DELIVERING SERVICE
EXCELLENCE
OVERVIEW
Duration: One-Day, Half-Day or Part of Bespoke Programme.
CPD points for all professionals.
Delivering exceptional service in any environment requires more than technical expertise, it demands empathy, professionalism and clear communication at every stage of an individual’s experience. This session supports delegates in developing the skills and awareness needed to create a consistently positive impression for customers and colleagues.
Delegates will learn how to build meaningful connections through confident and considerate communication, respond appropriately in diverse situations and handle interactions with sensitivity and respect. The course explores how small behaviours, such as tone of voice, body language and the way we greet others, can shape someone’s perception of the service they receive.
It also highlights the importance of cultural awareness in today’s increasingly diverse workplaces, encouraging inclusive and respectful engagement with all individuals.
AVAILABLE:
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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