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 updated and highly interactive workshop will give you the tools that you need.

The workshop is suitable for those who deal with internal or external customers. It focuses on the strategies and skills needed to achieve excellent customer service.

Who should attend?

Anyone who has to deal with either internal or external customers.


  • Gain more confidence in your customer handling skills
  • Communicate more effectively with your customers
  • Better deal with challenging customer interactions, such as handling complaints

Course Outline


  • What is service excellence?
  • Recognising WOW brands and their features

The Customer Journey

  • What is a customer journey?
  • Analysing and improving your customer journey

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
  • Active listening
  • Common complaints and appropriate service recoveries

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 2018
March 5-6 July 26-27
October 1-2 November 19-20

Length: 2 days

Venue: Professional Development Centre, Toa Payoh

Maximum group size: 16

Course Fees: $908.43 (including GST)