In-house trainingCustomer Service Excellence

Customer Service Excellence: Make Every Interaction Count

Participants agree one service standard for greeting, listening, solving and following up. They leave with a service standard card and a self-check they can use after every interaction.

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Customer Service Excellence course cover
Key Outcomes
Greet and set the tone
e.g., use the customer's name and a clear opener such as "How can I help you today?"
Listen for the real need
e.g., repeat it back: "So you need the refund before Friday, is that right?"
Solve with the least effort for the customer
e.g., fix it in one contact, or hand over with full notes so the customer never repeats the story
Follow up and close
e.g., confirm the problem is solved and send a message such as "Your replacement ships tomorrow"

Why teams need this

Service quality depends on who picks up. One agent greets warmly and solves the problem, another is rushed, and the follow-up gets forgotten. Customers can't predict what they will get, and managers can't say what "good" looks like. An HBR study of more than 75,000 customers found that "customers are four times more likely to leave a service interaction disloyal than loyal".

Moments of truth
Jan Carlzon, CEO of SAS from 1981 to 1993, described how each of SAS's ten million customers met about five employees a year, for about 15 seconds each. That created "50 million moments of truth" a year. Participants map the moments of truth in their own customer journey.
SERVQUAL
Developed by Parasuraman, Zeithaml and Berry (published 1988), it rates service on reliability, assurance, tangibles, empathy and responsiveness, and its gap model compares expectation with perception. Participants score their team on all five and pick the biggest gap.
Effort over delight
The same HBR study found that exceeding expectations makes customers "only marginally more loyal than simply meeting their needs". Participants practise reducing effort and replacing "can't" with what they can do.
Group work and role-play
Teams map one real customer journey and write the standard for each moment. Then they role-play a customer who is passed between departments, practising a warm handover.

Exercises use your channels, systems and service promises.

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