Capstone project and final assessmentCustomer Service Excellence
Upcoming sessions 2027–2030
| City | Dates | Duration |
|---|---|---|
| Riyadh | 9 Jan 2028 – 13 Jan 2028 | 5 days |
| Zurich | 22 Jan 2029 – 2 Feb 2029 | 10 days |
| Amsterdam | 23 Sep 2030 – 27 Sep 2030 | 5 days |
| Accra | 11 Nov 2030 – 15 Nov 2030 | 5 days |
No public session is listed yet. We can run this course in any city on your dates, online, or at your company.