Customer Service Excellence
A one-day programme for the people customers actually reach: frontline staff, service desks, call handlers and anyone who inherits a complaint. Service quality is rarely lost through indifference. It is lost through inconsistency, through staff who have not been told what they are allowed to decide, and through a recovery process that makes an unhappy customer repeat their story three times.
The session covers what a service standard is and how to hold one, then spends most of the day on the hard parts: the angry customer, the unreasonable request, the failure that was genuinely your fault, and the recovery that turns a complaint into retention. Role play throughout, using the participants' own most difficult recurring situations.
HRD Corp SBL-Khas Claimable
Programme Agenda
9:00 AM - 9:15 AM
Welcome and Programme Overview
Introduction to the session, objectives, and housekeeping.
9:15 AM - 10:15 AM
The Service Mindset
Why attitude drives service quality. The difference between transactional and relationship-based service. How excellent service creates business growth.
10:15 AM - 10:30 AM
Break
10:30 AM - 11:10 AM
Understanding Your Customer
Identifying customer needs beyond what they say. Reading customer emotions and adjusting your approach. Customer journey mapping basics.
11:10 AM - 11:50 AM
Professional Communication in Service
Tone, language, and body language in face-to-face service. Telephone and chat etiquette. Writing service emails and WhatsApp messages professionally.
11:50 AM - 12:30 PM
Handling Enquiries and Requests
Responding promptly and accurately. Managing expectations around time, availability, and outcomes. Going beyond the minimum.
12:30 PM - 1:30 PM
Lunch
1:30 PM - 2:05 PM
Managing Complaints and Difficult Customers
The LEAP method for complaint handling. Staying calm under pressure. Turning a complaint into a recovery opportunity. When to escalate.
2:05 PM - 2:40 PM
Internal Customer Service
Treating colleagues as customers. How internal service quality affects what the external customer receives.
2:40 PM - 3:15 PM
Service Recovery and Follow-Up
What to do after things go wrong. Proactive follow-up that builds trust. Measuring customer satisfaction effectively.
3:15 PM - 3:30 PM
Break
3:30 PM - 4:10 PM
Building a Service Culture
Service standards and consistency across teams. Simple habits that distinguish good service from great service.
4:10 PM - 4:45 PM
Role-Play Service Scenarios. Participants work through realistic customer scenarios including complaints, unreasonable requests, and high-pressure situations. Each scenario is debriefed for technique and mindset. Key Outcomes:
Adopt a professional service mindset that puts the customer firstCommunicate clearly and professionally in all service channelsHandle complaints and difficult situations with confidence and calmTurn service interactions into opportunities to build loyaltyApply service recovery techniques that restore customer trust
4:45 PM - 5:00 PM
Wrap-Up and Q&A
Key takeaways, next steps, and close.
Key Outcomes
- Define and apply a service standard the whole team can hold consistently
- Read what a customer actually needs, which is often not what they first ask for
- Handle an angry or unreasonable customer without escalating or capitulating
- Run a service recovery that restores the relationship after a genuine failure
- Deliver consistent service by phone and in writing, not only face to face
- Know what you are empowered to decide and when to escalate
Training Mode Physical / Online / Hybrid / e-learning
HRD Corp SBL-Khas Claimable
Level Basic. Suitable for frontline and customer-facing staff, service desk and call centre teams, and their supervisors.
Duration 1 Day (8 Hours) | 9:00 AM to 5:00 PM
Venue In-house at the client's premises, or delivered via the client's preferred platform (Microsoft Teams, Zoom, or equivalent)
Assessment Role-played difficult service situations with structured observation, plus a drafted team service standard
Certificate Certificate of Completion issued to all participants upon full attendance