DELIVERING SERVICE
EXCELLENCE
OVERVIEW
Duration: 1 day.
CPD points (8 hrs) for all professionals.
Asking people to ‘go the extra mile’ leaves too much to interpretation – one person’s ‘extra mile’ is another person’s ‘average’. Trainetics helps organisations develop a service-focused culture, establish service standards and improve communications.
LEARNING OBJECTIVES
By the end of this course, delegates will be able to:
1. Define what service excellence means and why it matters to organisational success.
2. Recognise the key drivers of customer expectations.
3. Apply active listening and empathy skills to build positive customer relationships.
4. Communicate clearly and confidently, adapting style to different customer needs.
5. Handle difficult conversations professionally, using positive language and tone.
6. Identify opportunities to go beyond expectations and create memorable experiences.
7. Reflect on their own service behaviours and create an action plan for improvement.
ORGANISATIONAL BENEFITS
Performance outcomes include::
1. Improved customer experience, strengthening satisfaction, loyalty, and retention.
2. Greater behavioural consistency, productivity and efficiency.
3. Happier teams enjoying improved internal communications and relationships.
4. Increased self-awareness, confidence, positivity and professionalism.
5. Calm, objective approach to solving problems and improving performance.
WHO SHOULD ATTEND
Professionals of all experience levels and seniority that interact with external customers (clients/suppliers) and internal customers (colleagues/contractors) across all communications channels; face to face, telephone and written.
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