Courses/Communication/Customer Service Excellence
Customer Service Excellence
A scenario-based e-learning course on service customers remember for the right reasons.
Overview
A scenario-based e-learning course on the moments where service is won or lost — the endings customers actually remember, the dimensions they judge you on, and the recovery arc that turns a complaint into a reason to come back. In production. It will ship as a scenario-based, self-paced e-learning course: a SCORM 1.2 package for your LMS, with completion tracking.
Format. Self-paced, scenario-based e-learning. SCORM 1.2 — upload it to your LMS and completion tracks automatically.
Who it is for. Any organisation that wants to run this as self-paced learning; suitable for employees at any level.
What learners take away
- Identify the moments of truth in their own role and design stronger endings.
- Prioritise what their customers judge using the five dimensions of service quality.
- Lead service conversations that summarise before solving and say what can be done.
- Adapt tone, structure and technique across face-to-face, telephone and written channels.
- Recover complaints using the Acknowledge-Act-Assure arc while holding their own composure.
- Commit to a personal service standard and a thirty-day behaviour plan.
Course outline
Establishes how customers actually judge service: moments of truth, the peak-end rule of memory, and the commercial case for excellence, anchored in participants' own best and worst service stories.
Expectations as the bar, the five dimensions of service quality, and the evidence that reliability and low customer effort matter more than delight — applied to participants' own customers, external and internal.
The trainable mechanics of every service conversation: summarising before solving, two-gear questioning, positive language that leads with the possible, and tone that carries the message.
One standard, different signals: what to compensate for on the telephone, face to face and in writing, with an exercise re-authoring the same response across channels.
Why complaints are valuable data, the three-step Recovery Arc — Acknowledge, Act, Assure — handling anger without absorbing it, and a rotating role play across six scenarios.
Emotional labour and the between-customers reset, a full case study diagnosis, and each participant's personal service standard with a thirty-day plan.
What you get
SCORM 1.2 package
A self-contained course you upload straight to your LMS — no installation, no dependencies.
Completion tracking
Reports status and completion back to your LMS like any SCORM course.
Scenario-based
Learners make real decisions inside a workplace story and see what each choice costs.
Per-organisation license
Host it for unlimited internal learners — one-time purchase, no per-seat or renewal fees.
The license in one sentence
Buy once and host the course on your own LMS for unlimited internal learners — no per-seat and no renewal fees. You may not resell or redistribute the SCORM package itself. Full license terms
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