Delivering Service Excellence

Are you new to the customer service profession or do you have a few years of customer service experience? Would you like to develop your professional skills in customer handling so that your customers are not only satisfied but become advocates of your organisation?

Who should attend?

The course is suitable for newly recruited customer service staff or front-line staff with 2-5 years experience who deal with internal or external customers. It focuses on the communication skills needed to achieve excellent customer service.


  • Have more confidence in your customer handling skills
  • Be able to communicate more effectively with your customers
  • Be able to better deal with stressful situations in customer service

Learning Objectives

  • Defining what Excellent Customer Service is
  • Mapping, analysing and improving your customers' journeys
  • Finding appropriate service recoveries
  • Projecting an excellent customer service image while dealing with stressful customer interactions

Course Outline


• Expressing you learning aims

• Defining excellent customer service

• Recognising the WOW brands and what their features

The Customer Journey

• Defining what customer journey mapping

• Analysing your customer journey

• Improving your customer journey

Consistent Customer Service

• Your organisation's mission and values

• Your customers' needs and experiences

• Consequences of dissatisfied customers

Communicating with your Customers

• 3Vs of communication

• Active listening

• Facial expressions and body language

• Common complaints and appropriate service recoveries

• Role play - handling a complaint

Customer Service Language and Stress

• Learning to deal with stressful customer interactions

• Appropriate customer service language

• Saying 'no' in a friendly way

Bringing It All Together

• Role play - a challenging customer interaction

• Writing a personal action plan

Course Information

Public Training Dates 2016
July 18-19 September 1-2 November 3-4


Public Training Dates 2017
January 19-20 April 10-11

Length: 2 days, 9.00 a.m. to 5.00 p.m.

Venue: Professional Development Centre, Toa Payoh

Maximum group size: 16

Course Fees: $908.43 (including GST)