This one-day programme builds practical capability in customer communication, service mindset, complaint handling, emotional intelligence and service recovery. Participants learn to manage difficult interactions confidently and contribute to a stronger service culture.
Learning objectives
- Understand customer experience, expectations and service standards
- Communicate with empathy, active listening and emotional control
- Handle complaints and difficult customers professionally
- Apply service recovery techniques
- Take ownership of customer issues
- Contribute to a responsive customer-focused culture
Modules and highlights
- Understanding Customer Experience and Service Excellence
- Professional Communication and Customer Engagement
- Emotional Intelligence, Complaint Handling and Difficult Customers
- Service Recovery, Ownership and a Customer-Focused Culture