Re-imaging Customer Service Excellence


Purpose of the Course

To revolutionise the way participants view and deliver customer service, creating a customer-centric culture that drives loyalty and business growth.
To equip participants with the latest trends, tools, and techniques in customer service, ensuring exceptional experiences at every touchpoint.
To inspire a passion for customer service excellence, fostering a team of brand ambassadors who consistently exceed expectations.

By the end of the programme, learners would be able to:


  • Participants will gain a deep understanding of the evolving landscape of customer service and its impact on business success.
  • Participants will develop a customer-centric mindset, prioritizing customer needs and satisfaction in every interaction.
  • Participants will learn effective communication, active listening, and problem-solving skills to address customer concerns promptly and professionally.
  • Participants will master the art of building rapport and creating memorable customer experiences that foster loyalty and advocacy.
  • Participants will explore innovative strategies for using technology to enhance customer service and streamline processes.
  • Participants will collaborate to develop a customer service action plan tailored to their specific roles and responsibilities.

Course Content:

  • Module 1: The Evolution of Customer Service

    • Importance of customer service in today's business environment
    • Changing expectations of customers in the digital age
    • Impact of social media, online reviews, and mobile technology
    • Interactive exercise: "Customer Journey Mapping"
  • Module 2: Building a Customer-Centric Culture

    • Importance of creating a culture that values customers
    • Examples of companies with excellent customer service
    • Group activity: "Customer Service Values"
  • Module 3: Mastering Communication Skills

    • Effective communication techniques for verbal and nonverbal interactions
    • Active listening, empathy, and rapport building
    • Role-playing exercise: "Customer Service Scenarios"
  • Module 4: Exceeding Expectations

    • Strategies for creating exceptional customer experiences
    • "Wow" moments and surprising and delighting customers
    • Personalized customer service and creating a lasting impression
    • Interactive game: "Customer Service Jeopardy"
  • Module 5: Resolving Customer Complaints

    • Importance of handling complaints effectively
    • Steps in the complaint resolution process
    • Role-playing exercise: "Complaint Resolution Simulation"
  • Module 6: Leveraging Technology for Customer Service

    • Latest trends in customer service technology (chatbots, AI, social media)
    • Benefits and challenges of using technology
    • Group activity: "Technology Showcase"
  • Module 7: Building a Team of Brand Ambassadors

    • Empowering employees to become brand ambassadors
    • Motivating and recognizing employees for customer service efforts
    • Interactive exercise: "Customer Service Awards"
  • Module 8: Creating a Customer Service Action Plan

    • Developing a comprehensive customer service action plan
    • Implementing and evaluating the plan
    • Group activity: "Action Plan Workshop"

Method of Presentation :

Teaching Aids :
Course Manuals. Audio/ Visual Aids, Flip charts

Matching Assessment & Pre-work :
Self Assessments, Customer Service Perspective (Optional: company assessment ).

Interactive :
Facilitation, Participative Involvement, Practical Exercises, Role Playing, Case Studies

Target Group :

  • Frontline customer service staff
  • Customer service managers and team leaders
  • Marketing and sales professionals
  • Executives and business owners
  • Organisations in Customer-Facing Industries

Duration of Course :

2 Days

Venue :

Training can be conducted in-house, or at a venue of your choice.