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Service Excellence Training

Live Online & Classroom Enterprise Training

Service Excellence focuses on building customer-centric skills and behaviors that enhance service quality, improve customer satisfaction, and strengthen long-term relationships across industries.

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What is Service Excellence Training about?

This course provides a practical understanding of service excellence principles, customer expectations, and professional service behaviors. Participants learn how to deliver consistent, high-quality service through effective communication, problem-solving, and a service-oriented mindset, enabling organizations to create positive and memorable customer experiences.

What are the objectives of Service Excellence Training ?

  • Understand the fundamentals of service excellence
  • Improve customer communication and interaction skills
  • Handle customer issues and complaints effectively
  • Build a customer-focused service mindset
  • Enhance service quality and consistency

Who is Service Excellence Training for?

  • Customer service executives and representatives
  • Frontline staff and support teams
  • Team leaders and supervisors
  • Sales and relationship managers
  • Professionals interacting with internal or external customers

What are the prerequisites for Service Excellence Training?

Prerequisites:
  • Basic understanding of workplace communication
  • Willingness to adopt a customer-centric approach
  • No prior service management experience required
  • Basic professional etiquette knowledge
  • Interest in improving service delivery skills

Learning Path:
  • Introduction to Service Excellence Concepts
  • Understanding Customer Needs and Expectations
  • Communication and Interpersonal Skills
  • Service Recovery and Complaint Handling
  • Continuous Improvement in Service Quality

Related Courses:
  • Customer Relationship Management (CRM)
  • Effective Business Communication
  • Complaint Handling and Conflict Resolution
  • Professional Etiquette and Workplace Skills

Available Training Modes

Live Online Training

4 Days

Course Outline Expand All

Expand All

  • Definition and importance of Service Excellence.
  • The impact of customer satisfaction on business success.
  • Key principles: Responsiveness, Reliability, Empathy, Assurance.
  • Understanding customer needs and expectations.
  • The role of empathy and emotional intelligence in service.
  • Building long-term customer relationships.
  • Active listening and clear communication techniques.
  • Handling difficult customers with professionalism.
  • Using positive language and tone.
  • Strategies for dealing with complaints effectively.
  • Turning negative experiences into positive outcomes.
  • De-escalation techniques and problem-solving.
  • Setting customer service standards.
  • Key Performance Indicators (KPIs) for service excellence.
  • Continuous improvement strategies.
  • The role of AI, chatbots, and automation in service delivery.
  • Omnichannel support and digital customer interactions.
  • Case studies of businesses excelling in service delivery.
  • Training and motivating employees for service excellence.
  • Leadership’s role in fostering a service-driven organization.
  • Best practices from world-class service organizations.
  • Real-world scenarios and role-playing exercises.
  • Developing a personalized Service Excellence strategy.
  • Final assessment and certification.

Who is the instructor for this training?

The trainer for this Service Excellence Training has extensive experience in this domain, including years of experience training & mentoring professionals.

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