Course curriculum

  • 1

    Module 1 - The Foundation of Service Excellence

    • Customer Service Excellence - Module 1 Workbook

    • Lesson 1 - What is Service

    • Lesson 2: Key Elements of Service Excellence

  • 2

    Module 2 - Building a Culture of Service Excellence

    • Customer Service Excellence - Module 2 Workbook

    • Lesson 1 - Building a Customer Service Culture Part 1

    • Lesson 2 - Building a Culture of Service Excellence Part 2

    • Lesson 3 - Building a Culture of Service Excellence Part 3

  • 3

    Module 3 - Knowledge required for Service Excellence

    • Customer Service Excellence - Module 3 Workbook

    • Lesson 1 - Know Yourself

    • Lesson 2 - Know Your Organization

    • Lesson 3 - Know Your Products & Services

    • Lesson 4 - Know Your Customers

  • 4

    Module 4 - Effective Communications Skills for Service Excellence

    • Customer Service Excellence - Module 4 Workbook

    • Lesson 1 - Verbal Skills

    • Lesson 2 - Non-Verbal Skills

    • Lesson 3 - Listening Skills

  • 5

    Module 5 - Addressing Customer Issues

    • Customer Service Excellence - Module 5 Workbook

    • Lesson 1 - Addressing Customer Needs

    • Lesson 2 - Service Recovery Strategy

    • Lesson 3 - Roadblocks to Service Recovery