Beyond Customer Service TrainingCourse
- 23/12/2025
Overviwe
This Beyond Customer Service training course will show you how to take your organisation from Good to Great. The Rise (and rise, and rise) of web technologies, of Peer-Review, Price Comparison and auto-switching website have changed the rules of customer engagement irrevocably and forever. The old Marketing books and theories can be torn up. The strategic battleground now is in delivering world-class customer “experiences”. The old models, focusing on Product, Price, Promotion, Place, etc. overlook the fact that the way goods and services are purchased and consumed is now radically different to how they were, even half a generation ago.
Attention-spans are minute, distractions are everywhere, and Social is EVERYTHING. Giving good, even excellent Customer service is no longer anywhere near good enough. The new game is relationships, engagement, dialogues, and world-class experiences. Mapping, planning, and creating these is the purpose of training course and will take you through the latest science, models, and theories on how to get and stay ahead of the curve in the new 24/7/365 “always-on” competitive landscape.
Course Objectives
By the end of this training course, participants will be able to demonstrate the following skills, knowledge and behaviours:
- ● Understand what the true meaning of value is
- ● Truly understand the mind of the customer, what does he want?
- ● Learn how to build processes and systems that deliver sustainable and unique customer value over and over again
- ● Learn how to communicate, using a common, compelling “voice” across multi-channels and media
- ● Learn how to be compelling and how to create and then capture sustainable value
Course Outlines
- Quality is in the Eye of the Payer
- The Pursuit of Value, What is it (really)? How do we create it?
- Inside the Mind of the Customer – Truth and Lies
- Inside the Mind of the Customer – The Irrational Purchaser
- Behavioural Economics – Why (almost) everything you knew about buying and selling is wrong?
- Inside the Mind of the Customer – Why “Do nothing” is such a powerful driver?
- Inside the Mind of the Customer – The Values “Iceberg”
- Forensic Questioning Skills
- Active Listening Skills
- Survey Design
- The Science of Persuasion
- Inside the Mind of the Customer – Personality Types
- Communicating Value
- Market Segmentation Techniques
- Customer Personae
- Account Classification Techniques
- Finding your Client “Voice” by segment
- “Keep them forever” – Customer Lifetime Value (CLV) Analysis
- Building Compelling Value Propositions
- Persuasive Dialogue Techniques
- Getting Your Message Across
- Getting Social – Tools and Techniques for Customer Excellence in a Social World
- Handling Awkward Customers
- Dealing with Difficult Situations
- Building Quantified Brand Propositions
- Competitor Analysis Techniques
- Situational Analysis Tools
- Effective Customer Research Techniques
- Creating an Actionable, Sustainable Customer Service Plan
- Tools, Methods, Systems and Checklists to Stay on Track
- Summary and Close
Enroll Now!
Course Fee: د.ك 200
We Accept Payments
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Frequently Asked Questions
What is the return policy?
Our approach is collaborative and transparent, guaranteeing open communication and expert execution throughout the project, from the initial concept to the final delivery.
Our return policy allows items to be returned within 30 days
Our approach is collaborative and transparent, guaranteeing open communication and expert execution throughout the project, from the initial concept to the final delivery.
Items must be in original condition and packaging.
Our approach is collaborative and transparent, guaranteeing open communication and expert execution throughout the project, from the initial concept to the final delivery.
Please contact customer service for return instructions.
Our approach is collaborative and transparent, guaranteeing open communication and expert execution throughout the project, from the initial concept to the final delivery.
Exceptions apply for final sale items.
Our approach is collaborative and transparent, guaranteeing open communication and expert execution throughout the project, from the initial concept to the final delivery.
