About this course

This workshop focuses on the theory and skills needed to consistently deliver service excellence for both external and internal customers.


Who should attend?

Frontline employees with several years, of customer service experience.



  • Exceed your customers’ expectations
  • Think of new ways to respond to routine situations
  • Provide a model of best practice for less experienced colleagues


Learning Objectives

  • Define service excellence at your organisation and align your procedures with this
  • Explore how to respond to customers with empathy, imagination and creativity
  • Provide a model of best practice for your team (video project)


Course Outline

1. Introduction

  • Defining the customer experience at your organisation
  • Identifying barriers to achieving service excellence

2. The customer journey

  • Defining and mapping customer service journeys
  • Analysing and enhancing a typical customer journey

3. Communicating with your customers

  • Reviewing the 3Vs of communication
  • Developing rapport through facial expressions and body language
  • Using your voice to create a connection

4. Advanced communication techniques

  • Pacifying angry customers
  • Selling the APPLE way
  • Using positive words to win customers

5. Empathy

  • Discovering how to show empathy effectively
  • Dealing with complaints using LEAP
  • Devising creative solutions to routine problems

6. Delight your internal customers

  • Focusing on your colleagues
  • Elevating your emails
  • Showing your qualities

7. Bringing it all together

  • Creating a Delivering Service Excellence PowerPoint