About this course
Customer Service Excellence gives delegates a structured, practical understanding of service excellence principles and understanding customer needs, then builds the skills to apply service communication, handling complaints and building a service culture in real work. Communication, customer service and personal effectiveness courses for every role, from writing and presenting to digital marketing. One of our most requested courses.
Sessions are led by practitioners with at least 15 years in the field, and mix short input with exercises, case studies and group work, so delegates return with methods they can use straight away.
Who should attend
Professionals in any role who want to communicate, serve customers and work more effectively. No specialist prerequisites are required for the Practitioner level; Foundation, Advanced and Executive versions are available on request.
What you will learn
- Service excellence principles
- Understanding customer needs
- Service communication
- Handling complaints
- Building a service culture
5-day course outline
- Day 1
Service excellence principles
Concepts, standards and terminology, with a diagnostic exercise to baseline the group.
- Day 2
Understanding customer needs
Methods and tools explained step by step, with worked examples from real operations.
- Day 3
Service communication
Hands-on practice in small groups using realistic data, cases and templates.
- Day 4
Handling complaints
Case studies of successes and failures, and how to apply the lessons in your organisation.
- Day 5
Building a service culture
Integration exercise, final knowledge check and a personal action plan.
10-day extended programme
The extended programme includes the full 5-day outline above, plus a second week of applied work.
- Day 6
Applied workshop: Service excellence principles
Deeper practice with your own data or site examples.
- Day 7
Applied workshop: Understanding customer needs and service communication
Group exercises that combine methods from week one.
- Day 8
Field case study: Handling complaints
A detailed industry case worked through from start to finish.
- Day 9
Advanced practice: Building a service culture
Tools, templates and checklists to take back to work.
- Day 10
Assessed project and presentation
Each delegate presents an improvement plan and completes the final assessment.
Upcoming classroom dates
| Dates | City | Length | Fee |
|---|---|---|---|
| 1 Nov 2026 to 12 Nov 2026 | Cairo | 10 days | $4,450 |
| 14 Dec 2026 to 18 Dec 2026 | Istanbul | 5 days | $2,450 |
| 3 Jan 2027 to 14 Jan 2027 | Riyadh | 10 days | $4,450 |
| 15 Feb 2027 to 26 Feb 2027 | Barcelona | 10 days | $6,250 |
| 15 Mar 2027 to 19 Mar 2027 | Kuala Lumpur | 5 days | $2,450 |
| 18 Apr 2027 to 29 Apr 2027 | Cairo | 10 days | $4,450 |
| 16 May 2027 to 27 May 2027 | Cairo | 10 days | $4,450 |
| 21 Jun 2027 to 25 Jun 2027 | London | 5 days | $3,450 |
| 19 Jul 2027 to 23 Jul 2027 | London | 5 days | $3,450 |
| 16 Aug 2027 to 20 Aug 2027 | Amsterdam | 5 days | $3,450 |
Live online sessions run every month in GCC, Europe and Asia time slots. Other dates and cities on request.
Customise this course
Change the level, language, length and format, combine it with topics from other courses or ask for topics that are not in our catalogue, and add your own case studies, site visits or exam preparation. Open this course in the customiser to see the day-by-day outline and an instant indicative fee.
Frequently asked questions
How long is the Customer Service Excellence course?
It runs as a 5-day core programme or a 10-day extended programme. The 10-day version adds a second week of workshops, case studies and an assessed project.
Where is the Customer Service Excellence course held?
Classroom sessions run in Dubai, Istanbul, London, Kuala Lumpur and Cairo, with more cities opening to 2030. It is also available live online and in-house at your site.
Can the Customer Service Excellence course be customised?
Yes. You can change the level, language, length from 1 to 20 days and format, add topics from other courses or new topics, and include your own case studies. Use the online customiser for an instant indicative fee.
How much does the Customer Service Excellence course cost?
From $2,450 for 5 days in Dubai, Istanbul, Cairo or Kuala Lumpur, $3,450 in London, and $1,450 live online. In-house delivery for up to 15 delegates starts at $12,900.