An Intensive 5-day Training Course
Managing Customers
for Competitive Advantage
Market Leadership with Customer Experience Mastery
UPCOMING SESSIONS
| Date | Venue | Fee | |
|---|---|---|---|
| 08-12 Dec 2025 | London - UK | $5,950 | RESERVE A SEAT |
| 27 Apr-01 May 2026 | London - UK | $5,950 | RESERVE A SEAT |
| 31 Aug-04 Sep 2026 | Dubai - UAE | $5,950 | RESERVE A SEAT |
| 07-11 Dec 2026 | London - UK | $5,950 | RESERVE A SEAT |
Training Course Overview
Training Course Objectives
By the end of this training course, participants will be able to:
- Assess and review your value proposition for each core customer segment
- Understand some of the science of Persuasion and Influence and how to use it in our own Marketing efforts
- Develop a customer research programme to discover what the critical factors are
- Understand Customer Relationship Management systems and their value in delivering consistency
- Understand the role and importance of Social Media in a customer-centric world.
- Evaluate customer feedback to fine tune your systems
Designed for
This Anderson training course is suitable to a wide range of professionals but will greatly benefit:
- Marketing executives and managers who are interested in customer retention, Social Media and word-of-mouth marketing
- Anyone responsible for or contributing significantly to the development and implementation of customer relationships
- Managers and supervisors who want to improve customer relationships
- Customer service professionals
Learning Methods
This training course will utilise a variety of proven adult learning techniques to ensure maximum understanding, comprehension and retention of the information presented. The training course is highly interactive and will prompt delegates to reflect on their own thinking and communication style and practice. The Tutor will guide and facilitate learning using a wide variety of methods including direct input, discussions, case studies and group and individual exercises to focus on the themes of the course, practice skills and receive feedback.
The Course Outline
- Essentials of customer management – customer experience vs customer service
- Customer acquisition and retention – measuring their impact on profitability
- Customer lifetime value – identifying key customers using buyer personas
- Developing value propositions for key customers
- Using customer journey maps to assess the needs of key customers
- Developing a customer-centric organisation
- Understanding hat do customers really want from your organisation?
- Ensuring customer experience matches their needs and expectations
- Developing a competitor intelligence system that delivers deep understanding
- Using research to improve customer service and experience
- Case studies: Companies that have turned around their businesses
- Using AI: what to automate and what not to automate
- Developing active listening skills to strengthen relationships
- Developing credibility with different customer personality types
- Leading and motivating customer service stars, core performers and laggards
- Role playing tricky customer services situations
- Strategies for improving customer loyalty
- Using Social media to strengthen relationships with customers
- Key metrics for measuring customer satisfaction including VOV and NPS
- Using customer complaints and feedback to improve service
- Using CRM software and diagnostic tools to monitor performance
- Best practices for recording and monitoring customer service issues
- Using the AWARE System to resolve customer issues
- Strategies for working with difficult and demanding customers
- Encouraging high performance in customer service teams
- Developing a customer service training programme for your teams
- Different methods for setting SMART performance goals
- Skills for buddying, coaching and mentoring team members
- Techniques for motivating to get the best from teams
- Action planning
The Certificate
- Anderson Certificate of Completion will be provided to delegates who attend and complete the course
In Association With
Learn More About
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How can I register for a training course?
There are several convenient ways to register for our training programs:
- Online: Explore our training calendar, choose the course that suits your needs, and click the “Register Now” button on the course details page.
- Email: Share your details, including your name, organization, email address, and selected course, by sending an email to [email protected]
- Phone: Reach out to us directly at +971 4 273 3503, and our team will guide you through the registration process.
When will I receive confirmation of my registration?
Once your registration is successfully completed, you will receive a confirmation email within 24 hours. This email will contain your registration details, invoice, and the necessary joining instructions for the course.
What does the training fee cover?
Where are your training courses held?
Our training programs are hosted at luxurious five-star hotels in prestigious destinations across the globe. Some of our popular locations include Dubai, London, Kuala Lumpur, Amsterdam, New York, Paris, Vienna, and many other iconic cities.
Can I request customized corporate training?
Yes, we offer tailored corporate training solutions to meet your organization’s specific needs. Please contact us at [email protected] or call +971 4 273 3503 for more information.
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