Achieving Excellence In Customer Service

It focuses on developing a culture of customer service excellence and provides participants with a roadmap for examining and improving the service they provide at both the individual and organizational level.

Discovery call

Course Description/Objectives

We’re more likely to remember bad experiences over the good one —one bad customer service story has the potential to undo all your good works

Bad customers service will damage Your reputation Customers will move their business to a competitor, Unhappy customers will tell friends and family about their negative experience.

And you will lose BIG Money

Eliminating bad customer service is an ongoing battle

Achieving excellence in Customer Service, a must attend for every organization who intend to win the service war

You will learn to:


Establish the importance of setting and reviewing customer service standards


Design a social media plan to improve customer service support


Demonstrate how to deal with difficult customers in a professional manner


Utilize time management techniques and set SMART goals to increase productivity


Develop an understanding of internal and external customer expectations

Course Content

Enhancing Your Customer Service Communication Skills
  • Active Listening and Questioning Skills to Identify a Custom er’s Expectations
  •  Body Language: How to Read Your Customer like a Book
  • Working with Aggressive, Expressive, Passive, and AnalyticalCustom ers
  • Telephone Tips to Promote a ProfessionalIm age
  •  The D o’s and Don’ts of written Communication
Principles of Persuasion and Professional Negotiation Strategies
  • Cialdini’s Six Principles of Persuasion
  • The Art of Giving and Receiving Constructive Feedback
  • Strategies for Negotiating Mutually Beneficial Outcomes
  • Words and Tones to Avoid
  • Price Value Formula
  • Negotiating across Cultures
Building the Foundation for Achieving Customer Service Excellence
  • The 7 Customer Service Expectations
  • Measuring Internal and External Customer Service Satisfaction
  • How to Use Customer Service to Increase Sales
  • “Going the Extra Mile” to Promote Customer Service Excellence
  • Using Social Media to enhance Customer Service
  • Protecting your Organization’s Online Reputation
Focusing on Customer Service Excellence and Continuous Improvement
  • What is your Action Plan?
  • Customer Service takes Teamwork
  • Maintaining a Positive Mental Attitude
  • Setting SMART Goals for Continuous Improvement
  • Stress Management Tips to increase Productivity
  • End of Course Review
Service Recovery: Handling Complaints and Upset Customers
  • The Importance of Customer Complaints and Why they should be Encouraged
  • Empower Employees to Get the Job Done
  • Steps to Follow for Customer Service Recovery
  • Strategies to Help Calm Upset Customers
  • Managing Emotions during Stressful Situations

Training & Benefits

See this course training methodology, organisational impact, personal impact, and criteria for attendance.

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