Excellence in Customer Service - Beyond Theory

- Soft Skills / Επικοινωνία - Digital Marketing/ Sales/ Service

04 Απρ 2024 09:00 04 Απρ 2024 16:00
6 ώρες ( 1 ημέρα )
Excellence in Customer Service - Beyond Theory


Customer service excellence is an integral component of business growth. Organizations must commit to a high-quality service culture and recognize the customer service team’s responsibility in maintaining and improving position in sales efforts. The strong relationship between a business’ customer service team and the business’ success has long been established. Improving this essential skill not only builds customer satisfaction, but also helps to retain loyal customers and expand the level of repeat clients.

The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties


  • Customer Experience and benefit 
  • Customer Journey Lifecycle & High ImpactEmotional Motivators
  • Six core beliefs of great Customer Experience& Design transformation:
  • Common Purpose
  • The most important journeys &breakpoints
  • Customer Expectations, Perceptions &Beliefs 
  • Emotional Design Thinking process
  • Surveys & Metrics
  • Customer Feedback Process
  • Root/Cause/Analysis, action & prevention
  • Customer Relationship Management(CRM) Vs. Customer ExperienceManagement (CEM) 
  • Self-Motivation
  • Powerful accountability mindset &behavior


This training course is a suitably wide range of professionals but will significantly benefit Managers, Team Leaders, Supervisors, Field Service Representatives, Public Relation Professionals, Frontline Customer Service Representatives (CSR).


Topics to be Covered

  • Understanding the Customer
  • What is the profile of today's customer?
  • Segmenting and understanding the various types of clients that call-in for service
  • Customer-centricity during service delivery
  • Quality Telephone Customer Service
  • New customers vs Returning customers
  • Tailoring the customer service provision
  • The good, the bad and the ugly service
  • How to show that you care
  • Customer Dissatisfaction
  • Meeting Customer Expectations
  • What gets in the way of meeting or exceeding customer expectations?
  • Why do customers stop coming back?
  • Customer evaluation service quality points
  • Better Service Through Advanced Communication
  • Problem and Complaint Handling
  • Turning a Customer Complaint into a Positive Experience
Πληροφορίες Εκπαιδευτή
Άντρη Πέντα - Master Trainer at Door Greece Training & Consulting

I am a professional trainer and consultant, who specializes in creating, implementing, and assessing training and development programs for staff members in any business environment.

My primary responsibility is to assist organizations in creating and maintaining a skilled, motivated, and productive workforce by offering pertinent and efficient training programs that address the unique requirements and objectives of the organisation. Coaching, training, advising and team-building exercises can all help achieve this.

I am an independent HRDA Training provider, but at the same time, I work with Door Training & Consulting, as a “Master Trainer”. It is a world leader in human performance enhancement with presence in 53 countries. 

In the past, I've worked for two of the Big Four Firms and I have also been in charge of establishing the first Ronald McDonald House® on the island.

Αναλυτικό Κόστος Σεμιναρίου
  • € 130.00
  • € 0.00
  • € 24.70
  • € 130.00

Κοστολογικές Πληροφορίες

Discounts are available for multiple registrations from the same Organization


Πέμπτη - 04 Απρ 2024


09:00 - 16:00


Άντρη Πέντα


Cyprus College Nicosia

Εκδήλωση Ενδιαφέροντος : Excellence in Customer Service - Beyond Theory

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