Service excellence refers to the ability of a company to consistently meet and even exceed customers' expectations. This includes the following :
Module 1 - The Foundation of Service Excellence including, Lesson 1 - What is Service & Lesson 2 - Key Elements of Service Excellence. Module 2 - Building a Culture of Service Excellence including including, Lesson 1 - Building a Customer Service Culture Part 1, Lesson 2 - Building a Culture of Service Excellence Part 2 & Lesson 3 - Building a Culture of Service Excellence Part 3. Module 3 - Knowledge required for Service Excellence including, Lesson 1 - Know Yourself, Lesson 2 - Know Your Organization, Lesson 3 - Know Your Products & Services & Lesson 4 - Know Your Customers. Module 4 - Effective Communications Skills for Service Excellence including, Lesson 1 - Verbal Skills, Lesson 2 - Non-Verbal Skills, &
Lesson 3 - Listening Skills. Module 5 - Addressing Customer Issues including,
Lesson 1 - Addressing Customer Needs, Lesson 2 - Service Recovery Strategy
& Lesson 3 - Roadblocks to Service Recovery.