Customer Service Excellence Course Overview

Do you aspire to achieve customer service excellence? Learn how to understand, communicate with and service your customers to increase their levels of engagement and satisfaction and generate greater business opportunities for your organisation.

If you’re not serving the customer, you’d better be serving someone who is. Jan Carlzon


StressLess Learning works in partnership with clients to customise and refine all course content and duration to suit both organisational goals and individual learners requirements. All course outlines are therefore to be used as a guide only.

Target audience

Anyone wishing to develop their customer service skills in the workplace leading to more engaged and satisfied customers.

Download the PDF Course Outline.

Course duration


Course Objectives

At the end of the course participants will be able to:

  • Define effective communication
  • Identify the different components of communication
  • Become more assertive
  • Listen more effectively to customers
  • Manage unrealistic customer expectations
  • Identify the skills required for customer retention
  • Understand how to use empathy to develop rapport with customers
  • Manage difficult customer situations


  • Communication versus effective communication
  • The process of communication
  • Methods of communication

Components of interpersonal communication

  • Word choice
  • Words to be aware of
  • Voice
  • Body language and posture
  • Facial and eye expressions
  • Style of dress
  • Personal space

Assertive communication

  • What is assertiveness?
  • Becoming assertive
  • Benefits of being assertive
  • Communicating assertively
  • Fogging, Broken Record, Negative Inquiry & DESC scripting

Listening skills

  • Listening habits
  • How listening impacts others
  • Listen to understand
  • Demonstrate listening

Who are our Customers?

  • Internal versus external customers
  • Internal customer service and its benefits

The Power of Customer Service

  • Power Example

Customer expectations

  • 6 Factors customers expect
  • What customers want
  • Exploring organisational customer service
  • Managing customer expectations
  • Achieving customer expectations

Customer Retention

  • Build rapport and sustainable relationships
  • Demonstrate empathy
  • The Power of Influence and Persuasion
  • Positive social proof
  • Power of Reciprocity
  • Promote scarcity
  • Know your customer’s pain points
  • Personalise the experience

Handling difficult customers

  • Identify with the customer
  • Show empathy
  • Listen to understand and clarify
  • Demonstrate helpfulness
  • Align with their objectives
  • Ask questions
  • Exhibit professionalism

Other Communication Skills Training

Communication Skills
Influencing Skills
Negotiation Skills

StressLess Learning, Customer Service Training Experts