Achieving Customer Service Excellence Training Program

  • Achieving Customer Service Excellence Training Program
  • Switzerland - Geneva

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.

Starts On

20 - April - 2026

Ends On

24 - April - 2026

Location

Switzerland - Geneva

Language

English

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View Course Introductory PDF

Targeted Audience

  • 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

EN

  • 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.