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Foundational Sales & Customer Skills

Customer Service Excellence

Build consistent, high-quality service capability across customer touch-points. Covers service mindset, issue resolution, and managing customer expectations.

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How this programme works

Participants learn to manage customer expectations, resolve issues effectively, and maintain service standards under pressure.

Expected outcomes

  • Stronger service mindset
  • Effective issue resolution skills
  • Improved customer experience consistency
  • Confidence in service recovery situations

What can be customised

  • Customer support and service teams

Part of Sales & Customer Skills. Common business problems, audience and customisation context for this capability area are covered on the category page.

In this capability area

Also in Sales & Customer Skills.

Other programmes in this capability area.

Foundational

Relationship Management Skills

Develop the ability to build trust, credibility, and long-term working relationships. Focuses on stakeholder awareness, communication, and sustained engagement.

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Foundational

Client Interfacing Skills

Strengthen day-to-day interactions with clients across meetings, calls, and reviews. Develop clarity, professionalism, and confidence in client-facing situations.

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Core

Consultative Selling Skills

Build the ability to diagnose customer needs, frame value, and guide buying decisions through structured conversations. Focuses on questioning, listening, and solution alignment rather than scripted selling.

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Core

Handling Objections & Difficult Conversations

This program builds the capability to respond constructively to objections, resistance, and difficult customer or client conversations.

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Ready to discuss this programme?

Let's shape it around your team.

Tell us about your context and we'll advise on scope, sequencing and delivery for Customer Service Excellence.

Discuss this programme
  • Delivered on-site, virtually or hybrid
  • Scope and duration adapted to your organisation
  • Can be combined with related programmes