​DESCRIPTION

This Service Excellence Training Presentation (Service Excellence PPT) equips customer service professionals and trainers with practical techniques to deliver exceptional service. Built on proven frameworks, it emphasizes emotional intelligence, rapport building, and customer-centric strategies that drive satisfaction and loyalty.

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LEARNING OBJECTIVES

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1. Instill the importance of delivering service excellence across the organization

2. Equip professionals with effective techniques and skills to provide excellent service

3. Manage and handle customer interactions and relationships with confidence

4. Apply recovery processes in difficult situations and turn challenges into opportunities

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CONTENTS

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• Introduction to Service Excellence: Rising customer expectations, service as competitive advantage

• Customer Behavior & Conditions: Comfortable, indecisive, demanding, angry—how to respond effectively

• Customer Satisfaction Models: Zone of indifference, satisfaction/dissatisfaction scales

• Service Dimensions: Job knowledge, people skills, self-management, flexibility (Bicycle Model)

• Customer Service Attitude: Positive language, ownership, accountability, enthusiasm

• Core Skills: Listening, questioning, empathy, and recovery techniques

• Workshop Activities: Defining customer service, identifying customer conditions, empathy exercises, listening barriers, questioning practice

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USE CASES

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• Customer service training workshops

• Leadership development in service culture

• Employee onboarding for service roles

• Service recovery and complaint handling programs

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WHY CHOOSE THIS DECK

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• Facilitation-ready: Structured slides, clear objectives, and interactive exercises

• Practitioner-built: Reflects real-world customer service challenges and solutions

• Customizable: Adaptable to different industries and organizational contexts

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You may also be interested in the following presentations

(sold separately):

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1. Customer-Centricity

2. Delivering Service Excellence

3. Customer Service Essentials

4. Service Design

5. Design Thinking

6. Customer Journey Mapping

7. Value Proposition Canvas

8. Business Model Canvas

9. Change Management

10. Digital Transformation

11. Digital Customer Service

12. Training Needs Analysis

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