"Customer Satisfaction & Delight" Skills

During these Epidemic Times Many of the Customer Interfaces have Gone Electronic. But the Importance of Meeting and Exceeding Customer Expectations has Not Diminished. Those of us who are paying less attention to Customer Needs and Expectations are doing so at their own peril.

The impact of the Customer Dissatisfaction may be explained away as Changed Customer Needs or Behavior but again at our own peril. Failure to give attention to Customer Expectations will give opportunity to the competitors to do so easily and walk away with your customers, you may then never see those customers again.

This program will show this is also the right time to do things to Exceed Customer Expectations at little or No Marginal Costs.

This program follows a systematic approach to Improve Customer Satisfaction and Aims to use Every Opportunity to Cost Effectively Delight the Customer. The program achieves this through developing skills and competencies in Analyzing and Understanding Changing Customer Needs, Real Needs and Expectations.

This program uses Value Engineering to identify New Opportunities to Create Unexpected Value for Customer in these Pandemic times and thereby delight him.

This program will develop skills and competencies for Identifying your Customers, Investigating and Determining their Changing Needs, and, Finding their Real Needs & Expectations.

The program discusses how to analyze which Expectation can be Cost Effectively Met or Exceeded and which of the expectations that will be met in the Strategic Timeframe.

Participant will understand the choice of expectations to met will take into account the need to meet competitor service, develop product and service differentiation, and strategy to sustain competitive advantage in the strategic timeframes.

This program uses many key skills and methodologies including Value Engineering, differentiation and sustaining product or service differentiation.

Another key methodology will discuss the systematic ways for Real Time Monitoring of Customer Satisfaction and Proactively Converting Customer Dissatisfaction into Exceeded Expectations.

All the above will be presented to the participants in an easy-to-understand step-by-step methodology.

Participants will go away with ready to implement action plans for Improving Customer Satisfaction and Delighting their Internal or External Customers.

This program further includes Hands on workshops, Deeper Insights into Discussed Modules, Good Management Practices, Benchmarked Best Practices, Standard Operating Procedures for Work Processes, Organization and Stakeholder Expectations based Key Performance Indicators KPIs, Systematic Performance Evaluation of KPIs, Leveraging Data Analytic Systems to Develop Meaningful Performance Dishboards, Leveraging Data Analytics to Develop Decision Support Insights, Leveraging Data Analytics to Develop Proactive Early Identification of Problems & Opportunities, Developing a Knowledge Management Systems to Support Decisions; Developing Skills & Competency System to Brief, Coach and Trains; Certification Tests & Interviews to Quality for Certification; Program Recommendations, and, Preparing a Detailed Personalized Improvement Action Plan.

This program further includes Hands on workshops, Deeper Insights into Discussed Modules, Good Management Practices, Benchmarked Best Practices, Standard Operating Procedures for Work Processes, Organization and Stakeholder Expectations based Key Performance Indicators KPIs, Systematic Performance Evaluation of KPIs, Leveraging Data Analytic Systems to Develop Meaningful Performance Dishboards, Leveraging Data Analytics to Develop Decision Support Insights, Leveraging Data Analytics to Develop Proactive Early Identification of Problems & Opportunities, Developing a Knowledge Management Systems to Support Decisions; Developing Skills & Competency System to Brief, Coach and Trains; Certification Tests & Interviews to Quality for Certification; Program Recommendations, and, Preparing a Detailed Personalized Improvement Action Plan.

This program is intended for Everyone. It does not matter what role you play in the organization. It does not matter whether you deal with Internal Customers or External Customers or other Stakeholders.

Ofcourse, it may be natural for your organization to want to send Customer Facing Staff,s and Managers first to this program.
Another set of employees who need to be prioritized to attend this program are Internal and External Project Teams. On projects this methodology will improve communications, negotiations, coordination and problem solving. Sending External Customer Facing team members together to attend this program is a recommended strategy, this will increase program application effectiveness.

1. "Customer Satisfaction & Delight" Skills
2. For Detailed Program Content Please Email msa870-1@EuroTraining.com

Program General Methodology











































































































































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Euro Training is in the business of providing

1. Relevant 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 rich and diverse work experience).
3. Knowledge Framework which will enable the participant to catch and learn from his own past/present/future job related experience.
4. Training that empowers the participant to identify, support and implement improvements on his work area, team, section, department or organization.

The 1 week training program participant will take away

1. A Multi Discipline Understanding and 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. The participant will also take away knowledge and applicability of the latest relevant Technologies and Methodologies. The participant should become more productive, Effective, Efficient and Customer Focused.
2. The Participant will also take away Program Recommendations on the next steps to follow to implement what has been learnt on 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 aware of the multi-discipline aspects related to his job responsibilities and thereby make him competent, effective, productive and customer focused. Each program is customized and made useful for the particular participant group. Your organization should consider nominating participants for one or more of the following reasons...
• Training new employees just joining the company to get them productive quickly on their job
• Training Existing Employees Transferred to a New Relevant Job or Project Assignment. Existing Employees being prepared for taking on new responsibilities in the areas covered by the program.
• Training Teams and Team Building Just Prior to (as applicable) New Project, New Management Initiative, New Technology Adoption, New System Implementation, New Improvement Implementation, New Management Emphasis or New Strategy Planned or Implemented in the Organization (requires sending 2 or more team members together to the same program at the same location and dates)
• This program will Create Multi-Discipline Understanding, Skills and Competencies in the participant including as relevant...
• Technical and Process Knowhow
• Alignment to the Needs and Expectations of Stakeholders/ Customers (internal & external)
• Alignment to Organizational Strategic Objectives.
• Good Management Practices, and, Meeting Requirements and Recommendations of the Relevant Industry Standards.
• Best Practices that can assist Making Dramatic Process Improvements, including (as relevant) Productivity Improvements, Product and Service Differentiation and Generally Exceeding Stakeholder/ Customer Expectations.
• This training can help Create a pool of trained 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. (Please inquire about our post program mentoring plans)

1. As a participant you gain a multi-discipline understanding of the relevant issues, analytical abilities, domain required competencies and methods. This means that you will understand and perform your relevant job like a Seasoned Professional and Not like a Just-Graduated-Professional/Novice.
2. Post program when you take decisions related to your work processes you will take into consideration (as applicable): Internal & External Customer Needs and Expectations, Understand Technology Options, Understand Risks, Actions for Increasing Productivity, Legal & Contractual Aspects, Intellectual Property Aspects, Safety, Security, Audit, Cost Benefit Aspects, Value Engineering Opportunities.... and more.
3. Implementing what you learn in the program will lead to a feeling of Job Satisfaction, Self Esteem, Career Advancement and Reduce Monday Morning Blues.
4. The program will cover understanding the Strategic Alignment Aspects of your job and in the process enable you to make a leadership contribution in your work area, team or organization.

Team Nominations : Team Nominations: It is recommended that your organization nominate at least two participants together for this program. This will help the participants create a Critical Mass for the Change and enable the participants to support each other during implementations of the program recommendations and the other methodologies learnt during the program.

Single Nominations will also be accepted for the program.

Single participant nominations will be useful where the objective is to:-

1. Refresh and Upgrade Relevant skills, make the participant familiar with the Relevant Latest Tools, Techniques and Methods. Single participants can also be considered where the objective is to quickly bring the employee up to level required for independent productive working.
2. Train promising experienced employee to take on Mentoring/ Instructor roles in Relevant knowledge area.
3. Train individuals for Leadership Role in Relevant Team, 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.

• Online eTraining Fee £3,000 (USD $3,750) per participant. Classroom Training £4,315 (USD $5,500) per participant.
• Training and Workshop Materials are included in the Fees. These training materials can also be purchased separately for £1000 ($1,250) each set for your Library 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.