• 3-DAY LIVE PROGRAMME

Excellence in Customer Service

Build the skills, confidence and service mindset needed to create memorable customer experiences, resolve complaints and drive loyalty.

Create service experiences
customers remember

  • Service excellence foundations and business
    impact
  • Understanding customer needs and
    expectations
  • Communication skills across every service touchpoint
  • Complaint handling and conflict resolution
  • Experience design and continuous service improvement

3 Days

Instructor-led live programme

3 Routes

E-Learner, In-person or online live 

US$700

Online E-Learner, excluding VAT

US$1,995

Online live, excluding VAT


US$2,295

In-person, excluding VAT

WHY THIS COURSE?

Turn everyday service interactions into loyalty-building experiences

This practical programme covers the full customer service journey—from first impression and communication through to complaint recovery, service design and continuous improvement.
  • Covers the complete customer service journey, from first impression to loyalty.
  • Provides practical complaint-handling frameworks for real and difficult situations.
  • Uses service design principles that support measurable business results.
  • Delivered through interactive scenarios and hands-on activities across 3 days.
PROGRAMME OBJECTIVES

What participants will be able to do

  • Understand the fundamentals of excellent customer service.
  • Identify customer needs and tailor service accordingly.
  • Master communication techniques across all customer touchpoints.
  • Handle complaints and difficult interactions with confidence.
  • Create memorable experiences that drive loyalty and repeat business.
Flexible learning pathways

Choose the delivery format that fits your schedule

1

E-Learner Delivery

Live online learning combined with a focused discussion and assessment session delivered either in person or online.
US$700 excl. VAT
2

Online Live

A 3-day instructor-led virtual programme with real-time interaction, service scenarios, group discussion, Q&A and facilitator feedback.
US$1,995 excl. VAT
3

In-Person Live Programme

Face-to-face delivery ideal for service scenarios, complaint-handling practice, group activities and immediate facilitator feedback.
US$2,295 excl. VAT

E-LEARNER COURSES
Prefer to learn at your own pace?

Explore the self-paced eLearner version of this course and study when it suits you.
Course structure

Your 3-day customer service programme

Each day develops a different part of the service journey, progressing from customer understanding to complaint recovery and continuous service improvement.
Day 1
Service Foundations & Customer
Understanding
Core principles of customer service, business impact, and identifying and tailoring service to different customer types.
Day 2
Communication & Complaint Handling
Verbal, non-verbal and written communication skills, plus structured techniques for turning complaints into opportunities.
Day 3
Memorable Experiences & Continuous Improvement
Service design principles that build loyalty, plus measurement tools and feedback systems to embed lasting service standards.
Flexible live delivery

Practical learning for busy customer-facing professionals

Online Live Option
Length: 3 days, instructor-led live
US$1,995 excl. VAT
Attend a 3-day interactive live virtual programme from anywhere.
  • Live instruction and real-time interaction
  • Service scenarios and practical exercises
  • Group discussions and collaborative activities
  • Q&A sessions and facilitator feedback
  • Digital course materials, templates and job aids
In-Person Live Programme
Length: 3 days, instructor-led live
US$2,295 excl. VAT
In-person programme 
  • Live instruction and real-time interaction
  • Service scenarios and practical exercises
  • Group discussions and collaborative activities
  • Q&A sessions and facilitator feedback
  • Course materials, templates and job aids
Early bird and corporate group pricing is available on request.
Included resources

Practical resources for continued workplace application

Participants receive a complete suite of course materials to reinforce service excellence and support continued improvement after the programme.
01 Interactive course content
02 Detailed course outline
03 Comprehensive learning outcomes
04 Insightful quizzes or assessments
05 Case Studies
Who should attend?

Designed for professionals responsible for customer experience

Customer service representatives and frontline staff
For employees who interact directly with customers and need practical techniques for consistent service excellence.
Team leaders and supervisors
For leaders managing service teams and responsible for coaching, standards and customer outcomes.
Sales and support professionals
For client-facing professionals who manage enquiries, expectations and service issues every day.
Customer experience stakeholders
For anyone responsible for improving service journeys, loyalty and customer experience within their organisation.

Frequently asked questions

Everything you need to know before booking

How long is the programme?
The programme runs over 3 days. The online live option is delivered as a 3-day instructor-led virtual programme. The hybrid route includes live training plus a 1-hour discussion and assessment.
What are the delivery options?
You can choose an in-person live programme, a fully online live programme or a hybrid pathway with online learning and an in-person or online discussion and assessment session.
How much does the programme cost?
Online Live is US$1,995 excluding VAT. In-Person is US$2,295 excluding VAT. Early bird and corporate group pricing is available on request.
Will participants receive a certificate?
Participants completing the hybrid requirements receive a Certificate of Completion when all programme requirements are met.
Can NKO Training deliver this programme for a corporate service team?
Yes. Team bookings and tailored corporate arrangements can be discussed directly with NKO Training.
Ready to strengthen customer service performance?

Register your interest or discuss a team booking.

Speak with NKO Training about programme dates, delivery pathways and corporate pricing.