Achieving Customer Service Excellence Training Program

Course Category : Leadership

This advanced programme strengthens participants’ capabilities to deliver exceptional customer service through enhanced communication, service recovery strategies, client relationship skills, and customer-centric practices that elevate organisational service excellence.
Duration: 5 Days
Level: Intermediate–Advanced

Introduction

Customer service excellence is no longer a matter of chance; it requires well-developed communication competencies, service-recovery strategies, and a deep understanding of customer expectations. In a customer-driven business environment, interpersonal skills have become vital for professional and organisational advancement.
This programme provides participants with advanced methods to deliver exceptional service, manage demanding customers, and build strong client relationships. It explores service-excellence frameworks, emotional intelligence in customer handling, service-recovery strategies, and professional communication tools that enhance customer satisfaction and loyalty.
Participants will develop practical competencies that enable them to create memorable service experiences, resolve conflicts effectively, and contribute to a customer-centric culture that strengthens organisational performance..

Targeted Specializations

Customer service managers and supervisors.
Customer service representatives and support staff.
Managers seeking to enhance their service-delivery skills or train their teams.

Targeted Skills

Effective communication and listening skills.
Complaint handling and dealing with demanding customers.
Value-based customer-service practices.
Customer loyalty and retention techniques.
Stress management and productivity improvement.

Expected Outcomes

Establish and review customer-service standards.
Understand expectations of both internal and external customers.
Communicate more effectively using listening and questioning skills.
Handle demanding or upset customers professionally.
Apply SMART objectives to improve productivity.
Use stress-management techniques to reduce tension.
Identify key components of customer loyalty and retention.
Model practices of world-class service providers.
Apply interpersonal skills to enhance customer interactions.
Develop a customer-focused mindset for continuous improvement.

Training Topics Index

Benefits of delivering excellent customer service.
Breakout session. leveraging service for customer loyalty.
Case study. best and worst service providers.
The WOW Factor and exceeding expectations.
Managing internal and external customer expectations.
First impressions. what customers see and hear.
Understanding the four customer styles.

How well the organisation communicates service values.
Understanding customers’ non-verbal cues.
Building trust face-to-face and over the phone.
Identifying customer learning styles.
Developing active-listening skills.
Using questioning techniques to identify needs.
Professional telephone etiquette.
Dos and don’ts of written communication.

Importance of customer complaints.
Six steps to service recovery.
Case study. SAS & Disney best practices.
Strategies for calming upset customers.
Managing emotions under pressure.
Empowering employees to solve problems.
Step-by-step complaint-resolution workshop.

Requesting customer and colleague feedback.
Giving and receiving constructive feedback.
Case study. Xerox’s five pillars.
Negotiating mutual-benefit outcomes.
Words and tones to avoid.
The RATER Model.
Best practices for call handling, documentation, QA.
Monitoring customer satisfaction.

Importance of attitude and teamwork.
Continuous improvement mindset.
Stress-management tips.
Practical exercise. identifying time-wasters.
Service mission and vision.
Setting personal and professional goals.

Course Features

Modern and practical content
Real-world examples and leadership exercises
Pre- and post-course assessments to measure impact
Accredited certificate with QR code verification

Achieving Customer Service Excellence Training Program