Delivering service excellence training course

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 the essential customer service techniques enabling you to identify your customer's needs and provide a level of service that ensures loyalty and increases business.

You will look at how to:

  • City & Guildsidentify 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
  • review your performance and plan for customer service improvement

For booking enquiries please contact your local Welcome to Excellence manager


Full course details

Delivering Service Excellence covers essential customer service skills so staff can deliver world-class standards of service on a consistent basis.  It is highly participative, trainer-led and features a variety of learnng activities to help staff develop their skills and enhance their performance in the workplace. 

Delivering Service Excellence covers:

  1. The customer experience
    • Introduction
    • Why are we here?
    • Your experience of customer service
    • Who benefits from excellent customer service?
  1. What do you have to offer?
    • Your organisations's offer to customers
    • Unique selling points
    • Are you the expert?
    • Making and delivering the promise
  1. Understanding your customers
    • Know your customer
    • 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
  1. 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
  1. 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
  1. Dealing with challenging situations
    • Customer dissatisfaction
    • Handling a complaint
    • Service recovery
    • The value of customer feedback
  1. Promoting your organisation
    • Options for boosting business
    • Acting as an ambassador
    • Building your brand
    • Up selling and cross selling
  1. Improving your customer service
    • Reviewing your performance
    • Planning for service improvement

Course prices

Open course price: £90.00

In-house course price: £995.00

Course reviews

"Delivering Service Excellence was brilliant for helping our team appreciate their internal and external customers.  We sent delegates from across departments which gave everybody the opportunity to understand the customer issues each department has and enabled them to work through solutions as a team.  A brilliant course to improve customer relations."
Alison Powell, Commercial Manager, Environcom
"The training gave everyone a better understanding of each other's roles and frustrations when dealing with customers, internally and externally.  It was very beneficial to our organisation and was a good investment for Dunstan Thomas!"

Maria Turner, PA & HR Coordinator, Dunstan Thomas

"The course acted as a beneficial reminder as to what we were essentially here to do as a job and I have heard my team members putting the course detail into practice, which is great."

Nicola Crutchley, Operations Manager, Shephards Friendly Society

"A well presented, well organised and very enjoyable programme.  We all took some valid points from the course and the trainer's instructional technique was unquestionable."

Brian Brazier, Operations Manager, The Chantry Shopping Centre


Course dates

For more information call 023 8062 5439 or click here to email

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