course | Leadership Excellence in Customer Operations Aligned with COPC Standards
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SMCS-2450 | Leadership Excellence in Customer Operations Aligned with COPC Standards
Course Sector : Sales, Marketing and Customer Service
| Duration | Date from | Date to | Course Venue | Course fees | Book a course |
|---|---|---|---|---|---|
| 5 Days | 2025-07-21 | 2025-07-25 | Abu Dhabi | $4,250 | Book now |
| 5 Days | 2025-12-22 | 2025-12-26 | Dubai | $4,250 | Book now |
Course Introduction
This program builds leadership capacity in managing customer-facing operations, based on the globally recognized COPC CX Standard.This Training program focuses on customer satisfaction, operational performance, quality assurance, and leadership in complex service environments.Participants will learn how to lead teams that deliver consistent, data-driven, and customer-focused performance.
Course objective
- Understand COPC CX Standard principles and service management
- Understand how to design, measure, and improve customer-centric processes
- Explore leadership models and their role in customer operations
- Master key concepts in quality assurance, process control, and KPI alignment
- Prepare leaders to drive sustainable performance across service delivery functions
Course Outline | DAY 01
Introduction to COPC Standards and Operational Leadership
- History and purpose of COPC CX Standard
- Foundation of service excellence
- Components of a high-performance customer operation
- Role of leadership in operational consistency
- Organizational alignment with customer expectations
- The 4 pillars of the COPC framework
- Performance vs. experience: striking the balance
Customer-Centric Management Principles
- Voice of the Customer (VoC) and application
- Service delivery models and customer segmentation
- Customer expectation management
- Reactive vs. proactive service models
- Building customer trust and emotional connection
- Value perception and loyalty drivers
- Applying SERVQUAL and Gap models
Course Outline | Day 02
Operational Design and Process
- Process mapping and documentation principles
- SIPOC and process hierarchy
- Process standardization
- Capacity and queueing in customer operations
- Demand forecasting principles
- Identifying bottlenecks and inefficiencies
- Control vs. autonomy in frontline processes
Performance Metrics and KPI Frameworks:
- Leading vs. lagging indicators
- COPC performance categories: quality, cost, speed, satisfaction
- Balanced Scorecard
- KPI hierarchy and strategic alignment
- Pitfalls of metric overemphasis
- Root cause analysis frameworks
- Linking KPIs to continuous improvement
Course Outline | Day 03
Quality Assurance Systems
- Quality monitoring frameworks in service environments
- COPC QA best practices
- Statistical sampling
- Scorecard design: behavioral vs. outcome-based
- Bias and calibration
- Continuous feedback loop principles
- Culture of quality ownership
Workforce and Capacity Management
- Workforce optimization
- Forecasting demand and schedule accuracy
- Shrinkage, adherence, and occupancy concepts
- Workload allocation models
- Intraday and interval planning
- Flexibility vs. consistency trade-offs
- Workforce engagement and morale models
Course Outline | Day 04
Leadership in Service Environments
- Leadership styles and situational application
- Emotional intelligence in customer operations
- Psychological safety and empowerment models
- Delegation, motivation, and accountability
- Building resilient and adaptable teams
- Coaching frameworks (GROW, CLEAR)
- Leading through crises and high-pressure environments
Problem Solving and Continuous Improvement
- Lean and Six Sigma in service operations
- PDCA and DMAIC models
- Process variance and control chart
- Identifying systemic vs. symptomatic issues
- Structured problem-solving models
- Change management principles
- Creating a culture of experimentation
Course Outline | Day 05
Compliance, Governance, and Customer Rights
- Governance frameworks in customer operations
- Legal and ethical responsibility in CX delivery
- Data protection
- Complaint management systems
- Basis of transparency and fairness
- Ethics in automation and AI decision-making
- Audit and accountability mechanisms
BOOST’s Professional Attendance Certificate “BPAC”
BPAC is always given to the delegates after completing the training course,and depends on their attendance of the program at a rate of no less than 80%,besides their active participation and engagement during the program sessions.
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