World-class Service Excellence

We are living in unprecedented times as businesses and consumers learn to navigate the challenges of COVID-19. Everyone is adjusting behaviours and learning to work together to get through this trying time. With the right adjustments and steps, your small business can provide excellent customer service that builds trust with your loyal customers during this trying time. This is when customer loyalty and trust can enable an organization to not only survive but also thrive during the “New Normal”.

In order to develop a reputation for Service Excellence organisations need to become customer-centric, that is, they need to put their customers at the heart of everything they do whether it’s financial control, investment, marketing, recruitment, training, sales, decisions making, process design, organisation design, procurement, innovation, strategic planning, indeed, literally everything is aligned to serving their customers!

The popular thought: that an organisation can become World Class by product innovation is flawed. Yes, a new product may allow you to capture the imagination and the interest of consumers but if your service fails to live up to expectations then consumers will turn to an alternative supplier; a product can be replicated rather easily, great service less so.

And the big benefit of delivering a World Class service? Loyal customers! And the benefit of having loyal customers?

  • Loyal customers will keep coming back
  • Loyal customers will buy more of your products
  • Loyal customers will become advocates of your organisation which will lead to more customers
  • Loyal customers are often prepared to pay a premium for your service
  • Loyal customers will be more tolerant of any problems you may encounter
  • Loyal customers stay with you and are therefore cheaper to manage than new customers because they know their way around your organisation

The big issue for many organisations is they do not have the culture, the leadership, the systems, the processes, or the people to become World Class so they need a new approach.

The aim of this course is to help delegates establish a framework within which their organisation can develop a service excellence strategy, the ‘DEDICATED’ approach will be outlined to offer delegates a structured but simple approach to delivering service excellence.

A number of learning interventions will be used throughout this course, including presentations, exercises, case studies and role-plays.


Top Learning Objectives

  • Learn new ways in elevating customer experience in the “New normal”
  • Define Service Excellence and other key terms used in a customer-centric organisation
  • Explain what constitutes service excellence
  • Describe how to Demonstrate a personal commitment to service excellence
  • Outline a strategy for implementing service excellence
  • Describe a range of approaches to be used to celebrate
  • Explain how to assess the service levels achieved
  • Outline a number of business transformation strategies to deliver service excellence
  • Describe how to embed a culture of service excellence in an organisation
  • Outline a strategy for defending a service excellence strategy

Who Should Attend?

All executives, senior managers and others in all sectors of the economy who have a need to lead and embed a service excellence culture in their organisation

  • CEO’s, Directors, VP’s, Managers
  • Customer Service Professionals
  • Quality Management Personnel
  • Voice of the Customer Analysts
  • Operation Managers
  • Brand Managers
  • All specialists responsible for building and sustaining their company’s reputation for customer service excellence
  • Marketing Professionals looking to gain and maintain a compelling strategic edge

Also, organizations wishing to move away from firefighting management to improvement and organizations looking to comply with the requirements of and/or standards; or simply, improving asset life cycle at lower operational cost.

Trainer's Background

This course is accredited by the CPD Standards Office. Earn CPD points by attending this online course.

Event Details

23rd – 26th November 2020
8 AM – 11 AM UTC
Online Workshop