Customer Service Excellence: Becoming A Service Champion
This program is designed to equip professionals with the mindset, communication skills, and service strategies needed to deliver exceptional customer experiences, build lasting rapport, and confidently handle service challenges as opportunities to strengthen brand loyalty.
Class types
Training Delivery Format
Face to Face / Virtual
HRD Corp Claimable Course
Class types
About this course
In today’s competitive business environment, exceptional customer service is no longer an option it is a necessity for survival and growth. Customers expect not just to have their needs met, but to feel valued, understood, and respected at every touchpoint. Every interaction a customer has with your organisation shapes their perception of your brand, influencing their likelihood to return, recommend, and remain loyal.
This training program is designed to empower participants with the mindset, skills, and strategies of a true service professional. Through engaging discussions, real-world case studies, and interactive role-play scenarios, participants will learn how to communicate effectively, build instant rapport, handle challenging customers with confidence, and create memorable service experiences. They will develop the ability to demonstrate empathy, adapt to diverse customer personalities, and approach service challenges as opportunities for relationship building.
This course is HRD Corp (HRDC / HRDF) claimable.
Training date
- 1 & 2 October 2025
- 5 & 6 November 2025
- 3 & 4 December 2025
Who should attend?
This course is ideal for:
- Frontline staff, receptionists, and customer service representatives.
- Sales and retail associates.
- Call centre and support teams.
Learning outcomes
By the end of the workshop, participants will be able to:
- Understand the mindset and behaviours of a true Customer Service Champion.
- Demonstrate empathy, active listening, and problem-solving skills in service delivery.
- Apply effective communication techniques to build rapport and trust.
- Create memorable customer experiences that lead to loyalty and advocacy.
- Handle customer complaints and difficult situations with professionalism.
Program duration
- 2 Days (14 Hours Total)
- Day 1 – Building the Foundation of Service Excellence
- Day 2 – Applying Service Excellence in Real-World Scenarios
Course content
Day 1: Building the Foundation of Service Excellence
- Module 1: Introduction to Customer Service
- Module 2: Customer Service Principles / Customer Engagement
- Module 3: Growth Mindset Strategies in Promoting Excellent Customer Service
- Module 4: Emotional Intelligence & Customer Experience / Summary
Day 2: Applying Service Excellence in Real-World Scenarios
- Module 5: Introduction to Effective Communication Skills
- Module 6: Understanding Customer Needs and Handling Enquiries and Requests
- Module 7: Dealing with Complaints and Handling Challenging Customers
- Module 8: Time Management, Stress Reduction, and Continuous Improvement