Courses/Communication/Customer Service Excellence
Customer Service Excellence
One-day training on service customers remember for the right reasons.
Overview
A one-day course on delivering service that customers remember and return for. Participants work through the moments where service is won or lost, the five dimensions customers judge, the conversation skills that carry every channel, and a three-step recovery arc for complaints — closing with a personal service standard and a thirty-day plan. Ships with scripted notes, workbook, five handouts and two case studies, all editable.
Format. One day. Designed for classroom delivery and adaptable to live online sessions.
Who it is for. Front-line and customer-facing staff in any sector — contact centres, retail, hospitality, property, financial services, public service — plus team leaders and anyone who serves internal customers. Open level; no prior training assumed.
What delegates take away
- Identify the moments of truth in their own role and design stronger endings.
- Prioritise what their customers judge using the five dimensions of service quality.
- Lead service conversations that summarise before solving and say what can be done.
- Adapt tone, structure and technique across face-to-face, telephone and written channels.
- Recover complaints using the Acknowledge-Act-Assure arc while holding their own composure.
- Commit to a personal service standard and a thirty-day behaviour plan.
Course outline
Establishes how customers actually judge service: moments of truth, the peak-end rule of memory, and the commercial case for excellence, anchored in participants' own best and worst service stories.
Expectations as the bar, the five dimensions of service quality, and the evidence that reliability and low customer effort matter more than delight — applied to participants' own customers, external and internal.
The trainable mechanics of every service conversation: summarising before solving, two-gear questioning, positive language that leads with the possible, and tone that carries the message.
One standard, different signals: what to compensate for on the telephone, face to face and in writing, with an exercise re-authoring the same response across channels.
Why complaints are valuable data, the three-step Recovery Arc — Acknowledge, Act, Assure — handling anger without absorbing it, and a rotating role play across six scenarios.
Emotional labour and the between-customers reset, a full case study diagnosis, and each participant's personal service standard with a thirty-day plan.
What is in the kit
Slide deck
44 branded, fully editable PowerPoint slides with facilitator notes on every slide
Trainer notes
Complete facilitator guide: agenda, slide-by-slide delivery notes and guidance
Case studies — two editions
The same case material in international and Gulf settings; pick by audience
Participant workbook
9 in-session exercises with writing space
Handouts
5 complete standalone handouts: worksheets, checklists and scenario sets
Certificates
Attendance and completion certificate templates with the MIZAN seal
Course administration
Feedback form and sign-in sheet
Editions
The license in one sentence
Buy once, deliver the course as often as you like to as many delegates as you like, edit anything, add your own branding — you only may not resell or redistribute the materials themselves. Every download is stamped with your name, tier and order number. Full license terms
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