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Cyprus International Institute of Management

Customer Service Excellence

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Customer service excellence, albeit a challenging task to achieve, has the potential to transform an organization and offer benefits on a number of levels. To do so organizations need to navigate themselves through the complicated notions of service quality and customer care, understand their significance, their constituent parts, and the processes and mechanisms through which they can be achieved.

Therefore, it is essential for executives today to have a thorough understanding of the customer – a solid understanding of the intricacies of customer behaviour know-how to achieve success. The programme will include numerous case studies, best practice examples and exercises to enable in-depth understanding and to facilitate the applicability of the discussed ideas to the participants’ companies.

Programme Focus

  • Principles of Consumer Behaviour
  • The achievement of service excellence
  • Business practice evidence on the significance of understanding customers’ needs for corporate success and long-term profitability
  • Customers: the essence of business practice and the focus of all marketing activities
  • Understanding the preferences and behaviour of customers: imposing logic upon the perceived irrationality of the decision maker
  • Creating and sustaining competitive advantages in an increasingly competitive marketplace: the power of customer delight
  • Strategies for developing and managing customer relationships
  • Contemporary customer service revisited: its role and importance in the current economic landscape
  • Customer service and service quality: optimal management for customer delight
  • Moments of truth, critical incidents, service failure, and service recovery: can they too lead to customer delight?
  • Positioning, branding, and communicating for service excellence: analysis and evaluation of successful contemporary examples
  • The importance of creating an exceptional customer service experience and customer delight in your business
  • The usefulness of customer complaints to improving operations and customer service
  • Dealing with complaints and “difficult” customers: an opportunity to improve operations
  • Handling different types of customers in different ways
  • Using emotional intelligence skills to improve customer service and sales

Key Outcomes

By the end of the programmes, participants will:

  • Analyse evidence of customer service as a tool for corporate success
  • Understand customers, their behaviour and preferences
  • Examine customer delight as the cornerstone of marketing
  • Appreciate customer management techniques and the practices for successful relationship development
  • Examine the optimal management of customer service and service quality
  • Appreciate the principles of customer experience
  • Develop emotional intelligence and learn how it contributes to sales and customer service excellence
  • Understand and manage moments of truth and critical incidents in services
  • Learn why services fail and attain tips to recover failed support services

Who should attend

  • Sales Managers, Supervisors and Team Leaders
  • Marketing Managers, Supervisors and Team Leaders
  • Customer service Managers, Supervisors and Team Leaders
  • Heads of other Departments / Units
  • HR managers


Mr. Yannis Pollalis, is a professor of Strategic Management & Policy in the Department of Economic Science at the University of Piraeus in Greece since 1999, and since 2004 is the founder and Director of the Graduate Program in Economic & Business Strategy. He has consulted, researched a...


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