Service Excellence Programmes

The skillsets in our service excellence suite have enabled our employees to delight customers throughout their journeys, on the ground and in the air.

Now, you can discover how exceptional service can be consistently delivered – and how it’s achievable for your team, business, and organisation.

Here are some of the Service Excellence programmes that we offer:

Service Mindfulness & Awareness

Target Audience:

1. Client Service Professionals
2. Customer Service Representatives
3. Account Representatives / Managers
4. Retail Professionals
5. Service Consultants

Duration*: 1 day (8 hours)
*Duration may vary depending on scope

Learning Outcomes:

1. Appreciate the importance of providing service excellence

2. Align your service beliefs with organisational values

3. Adopt a customer-orientated mindset

4. Demonstrate attributes of a Service Professional

Professional Image

Target Audience

1. Client Service Professionals
2. Customer Service Representatives
3. Account Representatives / Managers
4. Retail Professionals
5. Service Consultants

Duration*: 1 day (8 hours)
* Duration may vary depending on scope

Learning Outcomes:

1. Appreciate the importance of a projecting a professional image

2. Align your professional image with organisational guidelines

3. Practice appropriate self-grooming techniques

4. Create a positive and lasting impression

Effective Communication

Target Audience

1. Client Service Professionals
2. Customer Service Representatives
3. Account Representatives / Managers
4. Retail Professionals
5. Service Consultants

Duration*: 2 days (16 hours)
* Duration may vary depending on scope

Learning Outcomes:

1. Appreciate the importance of the communication process

2. Use appropriate techniques to communicate effectively

3. Build connections through emotional intelligence and active listening skills

4. Communicate with sensitivity across cultures

Handling Challenging Customers

Target Audience

1. Client Service Professionals
2. Customer Service Representatives
3. Account Representatives / Managers
4. Retail Professionals
5. Service Consultants

Duration*: 2 days (16 hours)
*Duration may vary depending on scope

Learning Outcomes:

1. Display warmth and empathy in interactions

2. Respond tactfully and politely in difficult situations

3. Apply conflict de-escalation techniques

4. Build customer loyalty with effective service recovery actions

Customer Experience & Journey

Target Audience

1. Client Service Professionals
2. Customer Service Representatives
3. Account Representatives / Managers
4. Retail Professionals
5. Service Consultants

Duration*: 2 days (16 hours)
*Duration may vary depending on scope

Learning Outcomes:

1. Appreciate your role and contribution in the customer journey

2. Recognise the linkages between customer touchpoints

3. Develop actions to address unique needs in each customer persona

4. Think creatively about improving the customer experience at your touchpoint