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Training Programmes > Develop Your Skills > Leading Business >

Customer Service Excellence: How to win and keep customers

Providing customer service excellence is what will keep your customers coming back.

The Key Issues

Customers can be demanding and sometimes even difficult. However, they are key to your business and providing the right customer service will set you apart from the competition. What is the right customer service? What are some of the best practices? Where should you focus your efforts? What should you do with difficult clients?

Customer service excellence

Conflict management

Building credibility

Key Competences

Communication skills

Effective listening skills

Influence & persuasion

The Right Programme for You

You are a customer service representative, technical or support executive or you work directly with clients. You need to focus on increasing customer satisfaction and retention in your organization.

Highlights

Use and practice the 3 Cs of Customer Service Excellence - Credibility, Communication and Conflict Resolution.

Recognize how focusing on customers' expectations and needs can save time and reduce stress.

Learn how to really listen to your clients and understand their needs.

Learn, Practice and Use

Deliver better, faster service and increase customer satisfaction
Learn how to gain repeat business
Know what customers expect and want Increase your credibility with customers—and your value to your organization
Manage stressful situations more effectively
Recognize the signals of customer irritation—and how to respond appropriately and assist in quickly finding a workable solution to your customer’s problem

Respond quickly and efficiently to specific customer behaviours
Understand why customer satisfaction is based on perceptions
Learn how great customer service creates revenues
Share your knowledge and challenges with your peers and MCE's highly experienced faculty

Programme Details

Customer Service Excellence : How to win and keep customers is a 2 day hands-on training programme. It focuses on the key skills you need in your customer service role today – communication skills, managing conflict, builidng credibility, active listening and more. The programme is faciliated by an experience business professional.

Eight Programme Modules

1 | The Power of Customer Service Excellence

Understand How Customer Service Creates Revenue and Healthy Organizations
Appreciate How Delivering Excellent Customer Service Reduces Your Personal Stress at Work

2 | Creating a Culture of Credibility with Internal Customer Service

Identify Internal and External Customers
Appreciate That Internal Service Is Just as Important as External Service
Understand the Two Levels of Customer Service
Gain Influence Over Issues You Can’t Control
Recognize the Importance of Building Trust in a Customer Service Relationship

3 | Building Credibility By Managing Customer Expectations

Discuss the Role of Perception in Satisfying Customers’ Expectations
Identify the Source of Customers’ Expectations
Determine Customers’ Top Expectations
Recognize How Prioritizing and Focusing on Customers’ Top Expectations Can Save Time and Reduce Stress

4 | Managing Conflict with Professionalism Under Pressure

Understand How Emotions Are Created
Develop Mental Strategies for Remaining Calm and Optimistic Under Pressure
Use Body Language to Manage Your Emotional States
Change Emotional States to Avoid Negative Carryover

5 | Effective Communication Styles for Customer Satisfaction

Understand Your Own Personality Style
Identify the Personality Styles of Others
Use Personality Styles to Communicate with Your Customers Based on Their Preferences
Expand Your Communication Skills for Better Results with Customers

6 | Effective Communication with Personalized Listening Skills

Enhance Listening Strengths
Reduce Listening Liabilities
Identify Your Customers’ Listening Styles and Your Own
Build Rapport with Customers and Expand Your Influence

7 | Customer Communication Channels and the Power of Words

Identify the Different Types of Customer Communication Channels
Appreciate the Power of Words
Use Persuasive Language Patterns
Identify Techniques to Stand Out on the Telephone
Compose Email Correspondence That Customers Will Read, Understand, and Appreciate
Use the Power of Social Media to Enhance Customer Service

8 | Strategies for Dealing with Challenging Customers

Recognize and Respond Effectively to Challenging Customers
Understand the Physiology of Anger
Turn a Challenging Customer into a Happy, Repeat Customer Using a Recovery System
Apply Emotional Management Tools to Remain Calm During Interactions with Challenging Customers

Faculty

Bettina
Hausmann

Upcoming Programmes

Choose your preferred learning solution

2 days

€2,295

SEE DATES

Date

City

Location

Information

22 Sep – 23 Sep 2025

Brussels

City Centre

REGISTER

03 Nov – 04 Nov 2025

Amsterdam

City Centre

REGISTER

This programme is available
as an In-Company solution
for your teams.

Contact Us

Get in touch with the MCE team to learn more about implementing this programme for your team.

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Last Name

Business Email

Company

Job Title

Phone

Country

I am interested in training for

myself

my team

Request

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SEE DATES
CONTACT US

Date

City

Location

Information

22 Sep – 23 Sep 2025

Brussels

City Centre

REGISTER

03 Nov – 04 Nov 2025

Amsterdam

City Centre

REGISTER

Contact Us

Get in touch with the MCE team to learn more about implementing this programme for your team.

First Name

Last Name

Business Email

Company

Job Title

Phone

Country

I am interested in training for

myself

my team

Request

Checkboxes

I would like to receive the latest research-based articles and training programmes from Management Centre Europe.

Checkboxes

Captcha

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Testimonials

"“It is a perfect possibility to connect with people from different industries, who are dealing with the same issues.”

Agata Kulik, Product Manager Special Salts, Jungbunzlauer Ladenburg GmbH, Germany”

“Facilitator, content, tools, methods, room were very good and fitted to the participants and their needs.”

Andreas Armenat, Head of Production, GO Generics & Standard Solutions, Fresenius Kabi AG, Germany

“Very interesting topics, international and multicultural environment. Very professional coach.”

Alessandro Foresio, Vice President,
Logic S.p.A., Italy

“The subjects covered were extremely relevant and gave input to my personal development.”

Rosa Karen Schmidt, Senior VP-Assistant, Novo Nordisk, Denmark

Testimonials

"“It is a perfect possibility to connect with people from different industries, who are dealing with the same issues.”

Agata Kulik, Product Manager Special Salts, Jungbunzlauer Ladenburg GmbH, Germany”

“Facilitator, content, tools, methods, room were very good and fitted to the participants and their needs.”

Andreas Armenat, Head of Production, GO Generics & Standard Solutions, Fresenius Kabi AG, Germany

“Very interesting topics, international and multicultural environment. Very professional coach.”

Alessandro Foresio, Vice President,
Logic S.p.A., Italy

“The subjects covered were extremely relevant and gave input to my personal development.”

Rosa Karen Schmidt, Senior VP-Assistant, Novo Nordisk, Denmark

Other MCE Recommended Programmes

Communicating Up,
Down and Across
the Organization

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How to Communicate
with Diplomacy,
Tact and Credibility

SEE MORE
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The Professional Executive
Assistant

SEE MORE
SEE MORE

Develop Your Skills

Your Seniority

Your Industry

MCE Near You

Discover More

Special Editions

customized learning solutions

MCE CLIENT STORIES

other corporate services

Develop Your Skills

Your Seniority

Your Industry

MCE Near You

Discover More

Special Editions

customized learning solutions

MCE CLIENT STORIES

other corporate services

Customer Service Excellence: How to win and keep customers

The Key Issues

Customer service excellence

Conflict management

Building credibility

Key Competences​

Communication skills

Effective listening skills

Influence & persuasion

The Right Programme for You

Highlights

Recognize how focusing on customers' expectations and needs can save time and reduce stress.

Learn how to really listen to your clients and understand their needs.

Learn, Practice and Use

Programme Details

Eight Programme Modules

Faculty

BettinaHausmann

BettinaHausmann

BettinaHausmann

BettinaHausmann

BettinaHausmann

Upcoming Programmes

Contact Us

Contact Us

Testimonials

"“It is a perfect possibility to connect with people from different industries, who are dealing with the same issues.”

“Facilitator, content, tools, methods, room were very good and fitted to the participants and their needs.”

“Very interesting topics, international and multicultural environment. Very professional coach.”

“The subjects covered were extremely relevant and gave input to my personal development.”

Testimonials

"“It is a perfect possibility to connect with people from different industries, who are dealing with the same issues.”

“Facilitator, content, tools, methods, room were very good and fitted to the participants and their needs.”

“Very interesting topics, international and multicultural environment. Very professional coach.”

“The subjects covered were extremely relevant and gave input to my personal development.”

Other MCE Recommended Programmes

The MCE Team is ready to answer your questions

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Key Competences

Bettina
Hausmann

Bettina
Hausmann

Bettina
Hausmann

Bettina
Hausmann

Bettina
Hausmann

The MCE Team is ready to
answer your questions