$2,719.95 – $3,019.95

Certified Customer Service Performance Professional - Dubai November 2017

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Fairmont Dubai Hotel

Sheikh Zayed Road Dubai

Dubai, Dubai 97555

United Arab Emirates

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Certified Customer Service Performance Professional

In a highly competitive market, the quality of the organizations customer service will determine customers satisfaction, loyalty, increase the chances of them becoming advocates of the company and generate future revenue. This training course focuses on the entities, essentials, enablers and evaluation tools involved in a performant customer service. The courses approach to customer service is unique, as it includes the performance management dimension. Participants will not only understand the important role played by all the entities involved in the process, but they will also become familiar with the implementation phases of a customer service performance management architecture.


  • Attain a standardized approach for your services;
  • Acquire a high level of versatility that enables you to react and deal with a vast range of scenarios;
  • Gain competitive advantage by capitalizing on good case practices;
  • Improve your ability to evaluate your external and internal customers’ satisfaction;
  • Get professional recognition of your customer service knowledge and skills through a Certification granted by The KPI Institute.

Learning objectives

  • Understand how to implement a customer service performance culture, strategy and working system;
  • Develop the channels and tools needed to sustain customer service performance;
  • Learn how to fulfill your internal and external customers’ needs and expectations;
  • Practice and improve the competencies required in different customer service settings.

Participants’ profile

  • Customer service experts
  • Top/middle/lower customer service management
  • Professionals interested in customer service


Day 1 - Customer Service Performance
  • Overview and Importance
  • The Customer: External versus Internal Customer Service
  • The Customer Service Professional
  • Customer Service in Practice
Day 2 - Essentials of Performance Management
  • Customer Service Strategy
  • Customer Service System
  • Performance Culture
  • Performance Enablers
Day 3 – Evaluation
  • Audit of the Customer Service Performance Maturity
  • Customer Service Performance review
  • Customer Feedback
  • Review and certification exam

The certification process is finalized only when you complete all of the 3 stages of the learning experience. Nonetheless, you will receive a:

  • Certificate of Completion (soft copy): after completing pre-course activities and passing the Certification Exam;
  • Certificate of Attendance (hard copy): after participating at the 3 days of on-site training course;
  • Certified Customer Service Performance Professional diploma (hard copy): after you have successfully completed all of the 3 stages of the learning experience.

Educational resources

Course materials

  • Course slides;
  • Course notes;
  • Course quiz;
  • The KPI Infographic.

Qualitative reports

  • Performance Management in 2012, 2013 and 2014.


  • 11 Videos dedicated to Performance Management.

Performance Management Toolkit

  • Templates: Customer service process mapping, Customer Service Performance Maturity Model questionnaire, Customer service standard operation procedure, Dashboard and Scorecard, Portfolio of Initiatives, KPI documentation forms.


  • Free access to all Performance Management webinars series from 2014 to 2016.

Premium subscription on smartKPIs.com

  • Available for 6 months, providing access to 500 fully documented KPIs and over 20.000 KPIs enlisted and one research report from the Top 25 KPIs series.

More information and direct reservation click here: https://marketplace.kpiinstitute.org/certified-customer-service-performance-professional-2016.html?level=250&location=251&dates=2791&fees=2794

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Fairmont Dubai Hotel

Sheikh Zayed Road Dubai

Dubai, Dubai 97555

United Arab Emirates

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