SEXTANTGlobal Training
ENFR

Sextant / Quality & Standards / QMS-153

Quality & Standards

Advanced Customer Service Excellence

Code QMS-153Level AdvancedDuration 5 / 10 daysLanguage English or French

Overview

This advanced-level programme on Customer Service Excellence gives participants working command of the methods, standards and tools used by leading organisations. It combines expert-led sessions, hands-on exercises, case studies from the Middle East, Europe and Africa, and a personal action plan to apply on return to work.

Designed for quality managers, auditors and process owners.

Learning objectives

  • Master the principles, terminology and code requirements of Customer Service Excellence
  • Apply proven methods and tools to real field situations
  • Analyse risk, cost and performance to make better decisions
  • Learn from international case studies and industry best practice
  • Build a practical improvement plan for your organisation

Course outline

Day 1Principles, terminology and the standards framework
Day 2Core methods, calculations and tools
Day 3Practical applications and group workshops
Day 4International case studies and lessons learned
Day 5Implementation roadmap, assessment and close
Day 6Advanced requirements and changes in the standards
Day 7Optimisation, KPIs and performance analysis
Day 8Risk management and decision making
Day 9Digital transformation and applied AI tools
Day 10Capstone project, presentation and final assessment

Upcoming sessions

Available in all our Middle East and Europe cities, live online for Africa and worldwide, or at your premises.