5-Star Customer Service Excellence (2D)

5-Star Customer Service Excellence (2D)

Course Description



If Jackie Chan and Angelina Jolie walked into your workplace today, how would you behave? If you are like most people, you would drop whatever you were doing and approach them, smiling, ready and eager to serve them. If Maya Karin walked into your boutique, you would immediately show her the best and finest available in your shop. If Anuar Zain was on the phone asking questions, you would do whatever you could to get him his answers.

What about the rest of your customers? Perhaps you may treat them exactly the same way. Or perhaps, that would not happen. In general, customer service has become an over-used corporate jargon and rarely lived up to.

This intensive, hands-on, activity driven program teaches skills that focus on providing service excellence at all touch points with any customers. It helps sharpen the skills of even experienced customer service representatives, empowering you to take advantage of every service opportunity and aggressively expand your business professionally. By providing you with a rigorous training environment, your active participation in our program will enable you to apply and sustain your learning to a point of forming winning habits. You will have the ability to create the greatest positive impact at every given opportunity when facing your customers every time.

5-Star Customer Service Excellence focuses on the following areas:

Active listening and discovery questioning



Handling difficult conversations

Relationship building

Training Outcome
After completing the training, you should be able to:

  • Create a new relationship with time and results
  • Deliver a service experience that leaves a positive, lasting impression on the customer’s mind
  • Develop strategies for dealing with difficult customers
  • Have an in-depth understanding of your customers
  • Use various customer service strategies to develop winning solutions for your customers

Our Methodology

Think differently to alter direction.

The experience of learning to read and write for the first time is likely to remain vivid in your memory. The skill is ingrained and it stays. The primary objective of our training and workshop is to make your new knowledge and abilities as durable as the ones you’ve already accumulated.  They foster fresh ideas. They enable great feats. Individual behaviour and attitude contribute to your organization’s success is what we prioritise.

Combining experiential, instructional, and discovery learning with current coaching technology promotes profound transformations in attitudes and behaviour that enable sustainable change in your business. These adjustments improve results.

Our programmes involve with 12 unique learning methodology as below:

Framework and Implementation
Our unique experiential framework and implementation empowers you to:

  • Be resourceful at the workplace
  • Build and strengthen customers’ relationship with professionalism
  • Develop a resolute service excellence mindset and ethics in encouraging the development of a service excellence culture
  • Embrace the responsibility to consistently deliver service excellence
  • Gain the customer’s long-term commitment for the product or services
  • Handle situations with certainty
  • Identify origins of your personal behaviors and remove limiting beliefs about yourself and others
  • Implement beliefs that build confidence in communication
  • Manage the stress of handling difficult customers
  • Present solutions and options persuasively
  • Represent your organization better
  • Take effective steps to resolve service breakdowns


Our program outline encompasses the following modules:

Day 1:

Module 1: Overview
  • Context setting
  • The Customer Relationship Dial
  • What customers need
  • The value of customer retention
  • Relationship marketing basics

Module 2: Interpersonal Communication
  • Building credibility
  • The 4 Quadrants
  • Our communication style
  • Other styles
  • Shifting into positive action

Module 3: Being Effective In Communication
  • Applying learning in the workplace and relationships
  • What others say and do and what is important to them
  • What we do more of when serving others
  • What we avoid doing when serving others
  • Revealing our blind spots

Module 4: Key Pillars In Communication
  • Discovery questioning
  • 6 types of questioning
  • 3 techniques in discovery questioning
  • Active listening
  • 6 techniques in active listening

Day 2:

Module 5: The 5-Star Customer Service Cycle
  • The most beautiful word
  • The SMILES process
  • Getting things done the customer’s way
  • The elephant in you
  • Promising promises

Module 6: Dealing With Difficult Customers
  • Type of difficult customers
  • The LIAR Model
  • Saying the right things
  • Finding the best moment
  • Dealing with emotions

Module 7: Handling Customer Complaints
  • Types of complaints
  • The EASE Model
  • Complaint channels
  • Service level agreements
  • Complaints to advantages

Module 8: Relationship Management
  • Building meaningful relationships
  • 4 levels of relationship experience
  • The WOW Factor
  • Creating a relationship commitment contract
  • Coaching performance