Beyond Customer Service: Service Quality and Excellence

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Beyond Customer Service: Service Quality and Excellence

Today, customers have an increasing range of choice: choice of supplier, choice of channel, choice of products and services. Their loyalty is determined by the quality of the experience they receive.

Providing customer service excellence gives an organization a competitive advantage in the marketplace and is the critical factor that keeps customers coming back. Successful

Successful teams understand the importance of developing a customer centric mindset and deliberately restructure their customer service model to increase customer satisfaction and brand loyalty.

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  • View Schedule
  • COURSE TYPE Practitioner
  • DURATION 4 days


Delegates will learn effective customer-centric strategies and best practices to provide world-class customer service excellence. This dynamic training course gives customer service professionals the communication skills, technology tools, and motivation they require to build strong customer relationships and develop a customer-centric organization.


Upon completing the course, participants will be awarded Strategic Axis certificate endorsed by ICSA – International Customer Service Association.



Module 1: The Building Blocks of a Customer-Centric Organisation

Define Customer Service Excellence

What do you want your customer to experience?

Practical exercise: Identify specific ways to use ‘customer service’ to enhance customer loyalty and build employee morale

Five critical steps for implementing a Customer-Centric Service Model

Serving your internal customers

First impressions are important – What do your customers see and hear?

Understanding your customer’s nonverbal communication

Module 2: Developing a Top-Down Customer-Centric Culture

What do customers want from your organization and why?

Does the ‘customer experience’ align with your organization’s business goals and vision/mission statement?

What do your competitors do better or differently than you do?

Practical exercise: What are the most admired leadership traits?

Shaping customer expectations – perception versus reality

Case study: Examples of companies that provide world-class customer service

Little things make a big difference – ‘going the extra mile.’

The four customer personality types

Module 3: Responding to the Voice of the Customer

Case study: Best and worst rated companies for customer service

Listen, act, and deliver on customer needs

Re-evaluate and realign the customer experience in line with demand

Creating favorable customer service ‘touch points’ within your company

Practical exercise: List the ways that your organization creates positive ‘touch points’ to enhance the ‘customer experience.’

Leading and motivating others to deliver superior service levels

The Customer Loyalty Chain

Developing the processes that nurture customer brand loyalty

Module 4: Measuring and Monitoring Customer Satisfaction

Why is measuring customer satisfaction important?

Why is it critical to encourage customer complaints and feedback?

Establishing quality customer service satisfaction measuring and monitoring standards

Using customer centric diagnostic tools to evaluate trends, perceptions, and opportunities for performance improvement

Best practices for recording and monitoring customer service issues

Putting in place processes to resolve customer dissatisfaction

Practical exercise: Customer service quality control checklist

Strategies for working with difficult and demanding customers

Module 5: Leading the Way to Customer Service Excellence!

The importance of attitude, teamwork, and professional development

Developing a customer-centric training program

Setting performance goals

Contests and employee recognition programs

Coaching and mentoring strategies

Methods to empower and motivate customer service employees

What is your Action Plan?

  • In The Classroom

  • Live, Online

  • Private Team Training

  • Indiviual Private Session

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