Delivering Service Excellence

Would you like to develop your customer handling skills so that you are able to exceed your customers’ expectations? If so, this workshop will give you the tools that you need.

As well as examining your customers’ journey and how to improve it you will also practice key communication skills for frontline staff such as listening actively, using customerfocused language and dealing with complaints.

Who should attend?

Anyone in a customer-facing role who would like to deliver service excellence.


  • understand your customers’ journey, and have some specific ways to improve it
  • better deal with challenging customer interactions, such as handling complaints
  • have more confidence in your ability to deliver service excellence

Course Outline


  • Defining service excellence
  • Customer service in Singapore
  • Recognising ‘Wow’ brands and their features

The Customer Journey

  • Understanding the customer journey
  • Mapping and analysing your journeys
  • Shep Hyken’s ‘Moments of Magic’

Consistent Customer Service

  • Defining your service mission and values
  • Meeting customer needs and expectations
  • Consequences of dissatisfied customers

Communicating with your Customers

  • The 3 Vs of communication
  • The importance of visuals – facial expressions and body language
  • Active listening
  • The conversation cycle

Handling complaints

  • Complaints and service recoveries
  • What complainants want
  • Tips for handling complaints

Customer service language and stress

  • Dealing with stressful customer interactions
  • Using appropriate customer service language
  • Saying ‘no’ in a friendly way

Bringing it all together

  • Challenging customer interactions

Course Information

Public Training Dates 2019  
March 18-19 August 19-20 December 5-6

Length: 2 days

Venue: Professional Development Centre, Toa Payoh

Course Fees: $954.44 (including GST)