Vision, Energy & Passion to Serve
Elevate Your Service Excellence
Remote Live Instructor-Led Interactive Certification Training
Duration: 2 Days
Includes: Trainer Guide, Student Workbook, Slide Deck, Activity Sheets (Pass the Blocks, Rate My NPS), Training Support Materials (Evaluation Sheets, Certificate Templates), 22 Bonus Activities, and a PowerPoint Review Game
Languages: English / Putonghua / Cantonese
Additional Information
| Job family | Service |
|---|---|
| Roles | Business Owner, HR People Ops, Team Manager/Leader |
| Competence Level | Foundation, Intermediate |
| Workshop Category | Business Agility, Agile Service Management, Process Improvement |
Workshop Description
Delivering exceptional customer service starts with a strong service-driven mindset. This engaging two-day workshop inspires participants to adopt a customer-first approach by exploring both the logical and emotional drivers behind customer loyalty. Through practical exercises and proven communication techniques, participants will learn to engage confidently, communicate with flexibility, and create memorable service experiences that build trust and long-term satisfaction.
Audience
Customer service staff and anyone who interacts with customers regularly.
Topics Covered
- Module 1: What Do Customers Want?
- What Customers Want?
- Logic Vs Emotion
- Winning Customers Hearts
- Customers Want CASH
- Module 2: This Thing Called “Loyalty”
- Defining a Lifetime Customer
- Drivers of Customer Loyalty
- Keeping Customers Loyal and Plus One’s
- Why Customers Leave and Cost of Losing a Customer
- Module 3: Measuring Customer Satisfaction
- Importance of Customer Feedback
- Methods of Collecting Customer Feedback
- What Is NPS?
- Rate My NPS Activity
- Module 4: Having the Right Skills and Attitude
- Attitude, Skills and Knowledge
- Having the Right Service Mentality
- Rapport = Results
- Strategies for Building Rapport
- Module 5: Value of a Complaint
- A Complaint Is a Gift
- Ground Rules for Receiving a Complaint
- Avoiding Customers Hot Buttons and Forbidden Language
- Module 6: Customer Service Techniques
- Seven Diffusing Techniques
- Disengaging
- Face Saving Out
- Empowering Customers
- Review Game: Power Point Jeopardy Style Review Game to End Your Class on a High Note
Learning Objectives
- Learn the mindset, techniques, and insights essential for delivering outstanding customer service
- Understand why tracking service quality and customer retention matters — and what a lost customer really costs
- Shift perspectives on complaints by recognizing the growth potential in tough customer interactions
- Explore the impact of genuine customer loyalty and how your role directly shapes the overall experience
- Discover the power of going the extra mile and how small gestures can exceed expectations and leave lasting impressions
Customer Service Excellence Series
This comprehensive training solution designed to equip your team with the skills and confidence to deliver outstanding customer service. Featuring six complete programmes, it enables staff to build stronger customer relationships and maintain service excellence across all touchpoints.
Our Workshop Schedule
Looking for a different workshop schedule? Let us know your preferred dates, and we’ll do our best to accommodate.
Corporate Training inquiries are also welcome.
English (UK) 
繁體中文 
简体中文 