Business Analysis & Customer Insight Mastery: Advanced Techniques

Master Customer Service & Business Analysis for Success

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Business Analysis & Customer Insight Mastery: Advanced Techniques

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Course Overview:

The course is a complete course designed to develop skills in customer relationship management and business analysis. Participants will learn to foster a customer-centric culture, communicate effectively, and implement quality assurance methods to improve customer satisfaction. This course also provides in-depth training for the PMI-PBA, covering essential business analysis skills such as needs assessment, requirements elicitation, traceability, and solution evaluation.

Target Audience:

Customer Service Professionals
Business Analysts
Project Managers
Team Leaders & Supervisors
Sales and Marketing Professionals
Aspiring Customer Service Leaders

Targeted Organizational Departments:

Customer Service
Project Management Office (PMO)
Business Analysis
Sales and Marketing
IT and Software Development
Human Resources

Targeted Industries:

Retail
IT and Software
Finance and Banking
Healthcare
Telecommunications
Hospitality

Course Offerings:

By the end of this course, participants will be able to:

Develop a customer-centric organizational strategy.
Master communication and customer engagement techniques.
Apply agile methods in customer service.
Conduct comprehensive needs assessments.
Elicit and analyze requirements for business solutions.
Implement quality assurance in customer service.

Training Methodology:

The course uses varied learning approaches to ensure an engaging and practical experience. Participants will engage in case studies, group work, interactive discussions, and feedback sessions focused on customer service excellence and business analysis. Real-world scenarios and simulations are used to apply key concepts in a hands-on environment, and mock exams will be provided for PMI-PBA preparation. This multi-method training ensures that participants can apply their new skills directly in their roles.

Course Toolbox:

Participants will receive:

Comprehensive ebooks on customer service and business analysis
Access to online resources for PMI-PBA preparation
Templates, checklists, and agile tools for customer engagement

Course Agenda:

Day 1: Building a Customer-Centric Culture

Topic 1: Importance of Customer-Centric Strategy
Topic 2: The Shift Towards Customer-Centric Organizations
Topic 3: Customer-Centric Model and Approach
Topic 4: Agile Concepts in Customer Service
Topic 5: Encouraging Customer Involvement in Decision-Making
Topic 6: Incorporating Customer Feedback into Strategy
Reflection & Review: Key takeaways on customer centricity

Day 2: Developing Customer Communication and Engagement

Topic 1: Foundations of Effective Communication
Topic 2: Advanced Communication Skills for Customer Service
Topic 3: The Art of Listening and Understanding Customer Needs
Topic 4: Building Trust and Loyalty through Communication
Topic 5: Techniques for Personal Persuasion and Influence
Topic 6: Crafting a Customer Communication Plan
Reflection & Review: Techniques and applications review

Day 3: Agile and Analytical Approaches in Service and Business Analysis

Topic 1: Introduction to Agile Customer Service
Topic 2: Moving from Transactions to Interactions
Topic 3: Enhancing Customer Experience through Details
Topic 4: Business Analysis Planning and Agile Integration
Topic 5: Requirements Elicitation and Stakeholder Involvement
Topic 6: Customer Service Protocols and Standards
Reflection & Review: Agile and analytical concept review

Day 4: Quality Assurance, Control, and Business Analysis Techniques

Topic 1: Quality Assurance in Customer Service
Topic 2: Applying Poka Yoke for Error Prevention
Topic 3: Business Analysis Traceability and Monitoring
Topic 4: Continuous Improvement and KPI Development
Topic 5: Balanced Scorecard for Customer and Financial Alignment
Topic 6: Conducting Basic Customer Analysis
Reflection & Review: Quality and performance review

Day 5: Solution Evaluation and Developing Customer Service Teams

Topic 1: Understanding Solution Evaluation and Decision-Making
Topic 2: Coaching and Mentoring in Customer Service
Topic 3: Steps to Foster a Learning Organization
Topic 4: Conflict Resolution in Business Analysis
Topic 5: Building a Sustainable Customer-Centric Team
Topic 6: PMI-PBA Exam Prep and Final Review
Reflection & Review: Final reflections and ongoing application

How This Course is Different from Other Excellence in Customer Insights and Business Analysis Courses:

This course uniquely combines customer relationship management skills and business analysis expertise. Unlike other programs, this course not only covers strategies for creating a customer-centric culture. By focusing on both customer service and analytical skills, the course empowers participants to create meaningful customer experiences and make data-driven business decisions, making them valuable assets to their organizations.

credits: 5 credit per day

Course Mode: full-time

Provider: Agile Leaders Training Center

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Location	Dates	Duration	Mode	Price
Vienna	Week 19, 2026 04 - 08 May 2026	5 Days	Onsite	€5,700
Istanbul	Week 19, 2026 04 - 08 May 2026	5 Days	Onsite	€4,500
Doha	Week 19, 2026 10 - 14 May 2026	5 Days	Onsite	€5,500
Dubai	Week 20, 2026 11 - 15 May 2026	5 Days	Onsite	€4,500
Paris	Week 21, 2026 18 - 22 May 2026	5 Days	Onsite	€5,700
Amsterdam	Week 21, 2026 18 - 22 May 2026	5 Days	Onsite	€5,700
London	Week 22, 2026 25 - 29 May 2026	5 Days	Onsite	€5,700
Rome	Week 24, 2026 08 - 12 Jun 2026	5 Days	Onsite	€5,700
Cairo	Week 24, 2026 08 - 12 Jun 2026	5 Days	Onsite	€4,100
Prague	Week 24, 2026 14 - 18 Jun 2026	5 Days	Onsite	€6,000
Seoul	Week 26, 2026 22 - 26 Jun 2026	5 Days	Onsite	€10,000
Dubai	Week 28, 2026 06 - 10 Jul 2026	5 Days	Onsite	€4,500
Barcelona	Week 29, 2026 13 - 17 Jul 2026	5 Days	Onsite	€5,700
Amsterdam	Week 31, 2026 27 - 31 Jul 2026	5 Days	Onsite	€5,700
Kuala Lumpur	Week 33, 2026 10 - 14 Aug 2026	5 Days	Onsite	€5,200
Dubai	Week 33, 2026 16 - 20 Aug 2026	5 Days	Onsite	€4,500
Vienna	Week 34, 2026 17 - 21 Aug 2026	5 Days	Onsite	€5,700
Cape town	Week 35, 2026 30 Aug - 03 Sep 2026	5 Days	Onsite	€6,000
Athens	Week 35, 2026 30 Aug - 03 Sep 2026	5 Days	Onsite	€6,700
Kuwait	Week 37, 2026 13 - 17 Sep 2026	5 Days	Onsite	€5,500