Impressing your Customers by Going the Extra Mile


Course introduction

Average just won’t make it in the Millenia…
Customers today are more informed and more demanding and they know quality service when they get it. And they won’t think twice to take their business elsewhere when they don’t. Keep the customers coming back is what the Service Professional does…going beyond the everyday service that customers expect and anticipate. Let’s start making the customers feel special and create the connection between the quality and you!

Course Benefits

Upon completion of this workshop, participants will be able to;

  • Create memorable customer service
  • Traits and skills to become a top-notch Service Professional
  • Provide service excellence
  • Keep customers loyal

Target Audience

Frontline staff and Service staff

Course Outline

  1. Making the customers feel special
  2. Fostering a spirit of service
  3. Get hold of that ‘Crib Sheet’
  4. Critical moments to create a 100% positive experience
  5. Service is only one piece of the puzzle
  6. Know what they like
  7. Achieving Excellence
  8. Learn from the top achievers
  9. Road to Excellence:  Take the Anticipation Highway
  10. Check your credibility
  11. Follow the road signs to success
  12. You hold the key to excellence
  13. Show the human side
  14. Stand out in the crowd
  15. The 9Cs in service quality
  16. Winning back customers
  17. Creating legendary service
  18. Promote repeat business
  19. Right words will keep customers
  20. Repeat the formula for success
  21. Giving and receiving feedback
  22. Managing difficult conversations

Available Course Sessions

Please click here to stay updated on upcoming sessions.

Trainer Profile


All of our Associate Trainers offer our high level of service therefore are subject to regular peer assessments and interview prior to joining our Institute. They must all be qualified and have relevant experience to an agreed level and are subjected to continual audit and evaluation. Strict internal assessment is implemented as an integral part of our quality control mechanism.