Why Attend
Delivering excellent customer service goes beyond handling complaints, it requires building a strong, customer-centric culture supported by effective systems and processes.
This 10-day comprehensive program combines two critical pillars of service excellence:
- Developing a high-performance, award-winning service culture
- Designing and implementing an effective customer complaint management system
Participants will gain both the strategic mindset needed to shape organizational culture and the practical tools required to manage customer feedback and complaints effectively. By integrating global best practices such as ISO 10002 and proven service culture frameworks, this program equips organizations to improve customer satisfaction, retention, and overall performance.
Course Objectives
By the end of this program, participants will be able to:
- Build and sustain a customer-centric organizational culture
- Design and implement a structured customer complaint management system
- Effectively handle customer complaints with professionalism and empathy
- Develop service strategies that align with organizational goals
- Identify and overcome resistance to culture change
- Establish Key Performance Indicators (KPIs) and Key Result Areas (KRAs) to measure service performance
- Use customer feedback to improve processes and service delivery
- Enhance customer satisfaction, loyalty, and retention
Who Should Attend
- Senior management and executives
- Customer service managers and staff
- Operations and support departments (HR, IT, Admin)
- Supervisors and team leaders
- Staff involved in customer interaction or service delivery
Packages
- Tuition
- Training Material
- Coffee Break
- Tablet (Samsung)
- City Tour
- Certificate of Completion