Sales & Marketing · Professional · Corporate
BCCSSM
Building a Customer-Centric Service Culture
Sales & Marketing
Professional level
10 Modules
30 Topics
Corporate
In-house or live virtual
Certification
Blue Ocean Academy certificate
BCCSSM
Choose your enrolment option
Tailored delivery for teams.
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Blue Ocean AcademyCorporate training terms and scheduling policies apply
About the BCCSSM Program
A service culture is built from standards, measurement and daily habits rather than slogans. The program shows managers how to define service standards, map the customer journey, train frontline behavior, handle complaints and recovery, and use feedback to drive improvement. Delivered in-house at the client's premises or live virtual, participants assess their current service gaps and leave with a service charter and an improvement plan for their own teams.
What You Will Learn
- Understand what makes a service culture last
- Map the customer journey across every touchpoint
- Set service standards that teams can follow
- Build frontline behavior through coaching and feedback
- Handle complaints and service recovery consistently
- Measure satisfaction, effort and loyalty indicators
- Align internal departments behind the customer experience
- Create a service improvement plan with owners
What you take away
Skills You'll Build
Service standards
Journey mapping
Complaint recovery
Feedback measurement
Core Topics
Who Is This Program For?
Customer service managers
Set standards your team can meet
Branch managers
Raise service quality across the branch
Contact center supervisors
Coach agents on consistent service
Retail team leaders
Turn service standards into daily habits
Quality managers
Measure service with useful indicators
Human resources managers
Recruit and develop for service
What's Included?
Delivery at your premises or live virtual for your team- Journey map, service charter and audit templates in digital form
- Workshop sessions using your own customer service data
- Certificate of completion issued by Blue Ocean Academy
Blue Ocean Academy
Corporate training terms and scheduling policies apply
Course Outline
- Culture versus slogans
- Signs of a weak service culture
- The business case for service
Every participant receives a Blue Ocean Academy certificate of completion
Choose How You Learn
Showcase Your Sales & Marketing Expertise
Every participant receives a Blue Ocean Academy certificate that can be verified by their employer. Corporate clients receive a completion report for the whole cohort.
Digital Certificate
Verifiable Credential
Professional Recognition
Cohort Completion Report
Corporate training
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