This workshop can be delivered face-to-face or online. 


Do you have a clear, consistent and effective customer journey? Can it be difficult to respond to customer expectations? Do you sometimes lack confidence when managing challenging customers?

This interactive course develops foundation skills in analysing needs, building and maintaining relationships, and communicating effectively with customers.   You will evaluate all parts of your customer journey and learn tools and techniques to improve each stage, resulting in more confident, professional, proactive customer management.

This workshop is for you if …

You are in a customer-facing role and would like to deliver service excellence.


After attending this workshop, you should be better able to:

  • identify improvements to your customer journey to lay the foundations for a consistent, proactive approach
  • analyse customer needs and expectations and use techniques to respond to these effectively
  • manage complaints to retain customers.

Workshop outline

Defining service excellence

  • Exploring the key features of service excellence
  • Identifying the link between an organisation’s values and service delivery
  • Understanding the role of service delivery in WOW brands

Mapping the customer journey

  • Identifying the benefits of customer journey mapping
  • Analysing moments of truth
  • Creating and evaluating a customer journey map

Communicating with your customers

  • Analysing the impact of body language, voice and words
  • Using the 3 Vs of communication to create connection
  • Understanding what makes an effective conversation

Building rapport and trust with customers

  • Identifying rapport building behaviours
  • Refusing requests empathetically
  • Using positive and customer focused language

Retaining the customer

  • Understanding the hidden value of complaints
  • Identifying best practice in managing complaints
  • Gaining back customer trust

Service excellence in practice

  • Analysing service interactions
  • Evaluating customer service role-plays and setting goals
  • Planning for successful service interaction

Why choose us?

Find out why you should choose us and how we deliver our workshops face-to-face or online

Full-day workshop schedule

Face-to-face Public Training Dates 2021/2022
3-4 May 7-8 October 2021 20-21 January 2022