Customer Service Excellence

Because service is what differentiates your organisation!


Customer service is the experience we deliver to our customers. It is the promise we keep to our customers. It’s how we follow through for our customers. It’s how we make them feel when they do business with us.”


Whether it’s providing internal service to other departments, or external service from people that buy your products or services, excellent customer service is an essential component of any successful organisation. That’s why everyone is a customer!

Whether your contact with customers is in person, by phone, or email, every time you and your colleagues interact with customers you create either a positive or a negative perception of yourselves and your organisation in the minds of your customers.

Customer Service Excellence focuses on having the right mindset and strategies for being able to deliver a high level of customer service through your professionalism, willingness to help, and of course your customer communication skills. This powerful half-day training explores the critical aspects of serving your internal and external customers even better.

  • Why internal and external service are equally important.
  • Who are your customers? Identify your internal and external customers.
  • Why it’s critical to always  make a good first impression.
  • Understand the customer service ladder. Where are your skills on this ladder?

Day 1

  • Why is customer service such an important part of your role?
  • Yes, everyone is a customer.
  • The 5 levels of customer service. What is your usual service level?
  • Examples of great service cultures from the world’s best service organisations.
  • External vs internal customer service: what’s the difference?
  • Who are your customers? Identify your internal and external customers.
  • Valuable as your external customers.
  • Your customer satisfaction is based on Identify your customers’ most important expectations.

Day 2

  • Prepare yourself to manage your customers by knowing their personalities and needs. (Using DiSC behavioural profiling)
  • Understand yourself.
  • Understand the personality styles of others.
  • Expand your communication and service skills to get along with more customers.
  • Building your customer service skills in person, on the telephone, and with e-mail.
  • Dealing with difficult customer situations.
  • How to listen to an angry customer so you can calm any tension and resolve their concerns.
  • 21 more ways to develop a customer service mindset.


Send us a message to request more information.

Form: Training Inquiry