Faculty of Social Sciences

Sagicor Cave Hill School of Business and Management

Short Courses

Customer Service in Action: Tools, Techniques and Transformation

Registration is Open

Smart Service, Human Touch: Driving Customer Loyalty through Innovation

Customer expectations keep rising, channels multiply, and the moments that matter are often messy and emotional.

Customer Service in Action: Tools, Techniques and Transformation equips frontline and supervisory teams with the practical tools and service mindset to deliver consistent, human-centered experiences at scale. Participants learn how to manage high-volume interactions, de-escalate emotionally charged situations, orchestrate seamless omnichannel journeys, and use data and AI responsibly to enhance service quality and speed.

Grounded in global service excellence standards and real-world best practices, the programme empowers professionals to take ownership of the customer experience, build trust across touchpoints, and align service delivery with measurable business outcomes.

Learn how to reduce customer effort, boost first-contact resolution rates, and use real-time service metrics to drive effective coaching and continuous process improvements, empowering you to deliver measurable business results.

Programme  Objectives

On successful completion of the programme, delegates will be able to:

  • Apply service excellence frameworks and emotional intelligence to handle challenging customer interactions.
  • Use digital tools and scripts to deliver fast, personalised and consistent service across multiple platforms.
  • Analyse and respond to key customer service metrics to improve service delivery.
  • Design solutions for service recovery, escalation, and customer journey friction points.
  • Contribute to a culture of continuous improvement and customer-first thinking within their teams.

 

At a Glance

Course Duration:

October 20-24, 2025

Times:

5:30pm – 8:30pm AST

Certificate Awarded:

Professional Development Certificate of Competence

Cost:

US $2,100.00
Register by August 20, 2025 and save 10%

Registration Deadline:

Modality:

Contact Us Today


Direct Contacts

Wanda Monrose
wanda.monrose@cavehill.uwi.edu

Additional Information

 

Customer-Centric Training Agenda

  • Redefining Service in a High-Expectation World
    • Redefining Service for Today’s Customer: Speed, Empathy and Outcomes
    • What Customers Value Today: Personalisation, Access, and Transparency
    • Emotional Intelligence in Customer Service: Practical Techniques for Connection
    • Strategies for Restoring Trust and Managing Emotionally Charged Encounters
  • Tools for Impactful Customer Interactions across Channels
    • Mastering Verbal, Written and Non-verbal Communication in Service
    • Designing Flexible Service Scripts that Feel Authentic
    • Navigating Difficult Conversations: Tone, Framing and Conflict Resolution
    • Service in Action: Managing Email, Chat, Messaging and Voice Effectively
  • Performance Metrics and Feedback that Drive Action
    • Customer Service Metrics that Matter:
      • Net Promoter Score (NPS)
      • First Contact Resolution (FCR)
      • Customer Satisfaction Score (CSAT)
      • Customer Effort Score (CES)
    • Setting and Meeting Service Level Agreements (SLAs): How to Use Metrics to Manage Service Levels
    • Coaching for Performance: Giving Feedback that Builds Confidence
    • Turning Complaints into Data: Root-cause analysis and VoC pipelines
  • Digital Enablement and the AI-Enhanced Agent
    • AI in Service: Chatbots, Knowledge Bases and Self-Service Models
    • Human vs. Machine: Knowing when to Escalate and when to Automate
    • Personalisation Techniques using CRM, Customer History and Predictive Support
    • Designing a Seamless Omnichannel Experience
  • Service Recovery, Culture, and Transformation
    • Service Recovery: Rebuilding Trust after Service Failure
    • The Apology Framework: Language, Timing, and Next Steps
    • How Service, Product and Operations Teams Work Together to Close the Loop
    • Building a Service Culture: Recognition, Rituals, and Reinforcement

 

Key Programme Benefits

  • Practical, Hands-On Learning – Delegates use real-life case studies, role plays, and live tools rather than abstract theory.
  • Multi-Channel Service Skills – Training covers in-person, phone, email, chat, and social media service environments.
  • Blending Human Skills with Technology – Practical use of AI, data dashboards, and self-service tools alongside empathy, judgment, and communication skills.
  • End-to-End (E2E) Service Mindset – Understanding the full customer journey and how to reduce effort at every touchpoint.
  • Immediate Workplace Application – Every activity links directly to participants’ daily service roles and organisational service metrics.

Who should attend?

This programme is designed for:

  • Frontline Customer Service Professionals – Call centre agents, branch staff, front desk representatives, field service staff.
  • Supervisors & Team Leaders – Professionals responsible for overseeing customer service teams and monitoring performance.
  • Customer Experience Specialists – Individuals tasked with improving service quality, reducing complaints, and increasing customer loyalty.
  • Digital Service & Support Staff – Agents managing chat, social media, or email-based customer interactions.
  • Service Quality Analysts & Trainers – Staff involved in coaching, service audits, and continuous improvement initiatives.

All notification of cancellations, deferrals, and substitutions must be received in writing. Please submit your request via e-mail to schsbmopen@cavehill.uwi.edu

CANCELLATIONS

  • The Sagicor Cave Hill School of Business and Management (SCHSBM) reserves the right to make changes to any printed or online information on short courses, instructors, or course information; or cancel any short course due to under-subscription or circumstances beyond its control.
  • Delegates will be notified at least seven (7) days before the start of any course that must be cancelled.
  • Fees for short courses cancelled by the SCHSBM will be refunded in full.
  • The SCHSBM will not be liable for any loss, damages or other expenses that result from course cancellations.

REFUNDS

Due to the costs incurred for program preparation and administration any cancellations received 30 days or less from the program start date are subject to fees as described below. For programs with a virtual component, the start date will be considered the first day of live learning.

Written notice of cancellation received by SCHSBM Refund
30 days or more before the start of the specific course 100% of course fees.
29 to 15 days before the start of the specific course 50% of course fees.
14 days or less before the start of the specific course No refund

Sagicor Cave Hill School of Business and Management
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