Service Excellence and Service Mindset

When you go beyond the expectations of your customers and offer an industry-leading experience that truly bowls over them, then such activity is understood as Service Excellence.

In this programme you will be equipped with a service mindset necessary to deliver service excellence. Recognise the typologies of customers to personalise your service approach to go beyond expectations and identify areas of improvements to strengthen customer experience.

Course benefits

Business Outcomes

Offering excellence in service and customer experience brings the brand to life. Not only will it win new customers, it will build long term customer relationships which will bring the business to the next level.

Participants will be equipped with the know-how in creating excellence in service by adapting their approach to the different customer typologies. Gain confidence in communicating and creating personalised service to go beyond expectations.

Learning Outcomes

1. Defining a service mindset

2. Recognise and understand the types of customers to go beyond their expectations

3. Demonstrate customer centric communication skills

4. Using empathy to connect and respond to service challenges

5. Improve positive customer experience with feedback escalation