Delivering Service Excellence training course

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Delivering Service Excellence overview

With service excellence, there are no losers. Customers win. Employees win. The organisation wins. Delivering first-class service is a successful strategy for everyone.

The Delivering Service Excellence course is for non-tourism businesses and covers essential customer service skills enabling you to identify your customer's needs and provide a level of service that gains loyalty and increases business.

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You will look at how to:

  • identify what your organisation has to offer customers
  • understand who your customers are, what they need and what they expect
  • identify the key elements of customer service excellence
  • create a positive impression and enhance the image of your organisation
  • communicate and establish a rapport with customers
  • choose appropriate behaviour for different customer service situations
  • work with your colleagues to deliver excellent service on a consistent basis
  • deal effectively with situations where customer expectations have not been met
  • identify methods of promoting your organisation and help achieve more business
  • plan for continued customer service success
Full course details

Delivering Service Excellence covers essential customer service skills so staff can consistently deliver world-class standards of service. It's an interactive course which will help your staff develop their skills and enhance their performance in the workplace.

Delivering Service Excellence covers:
The customer experience
  • Introduction
  • Why are we here?
  • Your experience of customer service
  • Who benefits from excellent customer service?
What do you have to offer?
  • Your organisations's offer to customers
  • Unique selling points
  • Are you the expert?
  • Making and delivering the promise
Understanding your customers
  • Who are your customers?
  • Meeting, managing and exceeding customer expectations
  • The expectations of your customers
  • A great experience for everyone
  • Steps in the customer service process
  • Customer loyalty
  • Who's after my customers?
Providing service excellence
  • What is service excellence?
  • Creating a positive first impression
  • Wowing the customer
  • Choosing your behaviour
  • Internal customers
  • Working as an effective team
  • Legislation, policies, procedures and standards
Connecting with customers
  • The communication process
  • Inspiring confidence and building trust
  • It's not what you say, it's the way that you say it
  • Body language
  • Becoming a better listener
  • Asking the right questions
  • Presenting information to customers
  • Professional telephone conversations
  • Communicating in writing
Dealing with challenging situations
  • Challenging situations
  • Customer dissatisfaction
  • Handling a complaint
  • Service recovery
  • The value of customer feedback
Promoting your organisation
  • Options for boosting business
  • Encouraging repeat business
  • Acting as an ambassador
  • Building your brand
  • Up selling and cross selling
Now it's up to you
  • Making it memorable
  • Delivering service excellence
Course prices

Open course price: £90.00 +VAT

In-house course price: £995.00 +VAT

Course delivery options

Open Course

Scheduled courses for individual bookings available in some locations.

In-House Course

Delivered exclusively for a business, organisation or project on a date and location of own choice.

Bespoke Course

Producing new or customising content to precisely match business, organisation, destination or project requirements.

Train the Trainer

Members of your team become accredited to deliver in-house courses for your business, organisation or project.


Enquire about this course

If you are interested in booking one of our courses, or just need some more information, please complete the form and a member of our team will be in touch.

Or you can contact us at:

023 8062 5533 [email protected]
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Not the right course for you?

We have a large range of courses to suit every business. If you would prefer something a bit more personal to you, get in touch! We are happy to tailor a course to your requirements.

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