Course Overview

The Service Excellence Course is designed to equip learners with the knowledge and skills needed to deliver world-class service and exceed customer expectations. Participants will explore key elements of service excellence, including communication, problem-solving, and creating memorable customer experiences. The course covers the importance of service standards, customer journey mapping, and strategies for delighting customers across different touchpoints. By the end of the course, learners will be able to implement best practices that foster a culture of service excellence and ensure long-term customer loyalty.

 

Prerequisites

A basic understanding of customer service principles is recommended.

Target Audience

This course is ideal for front-line staff, customer service professionals, supervisors, managers, and individuals responsible for delivering service to customers. It is also suitable for leaders and managers looking to implement service excellence strategies in their teams.

Course Highlights

  • Learn the core principles of service excellence and how to exceed customer expectations.
  • Develop skills in communication, problem-solving, and delivering memorable customer experiences.
  • Explore customer journey mapping and service standards for consistent delivery.
  • Gain hands-on experience in managing service touchpoints and creating moments of delight.
  • Ensure alignment of service excellence strategies with organisational goals.

Course Objectives

By the end of this course, learners will be able to:

  • Implement strategies that foster a culture of service excellence within their organisation.
  • Deliver memorable customer experiences that exceed expectations and build loyalty.
  • Map and improve the customer journey to ensure consistent, high-quality service across all touchpoints.
  • Resolve service issues effectively and enhance customer satisfaction through service recovery.
  • Measure service quality and use customer feedback to improve service delivery.
  • Create moments of delight that turn customers into brand advocates.
  • Develop and implement service standards that align with business objectives.
  • Anticipate customer needs and personalise interactions to enhance the overall experience.
  • Foster a continuous improvement approach to service delivery and customer care.
  • Ensure service excellence efforts are aligned with organisational goals and customer expectations.

Couse Outline

Instructional Methods: Group discussions on service excellence principles, practical exercises in identifying service touchpoints, and case studies on exceptional service.

Topics Covered:

  • The importance of service excellence in customer retention and business success.
  • Key principles of service excellence: Quality, reliability, responsiveness, and empathy.
  • Identifying service touchpoints that contribute to a memorable experience.
  • Aligning service excellence with customer expectations and business objectives.
  • The impact of service excellence on brand reputation and loyalty.

Instructional Methods: Practical exercises in fostering a service-oriented culture, group discussions on employee engagement, and case studies on creating service champions.

Topics Covered:

  • Developing a customer-centric mindset within the organisation.
  • Fostering a culture of service excellence through leadership and training.
  • Engaging and empowering employees to deliver exceptional service.
  • Recognising and rewarding service excellence at all levels.
  • Building a continuous improvement approach to service delivery.

Instructional Methods: Hands-on exercises in creating moments of delight, group discussions on managing customer expectations, and case studies on memorable service experiences.

Topics Covered:

  • Techniques for going beyond customer expectations and delivering memorable service.
  • Creating moments of delight at different service touchpoints.
  • Anticipating customer needs and personalising service delivery.
  • Managing customer expectations and handling service failures effectively.
  • Building long-lasting customer relationships through exceptional service.

Instructional Methods: Practical exercises in resolving service issues, group discussions on problem-solving, and case studies on successful service recovery.

Topics Covered:

  • Turning service failures into opportunities to enhance customer loyalty.
  • Developing service recovery strategies for handling complaints and problems.
  • Using problem-solving frameworks to address customer issues efficiently.
  • Empowering employees to make quick decisions during service failures.
  • Implementing follow-up processes to ensure customer satisfaction post-recovery.

Instructional Methods: Hands-on exercises in measuring service quality, group discussions on using customer feedback, and case studies on service improvement.

Topics Covered:

  • Measuring service quality through customer feedback, surveys, and KPIs.
  • Using feedback to identify areas for service improvement.
  • Developing strategies to enhance service delivery based on feedback.
  • Creating a service improvement plan for continuous progress.
  • Monitoring service excellence efforts through regular performance reviews.

Instructional Methods: Practical exercises in mapping the customer journey, group discussions on improving touchpoints, and case studies on service journey design.

Topics Covered:

  • Understanding the customer journey and its impact on service perception.
  • Mapping customer touchpoints and identifying areas for enhancement.
  • Aligning customer journey mapping with service standards and business objectives.
  • Ensuring consistency in service delivery across all touchpoints.
  • Creating seamless, positive customer experiences throughout the journey.

Certification

A certificate of completion will be awarded upon successful completion of the course.

Course Fees

$788 $488

Service Excellence

Transform Your Approach to Customer Service and Elevate Your Brand!

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Transform Your Approach to Customer Service and Elevate Your Brand!

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