• E-LEARNING + LIVE ASSESSMENT

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

4–5 Hours

Online E-Learner

30 Minutes

Live scenario & assessment

6 Modules

LMS course access

US$700

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.

Practical learning for busy customer-facing professionals

E-Learner Delivery Option
4–5 hour online E-Learner + 30-minute live scenario and assessment
US$700 excl. VAT
Step 1
Access the E-Learner 6 module course on our LMS platform at your own pace.
Step 2
Apply learning through innovative and interactive practice, service scenarios, and modern learning mechanisms.
Step 3
Complete the E-Learner and join a 30 minute live scenario and assessment session with a course coordinator online.
Step 4
Demonstrate understanding of the course objectives by way of a discussion with the course coordinator.
Step 5
Receive a Certificate of Completion when all requirements are met.
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 eLearning programme includes a 4–5 hour online E-Learner course, followed by a 30-minute live scenario and assessment session with a course coordinator online.
How does the eLearning programme work?
Complete the 4–5 hour E-Learner course at your own pace through our LMS, then join a 30-minute live scenario and assessment session with a course coordinator online
How much does the programme cost?
The eLearning programme is US$700 excluding VAT
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 group?
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.