An Intensive 5-day Training Course

Customer Focused Management

Value Creation and Capture Strategies for the Digital Age

Course Introduction

The rise of the Internet, of price-comparison websites, Peer-review websites and especially Social Media has transformed the business environment globally.  Traditional points of differentiation have been eroded by search, tap and click.  Social Media and peer-review have combined to drive the customer experience as the primary arbiter of strategic differentiation.  To win under these new rules, organisations have no choice but to become truly customer focused.

This Customer Focused Management training course covers customer service management responsibilities, from the most fundamental tasks of hiring, training, coaching and teambuilding to quality assurance and leadership skills. This challenging and highly participative programme will focus on creating and managing effective teams, dealing with difficult customers, understanding behavioural styles and proven leadership strategies.

Objectives

At the end of this Customer Focused Management training course, you will learn to:

  • Understand the Business and Strategic Reasons for Customer Service Excellence being Imperative
  • Establish the Importance of Setting and Reviewing Customer Service Standards
  • Describe Techniques to Lead, Manage and Motivate Teams and Individuals for Peak Performance
  • Develop Effective Communication Strategies to Promote Team Building
  • Evaluate Surveys to Accurately Monitor Customer Satisfaction
  • Use Social Media to Engage with and Conduct Meaningful Dialogues with Customers

Who Should Attend?

This Oxford Management Centre training course is suitable to a wide range of professionals but will greatly benefit:

  • Department Managers
  • Marketing Managers
  • Sales Managers
  • Customer Service Managers
  • Team Supervisors
  • Frontline Customer Service Representatives (CSR)
  • Account Managers
  • Field Service Representatives

Course Outline

  • The Vision and Mission of a Customer Focused Organisation
  • Case Study:  Benchmarking World - Class Customer Service Companies
  • Supervising the Four Personality Styles
  • Practical Exercise: Determining your Management Style
  • Dealing with Customers as Individuals
  • Coaching and Mentoring Technqiues
  • The Impact of Stress on Individual and Team Performance
  • Using Social Media to Engage with Customers

Certificate

Oxford Management Centre Certificate will be provided to delegates who successfully completed the training course.

Accreditation

NASBA

In association with

GLOMACS Training & Consultancy

GLOMACS Training & Consultancy

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The Energy Training Centre

The Energy Training Centre

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Course image
Duration
5 Days
Format
Classroom, Live/Online
Language
English
Certificate
Yes
Choose the date and location that suits you:
Classroom Sessions
Dubai
23-27 Jun 2025
Fee: $5,950
Book your place
Dubai
28 Jul-01 Aug 2025
Fee: $5,950
Book your place
London
03-07 Nov 2025
Fee: $5,950
Book your place
Riyadh
15-19 Dec 2025
Fee: $5,950
Book your place

Online Sessions
Online
23-27 Jun 2025
Fee: $3,950
Book your place
Online
03-07 Nov 2025
Fee: $3,950
Book your place

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