On-line Customer Service Excellence training course

Accredited by Welcome to Excellence and developed by customer service experts, this new on-line course comprises of 8 e-learning modules that can be worked through at a pace and time that fits individual and business needs. Each module focuses on a key aspect of customer service and together they provide a comprehensive learning package that includes:

  • An introduction with learning outcomes
  • Resources that explain essential customer service concepts
  • Downloadable customer service reference guides with work based activities (in pdf format) that extend knowledge and build towards an essential reference portfolio
  • A scenario section that can be used to improve customer service across a wide range of business sectors
  • Quizzes and games designed specifically to underpin learning

On-line course overview

Customer Service Excellence comprises of 8 interactive scenario based modules:

  • Why customer service is so important
  • Customer insight and service excellence
  • The service offer and the customer promise
  • The customer’s journey
  • Customer loyalty and value
  • Communicating with customers
  • The emotional component of service
  • Resolving problems and improving service


It takes approximately two to three hours to complete the on-line modules in full. Activity can be completed in a single session or spread out over several stages.  

Logging on/password

Once registrations and payments have been received, access to Customer Service Excellence is instant. The login password will be active for 60 days giving plenty of time for the course to be completed.

Assessment and certification

The on-line assessment follows completion of all Modules and is based on 26 multiple choice questions. Learners are able to download, save and print the Customer Service Excellence certificate if they gain a 70% pass mark. Answers are marked and notified automatically and where the pass mark has not been achieved, relevant responses are highlighted and learners are able to retake individual questions on two further occasions.    

Prices and booking

Up to 50 registrations 
Current price £26.50

50 registrations +
20% discount

Individual registrations can be accessed easily through the online payment system using the link below.
For multiple registrations please contact us on 02380 625533 or via email at: welcometoexcellence@tourismse.com 

Course Price
Customer Service Excellence £26.50
An online customer service training course covering the core principles of customer service for everyone who interacts with customers, externally and internally. You will work through 8 modules and scenarios at your own pace and undertake a final quiz to gain your Welcome to Excellence certificate. (Price includes £1.50 admin. fee).


For booking enquiries please contact your local Welcome to Excellence manager


Full course details

Customer Service Excellence is our interactive online course covering all the main elements of customer service that are so important in today's competitive world. Being online means that individuals can fit the training into their busy day in bite-size chunks rather than leaving their workplace for long periods.  The downloadable Welcome to Excellence support materials provide a valuable reference material long after the course has been completed. 

Customer Service Excellence covers:

1. Why customer service is so important

  • Customer experience
  • Different views of service
  • Excellent and poor service

2. Customer insight and service excellence

  • Customer insight
  • Service channels
  • Improving customer service 

3. The service offer and the customer promise

  • Making a customer promise
  • Keeping your customer promise
  • Service offer checklist 

4. The customer’s journey

  • First impressions
  • Moments of truth
  • Customer journey mapping 

5. Customer loyalty and value

  • Types of customers
  • Customer loyalty
  • Customer lifetime value
  • Keeping customers loyal 

6. Communicating with customers

  • Communication methods
  • Presenting information to customers
  • Developing listening skills
  • Body language 

7. The emotional component of service

  • Understanding behaviours
  • Developing your emotional intelligence skills
  • Identifying and adopting types of behaviour
  • Elements of transactional analysis

8. Resolving problems and improving service

  • Resolving customer service problems
  • Listening to customers’ problems
  • How to implement an improvement culture



Course prices

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 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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