Service Excellence Skills
Service Excellence Skills
Delivering Outstanding Service, Every Time
In a world where products and services often look alike, your greatest differentiator is the experience you deliver for your customers. Service excellence means doing more than ‘good enough’ — it means making customers feel genuinely valued at every interaction.
This challenging, highly participative course provides your front-line staff with all the necessary skills and personal motivation to provide outstanding customer service. Participants learn both the technical and human sides of service — from handling complaints and problem solving, to empathy, communication and teamwork.
The result not only ‘puts the customer first’ but gives your people the skills to make each customer a better customer.
“Deborah was lively, considerate, understanding and very knowledgeable. I found the sections on confidence and assertiveness particularly useful.”
- AD, Client Services Executive, Rentrak
In a world where products and services often look alike, your greatest differentiator is the experience you deliver for your customers. Service excellence means doing more than ‘good enough’ — it means making customers feel genuinely valued at every interaction.
This challenging, highly participative course provides your front-line staff with all the necessary skills and personal motivation to provide outstanding customer service. Participants learn both the technical and human sides of service — from handling complaints and problem solving, to empathy, communication and teamwork.
The result not only ‘puts the customer first’ but gives your people the skills to make each customer a better customer.
At the end of the course participants will:
- Gain customer service excellence skills
- Know how to impress the customer in both material and personal service.
- Recognise the importance of working as an effective team internally in order to deliver excellent customer service externally.
- Have a customer service action plan to implement when returning to their companies.
- How to ‘delight the customer’. Going the extra mile.
- How to recognise the two sides of service – material and personal
- How to make the customer feel important. Using: ‘I’ll make him glad he spoke to me today’.
- How to recognise both your internal and external customers. If you’re not serving the customer, you must be serving someone who is.
- How to handle complaints and difficult situations. Taking responsibility and using your initiative.
- How to recognise each ‘moment of truth’.
- How to calm an upset customer.
- The importance of teamwork. How to work well with others
- How to sound great on the phone.
- How to increase your boss’s confidence in you.
- How to sell your ideas. In the best run companies the number of salespeople equals the number of employees.
- How to create an ongoing ‘partnership’ with each customer.
- How to develop a ‘be the best’ attitude. How to maintain correct attitude throughout the day.
- How to keep enthusiastic. Outstanding customer service requires relentless enthusiasm, nothing great was ever achieved without it. The options for managing personal energy
- How to build lasting customer relations.
Service Excellence (or Customer Service Excellence Skills) is designed to equip your front-line teams with both the skills and the motivation to go beyond the expected — to deliver outstanding service that leaves a lasting impression.
Front-line employees, customer service teams, support staff — anyone who interacts with customers (internal or external) and has the opportunity to influence their experience.
You’ll learn how to:
- Delight customers by going the extra mile
- Recognise both material and personal sides of service
- Make each customer feel important — using phrases like ‘I’ll make him glad he spoke to me today’
- Handle complaints and difficult conversations with initiative and responsibility
- Calm upset customers and recover service
- Identify “moments of truth” — key moments when the customer’s perception is shaped
- Work effectively with internal teams to support frontline delivery
- Build lasting customer relationships and a ‘be the best’ service mindset
We use LDL’s Skill+Will™ approach: exceptional service isn’t just about techniques. It also requires the confidence, energy and mindset (will) to consistently use them under pressure. This programme develops both sides.
This is an in-company / bespoke only programme, delivered face-to-face or virtually, tailored to your customer context and service environment.
Yes. We customise examples, scenarios, the complaint types, customer profiles and service language to match your industry, brand and customer base. Find out more on our tailored solutions page.
As this is a bespoke in-company programme, it can be delivered for groups of up to 12 participants to ensure interaction, discussion and effective coaching.
Senior LDL consultants experienced in customer service, employee engagement and service culture.
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Tailored for Your Business
This programme is exclusively designed and delivered for your organisation — customising content, format and delivery to suit your market, your team and your service goals.
Get in touch to arrange a no-obligation discussion. We’ll explore your service-delivery challenges, design the best approach and schedule delivery at a time and place that suits you.