🎯 Course Description:
This 5-day interactive training program is designed to build exceptional customer service skills that drive loyalty, satisfaction, and brand trust. Participants will learn how to deliver proactive, empathetic, and solution-oriented service across all customer touchpoints — whether face-to-face, on the phone, or digitally.
With a focus on emotional intelligence, service recovery, communication techniques, and customer journey mapping, this course prepares teams to turn everyday interactions into memorable experiences.
👥 Who Should Attend:
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Frontline customer service representatives
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Call center and helpdesk teams
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Sales and client service professionals
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Hospitality, healthcare, and retail staff
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Team leaders and supervisors managing service teams
🗓️ Day 1: Foundations of Excellent Customer Service
| Time | Topic |
|---|---|
| 08:30 – 09:00 | Welcome, Course Overview, Participant Introductions |
| 09:00 – 10:30 | What Is Customer Service Excellence? – From satisfaction to loyalty |
| 10:30 – 10:45 | ☕ Coffee Break |
| 10:45 – 12:15 | Understanding the Customer Journey – Moments that matter |
| 12:15 – 01:15 | 🍽 Lunch Break |
| 01:15 – 02:45 | Customer Expectations in the Modern Era – Speed, empathy, solutions |
| 02:45 – 03:00 | ☕ Coffee Break |
| 03:00 – 04:30 | Workshop: Mapping your current customer experience |
🗓️ Day 2: Communication Excellence
| Time | Topic |
|---|---|
| 08:30 – 10:00 | Verbal and Non-Verbal Communication Skills |
| 10:00 – 10:15 | ☕ Coffee Break |
| 10:15 – 12:15 | Active Listening and Questioning Techniques |
| 12:15 – 01:15 | 🍽 Lunch Break |
| 01:15 – 02:45 | Communicating with Clarity, Courtesy, and Confidence |
| 02:45 – 03:00 | ☕ Coffee Break |
| 03:00 – 04:30 | Role-Play: Handling different customer personalities |
🗓️ Day 3: Handling Difficult Situations and Complaints
| Time | Topic |
|---|---|
| 08:30 – 10:00 | Understanding Customer Emotions – Anger, frustration, confusion |
| 10:00 – 10:15 | ☕ Coffee Break |
| 10:15 – 12:15 | Service Recovery Techniques – Turning complaints into loyalty |
| 12:15 – 01:15 | 🍽 Lunch Break |
| 01:15 – 02:45 | De-escalation Strategies and Language to Diffuse Tension |
| 02:45 – 03:00 | ☕ Coffee Break |
| 03:00 – 04:30 | Case Study and Role-Play: Real-world complaint handling scenarios |
🗓️ Day 4: Going Above and Beyond
| Time | Topic |
|---|---|
| 08:30 – 10:00 | Creating WOW Moments – Exceeding expectations |
| 10:00 – 10:15 | ☕ Coffee Break |
| 10:15 – 12:15 | Personalization and Emotional Connection in Service |
| 12:15 – 01:15 | 🍽 Lunch Break |
| 01:15 – 02:45 | Proactive Service and Anticipating Needs |
| 02:45 – 03:00 | ☕ Coffee Break |
| 03:00 – 04:30 | Workshop: Designing a service culture of excellence |
🗓️ Day 5: Measuring, Sustaining, and Leading Service Excellence
| Time | Topic |
|---|---|
| 08:30 – 10:00 | Key Customer Service Metrics – CSAT, NPS, CES |
| 10:00 – 10:15 | ☕ Coffee Break |
| 10:15 – 12:15 | Building Habits for Continuous Improvement |
| 12:15 – 01:15 | 🍽 Lunch Break |
| 01:15 – 03:00 | Coaching and Leading Service Teams |
| 03:00 – 03:15 | ☕ Coffee Break |
| 03:15 – 04:30 | Final Q&A, Group Presentations, Feedback & Certificates |
📂 Course Materials Provided:
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Customer journey mapping templates
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Communication toolkit (phrases, empathy builders, de-escalation scripts)
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Complaint handling flowchart
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Service excellence checklist
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Case study pack (retail, banking, hospitality, healthcare)
