Pathways To Service Excellence
Elevate Your Customer Service to World-Class Standards
Remote Live Instructor-Led Interactive Certification Training
Duration: 2 Days
Includes: Trainer Guide, Student Workbook, Slide Deck, Exercise/Activity Sheets, Training Support Materials (Evaluation Sheets, Certificate Templates, Training Outline), 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 service isn’t just about knowing what to do — it’s about building skills you can apply immediately. This hands-on workshop blends practical techniques with real-world practice to help you enhance customer experiences, boost satisfaction, and drive better results.
Ideal for customer service professionals aiming to improve feedback, build loyalty, and increase sales, this training equips you with proven strategies to consistently exceed customer expectations.
Audience
Anyone looking to build essential customer service skills.
Topics Covered
- Module 1: Realities of Customer Service Today
- The Realities of Customer Service Today
- ROI of Customer Success
- Dealing With the Different Customer Generations (Genx, Genz, Baby Boomers, Millennials)
- Customer Lifestyle Questioning
- Module 2: Sharpen Your Listening Skills and Memory
- Stages of Consciousness
- Active Listening Skill Practice
- Memory Tips and Tricks
- Acknowledge the Words and the Emotions
- Module 3: Ten Customer Service Best Practice Techniques
- The Service Recovery Catch
- When Dealing With Angry Customers and Customers Showing Strong Emotions
- When You Want Customers to Do Something or Follow Your Direction
- When the Customer Is Arguing
- When the Customer Tells You They Are Having an Issue
- When the Customer Expresses Displeasure
- When Turning Negative Experiences Into Positive Ones
- When the Customer Has Been Given Wrong Information
- When We Are in the Wrong
- When a Customer Requests a Discount
- When a Customer Threatens to Defect to Competition
- Review Game: Power Point Jeopardy Style Review Game to End Your Class on a High Note
Learning Objectives
- Explore the evolution of customer service and how social media has reshaped expectations
- Discover strategies for engaging effectively with customers across different age groups
- Strengthen skills in active listening and asking lifestyle-focused questions to better understand customer needs
- Pick up memory techniques to help you recall customer names and key personal details
- Recognise the value of responding to both what customers say and how they feel
- Learn a fast and effective method for calming upset or frustrated customers
- Walk away with 10 practical, ready-to-use service techniques to apply immediately at work
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 