Customer Service Excellence



This programme focuses on providing understanding, skills and tactics to achieve and maintain excellent customer service standards.  The methodology of making this a 4-part online workshop ensures complete understanding and implementation of learning and skills.  It allows for a review of workbooks and challenges/goals/targets set in the first and second workshop to be followed up within the third and fourth workshop.


  • To ensure a clear, comprehensive understanding of what quality service means and how to deliver consistent Excellent Customer Experiences that retain and attract customers and creates brand loyalty
  • Identify any issues and/or barriers to delivering excellent customer service
  • Increase employee engagement, understanding, motivation, confidence and skills.
  • Reinforce the value of delivering excellent customer experiences
  • Accelerate growth and opportunities through the delivery of higher standards of customer service/customer experience

At the conclusion of this programme participants will be able to:

  • Define quality service
  • Understand what is expected and how to deliver a higher level and consistency of service
  • Become active brand ambassadors and advocates
  • Participate in a team-enhanced culture with improved attitude and performance
  • Understand how an individual’s behaviour impacts the behaviour of others
  • Communicate more effectively and assertively
  • Improve teamwork
  • Improve Customer Experiences


  • Defining Customer Service the need for Excellent Customer Experiences
  • Internal & External Customers – Understanding the similarities & differences
  • Expected Standards & Key Components of Customer Service (Empathy, Expertise, Professionalism, Communication, and Appreciation)
  • First and last impressions
  • Back to Basics. Improve spatial awareness & confidence
  • Importance of customer retention
  • Improve Skills to deal with daily challenges & upgrading of service standards
  • Effective Communication Skills
  • Creating Excellent Customer Experiences – Being Customer-Focused
  • Steps For Achieving Superior Quality of Service
  • Creating a Strong Team

Delivered by Lisa Chalfa, Griffin Solutions