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 training course covers all the essential customer service techniques enabling you to identify your customer's needs and keep delivering a level of service that ensures loyalty and increased profits.

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 on your customers and enhance the image of your organisation
  • choose appropriate behaviour for different customer service situations
  • identify methods of promoting your organisation and boosting business
  • deal effectively with situations where customer expectations have not been met
  • 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 is our newest course aimed at individuals and companies involved in the delivery of customer service.  It is a highly participative, trainer-led course which gives the participants the skills and knowledge they can immediately use in the workplace. 

Delivering Service Excellence covers:

  1. The role of service excellence
    • Introduction
    • Delivering Service Excellence
    • Why are we here?
    • Providing services to customers
  1. What do you have to offer?
    • Your organisations's offer to customers
    • Are you the expert?
    • Making a promise
  1. Understanding your customers
    • Know your customer
    • Meeting, managing and exceeding customer expectations
    • The expectations of your customers
    • Changing expectations
    • 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
    • Choosing your behaviour
    • Meeting emotional needs
    • Internal customers
    • Working successfully with your colleagues
    • Providing an accessible service
    • Legislation, policies, procedures and standards
    • Wowing the customer
  1. Connecting with customers
    • Making a connection
    • 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
    • On the telephone
    • Putting it in writing
  1. Dealing with difficult situations
    • Customer dissatisfaction
    • The value of customer feedback
    • Receiving praise and comments
    • Service recovery
  1. Boosting business
    • Promoting your organisation
    • Options for boosting business
    • What is selling?
    • The sales process
  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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