Executive Programme in Family Business Management and Customer Excellence

Executive Programme in Family Business Management and Customer Excellence

Duration: 5 Days

Certificate Awarded

Executive Certificate in Family Business Management and Customer Excellence

Programme Overview

Family-owned businesses represent some of the world’s most successful and enduring organisations. Yet many face common challenges as they grow—professionalising management, strengthening customer relationships, preparing the next generation of leaders, expanding internationally, and balancing family values with commercial performance.

This executive programme provides practical management tools for professionals working within family-owned enterprises. Participants will strengthen their understanding of business management, customer excellence, people leadership, operational effectiveness and sustainable business growth.

Designed for current and future managers, the programme combines internationally recognised management principles with practical application through case studies, workshops and executive discussions.

Programme Structure

Day One: Leading and Managing a Family Business

• Understanding family business dynamics
• Balancing family relationships with business decisions
• Governance versus management
• Defining roles and responsibilities
• Building trust and accountability
• Professionalising the family business
• Managing growth without losing culture
• Preparing for future leadership

Day Two: Customer Excellence and Relationship Management

• Understanding customer expectations
• Building long-term customer loyalty
• Customer journey mapping
• Delivering exceptional customer service
• Managing complaints professionally
• Personalised customer experiences
• Developing customer trust
• Customer retention strategies
• Relationship selling

Day Three: General Business Management

• Planning and organising work
• Performance management
• Setting business objectives
• Measuring business performance
• Key Performance Indicators (KPIs)
• Time management
• Decision-making techniques
• Managing operational performance
• Continuous improvement

Day Four: Leading People and Building High-Performing Teams

• Leadership styles
• Motivation
• Coaching employees
• Delegation
• Performance conversations
• Conflict resolution
• Communication skills
• Emotional intelligence
• Building teamwork
• Managing change

Day Five: Business Growth and International Development

• Business development fundamentals
• Building strategic partnerships
• International customer relationships
• Cross-cultural communication
• Entering new markets
• Brand reputation
• Networking for business growth
• Developing a personal action plan

Learning Outcomes

Upon completion participants will be able to:

✓ Apply professional management practices within family businesses

✓ Improve customer satisfaction and customer loyalty

✓ Lead people with greater confidence

✓ Improve operational performance

✓ Make more effective management decisions

✓ Strengthen communication and leadership skills

✓ Build stronger customer relationships

✓ Contribute to sustainable business growth

Representative Case Studies

• Family Business
• Rolex
• Swarovski
• Bosch
• Hermès
• Ferragamo
• Customer Excellence
• Ritz-Carlton
• Four Seasons
• Apple
• Lexus
• Leadership
• Toyota
• IKEA
• John Lewis Partnership

Who Should Attend

This programme is designed for:

• Family business owners
• Next-generation family business leaders
• Business managers
• Customer relationship managers
• Retail managers
• Operations managers
• Business development professionals
• Professionals preparing for greater management responsibility