Specific Job Releted Process Knowledge and Skills
Leveraging the Best of Digital Transformation, Data Analytics and Artificial Intelligence AI
Leveraging the Best of Digital Transformation, Data Analytics and Artificial Intelligence AI
MAA402-2
2 Weeks of Process Good & Best Practices
Customer-Focused Service Management Skills
Building Hands-on Skills & Competencies in
Helping Meet Organizational Objectives
Helping Meet and Exceed Customer Expectation
- Customer Focused Service Design
- Strategic Focused Service Design
- Improving Service through Implementing Good and Best Practices
- Improving Service Image through CRM, Service Design and Execution
www.eurotraining.com/bro/maa402-2.php
2 Week Job Process Good & Best Practices Training
New Delhi
| Kualalumpur
|
London
| New York
|
Seattle, USA
| New Delhi
|
Kualalumpur
| New Delhi
|
London
| New York
|
Seattle
| Istanbul
|
New Delhi
| Kualalumpur
|
New Delhi
| London
|
New York
| Seattle, USA
|
London
| Dubai
|
Kualalumpur
| Dubai
|
London
| New York
|
Seattle, USA
| Istanbul
|
New York
| Dubai 27 April-8 May 2025
|
London 25 May-5 June 2025
|
Useful Links
What is covered in this Training Program?
This Customer-Focused Service Management skills program will build skills in Meeting Organizational Business Objectives and Building Loyal Customers. The program will show how we can ensure we 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 Participant and your service behind your back.
In this Customer-Focused Service Management skills 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 include: 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 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 Customer-Focused Service Management skills 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 Customer-Focused Service Management skills program will build skills in Meeting Organizational Business Objectives and Building Loyal Customers. The program will show how we can ensure we 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 Participant and your service behind your back.
In this Customer-Focused Service Management skills 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 include: 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 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 Customer-Focused Service Management skills 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.
Who Should Attend
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.
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.
Program Content & Modules
Customer-Focused Service Management Skills
Introduction to Customer-Focused Service Management
Fundamentals of Customer Psychology and Behavior
Effective Communication Skills for Service Professionals
Service Quality and Customer Expectations
Customer Journey Mapping and Touchpoint Analysis
Problem-Solving and Conflict Resolution
Service Recovery and Complaint Handling
Multi-Channel Service Delivery
Metrics and Measurement in Customer-Focused Service
Building a Customer-Centric Culture
Service Innovation and Continuous Improvement
Ethical Considerations in Customer-Focused Service
Cultural Sensitivity and Diversity in Service
Future Trends in Customer Service
Capstone Project and Case Studies
Service Design and Innovation
Customer Feedback and Voice of the Customer (VoC)
Employee Empowerment and Engagement
Service Personalization and Customization
Measuring Customer Lifetime Value (CLV)
Emotional Intelligence in Service Management
Cross-Functional Collaboration for Service Excellence
Crisis Management and Business Continuity Planning
Social Media and Online Reputation Management
Global Customer Service Strategies
Leadership in Customer-Focused Service
Legal and Regulatory Compliance in Service
Sustainability and Corporate Social Responsibility (CSR) in Service
Customer-Focused Service Technologies
Continuous Learning and Professional Development
Service Metrics and Data Analytics
Servant Leadership and Team Building
Service Contracts and Service Level Agreements (SLAs)
Loyalty Programs and Customer Retention
Handling Customer Feedback and Reviews
Service Benchmarking and Best Practices
Psychological Resilience for Service Professionals
Customer-Focused Service in E-Commerce
Navigating Service in B2B Environments
Customer-Centric Crisis Communication
Service Audits and Continuous Quality Improvement
Frictionless Service Experiences
Adaptive Problem-Solving for Service Challenges
Influencing Customer Behavior and Decisions
Customer-Focused Service in Healthcare
Ethical Use of Customer Data and AI
Creating a Service Excellence Roadmap
Crisis Resilience and Business Continuity Planning
Customer Advocacy and Brand Ambassadors
Future-Proofing Customer Service Strategies
Crisis Communication in the Digital Age
Cultural Intelligence and Global Service Adaptation
AI-Powered Personalization and Hyper-Personalization
Customer-Centric Service in Public Sector and Nonprofits
Designing Customer-Centric Service Processes
Storytelling for Enhanced Customer Engagement
Ethical Considerations in AI and Automation
Crisis Leadership and Resilience
Designing and Analyzing Customer Surveys
Emotional Well-being of Service Professionals
Service Innovation through Co-Creation
Managing Multi-Generational Customer Interactions
Effective Use of Chatbots and Virtual Assistants
Creating Service Recovery Systems
Agility and Change Management in Service
Customer-Centric Data Privacy and Security
Gamification for Enhanced Customer Engagement
Customer-Centric Supply Chain and Logistics
Service Management in Remote and Hybrid Work Environments
Customer Empowerment and Self-Service Strategies
Sustainable Service Practices and Eco-Friendly Initiatives
Customer-Centric Innovation Labs
Program Recommendations
Detailed Personalized Customer-Focused Service Management Improvement Action Plan
2 Week Job Process Skills Training
Outcomes & Takeaways
Job Process Good & Best Practices Workshop Outcomes and Takeaways
The Work Process Approach to Learning is a methodology that emphasizes learning through understanding the actual work processes.
A work process refers to a set of activities or tasks that are carried out to achieve a specific outcome or result. These processes can be core to the business, such as manufacturing, service delivery, or customer support, or they can be supportive, like HR processes, IT services, or administrative workflows.
The Goal is to closely align training content and methods with the specific processes, tasks, and challenges found in that domain real-world work environments.
What the training achieves is building skills and competencies essential for actual work processes performance. Enabling quick and seamlessly understanding how to perform their processes effectively, efficiently and avoiding the usual mistakes and risks.
This 2 Week Training Workshop participant will typically take away...
Program related Process knowhow, skills, competencies and process knowledge to perform the job work processes
Training that will empower the participant to identify, support and implement work process improvements in his unit, team, section, department, and organization.
The Work Process Approach to Learning is a methodology that emphasizes learning through understanding the actual work processes.
A work process refers to a set of activities or tasks that are carried out to achieve a specific outcome or result. These processes can be core to the business, such as manufacturing, service delivery, or customer support, or they can be supportive, like HR processes, IT services, or administrative workflows.
The Goal is to closely align training content and methods with the specific processes, tasks, and challenges found in that domain real-world work environments.
What the training achieves is building skills and competencies essential for actual work processes performance. Enabling quick and seamlessly understanding how to perform their processes effectively, efficiently and avoiding the usual mistakes and risks.
Program related Process knowhow, skills, competencies and process knowledge to perform the job work processes
Training that will empower the participant to identify, support and implement work process improvements in his unit, team, section, department, and organization.
Benefits to the Organization Sponsoring Participants to this program
(Benefits made possible by Euro Training's above mentioned Planned Outcomes and Takeaways)
This Euro Training programs is different. It develops practical Job Process Skills.
Benefits you may see in participant post program behavior...Inclination to Recognize his Processes Customers and Stakeholders, and their Needs & Expectations.
Higher level of Relevant Multi-discipline Job Process Skills
Taking Initiative to Propose and help implement Process Improvements in his Work Responsibility Area.
How your Participant will Change after attending the program?...
Increased Work Process Performance Knowledge
Awareness to the Need to align process performance to the Needs and Expectations of Stakeholders and Customers (internal & external)
Awareness of the Need to Align Process Performance to Organizational Operational and Strategic Objectives.
Implement Good Management Practices during Process Performance, and, Gain Awareness to meet Requirements and Recommendations of the any Applicable Industry and Professional Standards.
Skill Sets for possible implementation the Program Discussed Action Plan for Process Improvements.
Type of improvements the participant will be trained to analyze and implement include (as relevant)
(a) Productivity Improvements
(b) Product and Service Differentiation
(c) Exceeding Stakeholder & Customer Expectations.Euro Training Instructors often act as mentors for participants (solely subject to instructor approval). Your participants can utilize this free service to ensure effective post program reinforcement and help when apply the ideas and skills acquired during the training.
Participant Individual Career Benefits
Job Satisfaction & Advancement
First, and most important benefit, is the positive self-esteem that will come from being able to do your work processes right first time and meet internal and external customer expectations.
Second, the Program developed Job Process Understanding & Skills will help participant successfully present his professional skills at Job Interviews and Internal Performance Evaluation Reviews.
Participant gains clear direction and insight for analyzing, proposing and implementing improvements in his work processes.
Post program when you take decisions related to your work processes you will automatically consider Multi-discipline aspects (as applicable):
Internal & External Customer Needs and Expectations, Technology Options, Data Analytics and Artificial Intelligence Opportunities, Helpful Tools and Methods, Consider Risks, Mitigate Risks, Take Actions that Increase Productivity, Consider Legal & Contractual Aspects, Consider Intellectual Property Aspects, Pay attention to Safety and Security, Consider future Audit, Weigh Cost Benefit between options, Be Mindful of Key Performance Indicators (KPIs), Consider how Performance will be evaluated, and, Consider need for and Opportunity to Develop a Decision Support Knowledge Base, .... (and, possibly more aspects).
First, and most important benefit, is the positive self-esteem that will come from being able to do your work processes right first time and meet internal and external customer expectations.
Second, the Program developed Job Process Understanding & Skills will help participant successfully present his professional skills at Job Interviews and Internal Performance Evaluation Reviews.
Participant gains clear direction and insight for analyzing, proposing and implementing improvements in his work processes.
Post program when you take decisions related to your work processes you will automatically consider Multi-discipline aspects (as applicable):
Internal & External Customer Needs and Expectations, Technology Options, Data Analytics and Artificial Intelligence Opportunities, Helpful Tools and Methods, Consider Risks, Mitigate Risks, Take Actions that Increase Productivity, Consider Legal & Contractual Aspects, Consider Intellectual Property Aspects, Pay attention to Safety and Security, Consider future Audit, Weigh Cost Benefit between options, Be Mindful of Key Performance Indicators (KPIs), Consider how Performance will be evaluated, and, Consider need for and Opportunity to Develop a Decision Support Knowledge Base, .... (and, possibly more aspects).
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