Excellence in Service (Basic)

Jan | Feb | Mar 2022
1 Days
Online Live | Onsite


Identify customer types, set customer expectations and maintain a positive attitude when working with customers.


  • After completing this course, students will know how to:
  • Distinguish the different types of customers, appreciate the importance of customer service, build rapport and communicate with customers, and respond to customers while exceeding their expectations.
  • Develop customer service skills, provide quality customer service, and solve customer service problems.
  • Understand customer dissatisfaction, work with customers who are either angry or upset, and reduce customer service stress.
  • Understand the importance of effective communication, identify the importance of interpersonal communication, provide quality service on the telephone, and compose effective e-mail messages.


  • Customer service and customers
  • Understanding the importance of good service
  • Identifying the types of customers
  • Customer interaction
  • Building rapport with customers
  • Communicating with customers
  • Customer expectations
  • Responding to a customer
  • Exceeding customer expectations
  • Attitude and attention
  • Demonstrating a positive attitude
  • Providing extra attention
  • Quality of service
  • Providing good customer service
  • Discussing the steps in service process
  • Problem resolution
  • Learning from problems
  • Resolving problems
  • Dissatisfied customers
  • Understanding a dissatisfied customer
  • Preventing dissatisfaction
  • Handling dissatisfied customers and complaints
  • Angry customers
  • Handling an angry customer
  • Diffusing anger through listening
  • Upset customers
  • Discussing the basics of serving an upset customer
  • Serving an upset customer
  • Stress in service situations
  • Controlling your emotions
  • Reducing stress
  • Communication fundamentals
  • Understanding clear communication
  • Analyzing communication breakdown
  • Interpersonal communication
  • Communicating clearly with customers
  • Understanding nonverbal and verbal aspects
  • Telephone skills
  • Providing good service on the telephone
  • Understanding telephone etiquette
  • E-mail etiquette
  • Composing effective e-mail messages
  • Using attachments effectively


Mark Steele

Mark is certified trainer with 20+ years of experience in gulf and London. He has trained batches, corporates, individuals and companies from all over the world.

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