CUSTOMER SERVICE EXCELLENCE
The Mini MBA in Customer Service Excellence is a practical, non-academic program designed to equip professionals, business owners, and service teams with the skills, systems, and strategic mindset required to deliver exceptional customer experiences consistently. The course goes beyond basic service etiquette to focus on building structured service processes, managing customer interactions effectively, leveraging data and technology, and aligning customer service with overall business growth. Participants will gain hands-on experience through real-life case studies, simulations,
and assignments that directly translate into improved service delivery and stronger customer retention.
At the end of this program, participants will be able to:
● Develop a clear understanding of customer service as a strategic business function, not just a support role
● Design and implement customer service standards, systems, and workflows
● Communicate professionally and confidently across verbal, written, and digital channels
● Handle customer complaints and difficult situations using structured resolution techniques
● Map and optimize the customer journey to improve experience and satisfaction
● Measure and manage service performance using relevant KPIs and metrics
● Build and execute customer retention and loyalty strategies
● Leverage digital tools and CRM systems for efficient service delivery
● Lead and manage customer service teams with a performance-driven approach
● Develop a Customer Service Transformation Plan applicable to their organization
48 – 60 Hours
At the end of the course, participants should be able to:
● deliver more professional and customer-centred service interactions;
● improve complaint resolution and service turnaround;
● strengthen customer retention and loyalty mechanisms;
● support stronger brand reputation through better service culture;
● implement practical customer service standards in their organisation.
Participants who complete the full course hours, service simulations, assessments, and a customer experience improvement assignment would receive a BUSLMA Mini MBA Professional Certificate in Customer Service Excellence.
Delivery should include:
● Online: service excellence frameworks, customer journey mapping, policy and script design, virtual discussions;
● Offline: role-play, live complaint-handling practice, case studies, and customer interaction drills.
This is aligned with BUSLMA’s wider blended delivery options.
