Service Management Skills

This program will communicate the Important Role Service Management plays in Meeting Organizational Business Objectives and Building Loyal Customers.

The program will show how you can build Loyal Customers, these are customers who Buy Your Product or Service Again and Again and ignore your competitor offerings, and, Loyal Customers Say Nice things about you and your service behind your back.

In this program we will learn about Service Management as applicable to both External and Internal Customers.

Participant will Understand, Identify and Implement Processes that lead to Meeting and Exceeding Customer Expectation.

This program will take the participant through this systematic process: Start by Identifying the Internal and External Customers; Identify their Stated Needs, Real Needs and Expectations; Determining which of these needs we are targeting for immediate implementation and which we will schedule for a future time when say any required resources become available; Design the Service for Meeting the Objectives and Targeted Customer Needs; Service Delivery Plan Preparing and Implementation; Next we discuss Proactively Obtaining Customer Feedback; Then we understand how Timely acting on the Feedback can become a Key to Service Management Success.

Designing and being Prepared for Opportunities for Exceeding Customer Expectation is Key to Exceptional Service Management Success, and a Key Customer Loyalty method.

The program will show that despite the Best Service Management System, Customer Dissatisfaction, can and will, creep in due to many well understood reasons - these can be avoided, or minimized, by incorporating some Standard well understood Customer Service Good Practices.

This program will also discuss from case studies from some organizations who have taken the lead in Customer Service through their unique process design. These use cases have been collected, studied and benchmarked and are collectively referred to as Service Management Best Practices in this Program.

This program will also familiarize the participant with Information Technology and Data Analytics Methods that provide us New Opportunities to Capture Customer Satisfaction and Feedback in a timely and proactive manner. Participant will learn that with these Real Time Systems it is now possible to incorporate into Service Design and Processes methods to convert a dissatisfied customer into a delighted or loyal customer.

This program will also discuss Customer Relation Management (CRM) Methods and Tools which when linked to Service Delivery Process Will help Improve the Customer Experience, Improve Service Image and build loyal customers.

This program is intended for Professionals working in Service Organizations and Departments. External Customer Facing Staff may be the First to be Targeted to Attend. But this Program is Equally, if not more, important for those dealing with Internal Customers.

Organizations will nominate staff from Public Relations, Customer Service, Procurement, Maintenance, Audit, HR, Personnel, Finance, Design, Logistics and Security Departments. This program can be used to train Customer Service Teams. This program becomes especially important for Service Improvement Teams when new Service Improvement projects or initiatives are being started.

1. Service Management Skills
2. Whatsapp: +447424964861
   Whatsapp USA: +15512411304
3. maa402-2@EuroTraining.com

Program General Methodology











































































































































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Euro Training is in the business of providing

1. Knowhow and Technology Transfer to the Participants.
2. Multi-discipline understanding, skills, competencies and step-by-step analytic understanding of the program topics and issues (this understanding would otherwise have come from years of very rich work experience).
3. Knowledge framework which will enable participant catch his own past/present/future job related experience and understand its relevance to the job decisions.
4. Training that empowers the participant to identify, support and implement improvements in his job, team, section, department or organization.

A 2 Week Training Workshop participant will typically take away...

1. A Multi Discipline Knowledge Framework that will help the participant make sense of, put in the proper context and learn from his previous, present and future experience on the work. He will also take away Program (Instructors) Recommendations and a Detailed Action Plan. The Action Plan provides a Detailed Road Map for Implementing (in his work) what participant has learnt during the program.
2. Generally the 2 week to 4 week programs add depth to the 1 week program topics typically by including additional considerations (where applicable) of Risks, Prioritization, Quality Assurance, Strategic Considerations, Process and Control Automations, Early Warning Systems, Performance Evaluation, Key Performance Indicators, Improvements, Benchmarking, Innovation, Disruptive Innovation, Data Analytic, Quality Assurance System, Risk Management, Standardization, Audit and Preparing an individualized Detailed Action Plan to apply the program learnt methods and strategies. These longer duration programs also typically add many case studies and 2 or 5 hands on workshops to help apply what the participant has learnt during the program.

(Benefits Made possible by Euro Training's unique, multidiscipline, customer focused easy to understand and apply training methodology that relies on Industry Good and Best Practices)

• This training is an effective way to quickly make the participant competent, effective and productive on his job. Each program is customized and made useful for...
• Training new employees to get them productive quickly on relevant jobs
• Existing Employees Transferred to a New Training Program Relevant Assignment or being prepared for such an assignment as part of his career development
• Team Building Training Just Prior to a Relevant New Project, New Initiative, New Technology, New System, New Improvement, New Emphasis or New Strategy being Planned or Implemented in the Organization (requires sending 2 or more team members together to the same program at the same location and dates)
• Create Proven and Documented Competency (3/4 week programs and if Certified) and Skills in participant to incorporate in his job performance (to the depth allowed by the program duration)...
• Technical and Process Knowhow
• Alignment to the Needs and Expectations of Stakeholders/ Customers (internal & external)
• Alignment to Organizational Strategic Objectives
• Good Management Practices meeting Recommendations and Requirements of the Relevant Industry Standards
• Best Practices that assist Making Dramatic Improvements, including as relevant, Productivity Improvements, Product and Service Differentiation, Big Performance Improvements and Generally Exceeding Stakeholder/ Customer Expectations
• Create a pool of trained (instructor) manpower that can cost-effectively disseminate the program knowhow to a large number of employees inside the organization. (We recommend attending the 2 to 4 week program version if this is the primary objective)
• Euro Training Instructors often act as mentors for your employees who have attended our training programs. Your organization or the individual participant can utilize this service to ensure effective post program reinforcement and application of skills and competencies acquired during the training - to develop his career and performance further. (This depends on the relationship your participant builds with the Instructors. Please inquire about our post program mentoring plans)

1. As a participant you gain a multi-discipline understanding of the issues, analysis competency and methods relevant to your program topics and modules. This means that you will be able to understand and perform your relevant job like a Professional and Not like a Just-Graduated-Professional/Teenager/Novice. In other words this means post program when you take decisions related to your work you will start considering your work's Implications on (as applicable): Technology Options, Risks, Needs and Expectations of the different stakeholders; Strategic Alignment, Work Productivity, Legal & Contractual Obligations, Intellectual Property Aspects, Safety, Security, Audit, Cost Benefit Aspects, Value Engineering Opportunities.... and more as relevant.
2. The detailed action plan you prepare and take away after the program will help you take initiative and make a positive difference in your performance on the job, team, business unit or organization. This difference after implementation and when added to your resume will make you a prime candidate for career advancement in your own organization or in your next job/s.
3. Implementing what you learn in the program will lead to providing you a feeling of Job Satisfaction, Self Esteem and reduce Monday Morning Blues.
4. The program ensures you will learn about and understand the Strategic Alignment Aspects of your job (as relevant) and in the process enable you to make a leadership contribution in your work area, team or organization.

Team Nominations : Team Nominations (training teams): If the post program objective is to Assign the Participants to Roles that require (any of): Implement Changes requiring Establishing Teams, Work on New Projects, eEnable Existing Processes, Implementing a Relevant Data Analytic Project, Building a Knowledge System, Building a Quality Assured System, Adopting and/or Implementing ISO9001 or other Industry Standards, Setting-up KPI's or Service Level Agreements (SLA's), Setting up a Balanced Score Card System, Setting Up an Early Warning System... it is recommended that the organization nominate at least two participants together for this program. This will help the participants create a Critical Mass for the Change and support each other during such implementations.

Single Nominations will also be accepted for the program.

Single participant nominations can be made where the objective is to:-

1. Refresh and Upgrade skills, analytic abilities and competencies of existing employees, or, Develop relevant skills, analytic abilities and competencies in the new employees assigned these responsibilities.
2. Training promising experienced employee to take on Mentoring/ Instructor roles in this knowledge area.
3. Train individuals for Leadership Role in Teams, Section, Business Unit, Department or Organization.

All Programs are in English. Arabic Language Support is also Available. French and Spanish Translation Service is available by prior arrangement.

Certificate of attendance is awarded to all Participants attending this program and on payment of Program Fee (Instructor Lead 2 week/60 hours Full Time Training)s. Further, if you attend a 3 or 4 week training program (including cumulatively 3 weeks over a 3 year period) you can sit for a Certification Test. On successful passing the Test and on instructor favorable personal assessment you will be Certified as a Relevant Industry Professional. The decision of Euro Training Limited will be final in determining if you have Acquired the required competency to be Certified as such a Professional. Should you fail to get Certified the instructor may recommend further training or study before a redetermination may be made regarding your Certification. Professional Certifications are valid for 5 years.

• Online eTraining Fee £5,500 (USD $6,875) per participant. Classroom Training £6,990 (USD $8,900) per participant.
• Training and Workshop Materials are included in the Fees. These training materials can also be purchased separately for £2,000 ($2,500) each set for your Libraries or Internal Training Needs.

1. To register: Please send us an official letter confirming registration (on organizational letterhead). And send us a completed registration form –electronically fill-able is at- available at http://www.eurotraining.com/etl-reg.php You can request or registration form by Emailing regn@eurotraining.com and eurotraining@gmail.com
2. For Program Fee Information Email: fees@eurotraining.com . Fees are Payable by Bank Transfer or Bank Draft. Fee information is available at: http://www.eurotraining.com/fees.php .
3. Program Fee is
   • 1 week (5 day/30 hrs) Training Program:
     At Dubai, Kuwait, New Delhi, Qatar £4,315 (USD $5,500) per participant.
     At London, US Locations, Europe, Malaysia, Singapore £4,747 (USD $6,050) per participant.
     Online eTraining Fee £2,000 (USD $2,500) per participant.
   • 6 day (36 hrs) Training Program (includes 1 day workshop): At Dubai, Kuwait, New Delhi, Qatar £5,100 (USD $6,500) per participant.
     At London, US Locations, Europe, Malaysia, Singapore £5,610 (USD $7,150) per participant.
     Online eTraining Fee £2,500 (USD $3,125) per participant.
   • 2 week (60 hrs) Training Workshop (includes 1 week workshop):
     At Dubai, Kuwait, New Delhi, Qatar £6,990 (USD $8,900) per participant.
     At London, US Locations, Europe, Malaysia, Singapore £7,689 (USD $9,790) per participant.
     Online eTraining Fee £3,500 (USD $4,375) per participant.
   • 3 week (90 hrs) Advanced Training Program (includes 1 week training + 1 week workshop + 1 week advanced training) (if available):
     At Dubai, Kuwait, New Delhi, Qatar £10,840 (USD $13,800) per participant.
     At London, US Locations, Europe, Malaysia, Singapore £11,924 (USD $15,180) per participant.
     Online eTraining Fee £5,000 (USD $6,250) per participant.
   • 4 week (120 hrs) Professional Certification Training Workshop (includes 1 week training + 1 week workshop + 1 week advanced training + 1 week domain professional skills)(if available):
     At Dubai, Kuwait, New Delhi, Qatar £13,990 (USD $17,800) per participant.
     At London, US Locations, Europe, Malaysia, Singapore £15,389 (USD $19,580) per participant.
     Online eTraining Fee £6,000 (USD $7,5000) per participant.
   and includes Course Materials, Certificate, Refreshments and Lunch (classroom programs). www.eurotraining.com/admin/fees.php)
4. Accommodation is not included in Program fee. Special rates will be available at venue hotel for the class room training program participants.
5. Special discount of 10% is offered for participants who pay their fees at least 45 days before start of the program.
6. Refund will not be considered where the participants cancels his registration less than 3 weeks before start of the program. Alternate nominations will be allowed anytime before program start. In case of exceptional hardship or emergency participant may be allowed to attend at another location.
7. All participants are required to fill in Participant Information form - on first day of the program. Each program Undergoes Customization to Better Meet Participant Present and Future Career Needs. Please be prepared to let the Instructor/s know about your organization's Special Needs, Interests or Initiatives.
8. It is always useful for participants to bring their existing problems or case studies, work-process flow charts or job related problems for discussion - consideration will be at sole discretion of the program director/s.
9. Provisional Registration : You can make a provisional registration by sending us an email – an official registration request can be made within 2 weeks. This will ensure we will reserve a seat. If The official registration request is not received within 2 weeks or at least 2 weeks before program start this provisional registration is automatically cancelled – we do request you to infrom us asap you have decided either way. All provisional registrations automatically cancel 2 weeks before program start.
10. Information required for Provisional Registration: Program Title, Location, Dates, Your Organization Name, Your Email Address, Your FAX No and your Mobile Number.