Customer Service Excellence: Building Trust, Value, and Lasting Relationships

Course Objectives

By the end of this course, learners will be able to:

• Demonstrate effective communication in person, online, and on the phone

• Recognize and overcome unconscious bias in customer interactions

• Acquire, serve, and retain clients through relationship-building skills

• Deliver a consistent, positive client experience

• Handle objections and complaints professionally and empathetically

• Use client feedback to improve service and loyalty

Course Modules

Module 1: Introduction to Customer Service

• Why customer service matters

• The role of service in business success

• First impressions and professionalism

• Activity: Self-assessment of personal service strengths and weaknesses

Module 2: Effective Communication Skills

• Active listening vs. hearing

• Tone, body language, and word choice

• The power of empathy and emotional intelligence

• Practical exercise: Role-play conversations with positive and negative outcomes

Module 3: Phone Skills and Digital Etiquette

• Answering and transferring calls professionally

• Building rapport without face-to-face contact

• Managing voicemail and email etiquette

• Activity: Call simulation with feedback

Module 4: Understanding Unconscious Bias

• What unconscious bias is and how it shows up in service

• Common biases in customer service settings (age, race, gender, socio-economic)

• Strategies to mitigate bias and create inclusive experiences

• Reflection: Identify personal triggers and develop action steps

Module 5: Client Acquisition & Relationship Building

• Identifying potential clients and leads

• Building trust and credibility from first contact

• Networking and follow-up best practices

• Exercise: Draft a personalized outreach plan

Module 6: Delivering the Client Experience

• Mapping the customer journey

• Creating consistency across touchpoints

• Turning transactions into relationships

• Activity: Design a “Client Experience Map” for your business/industry

Module 7: Handling Objections and Complaints

• Why objections are opportunities, not threats

• The “Listen, Acknowledge, Solve” framework

• De-escalation strategies for angry clients

• Role-play: Handling difficult client scenarios

Module 8: Retention and Loyalty

• The value of repeat clients

• Using feedback to improve service

• Recognition and appreciation strategies

• Activity: Create a “Customer Care Plan”

Module 9: Personal and Professional Growth

• Stress management and self-care in service roles

• Building resilience and staying motivated

• Setting personal service goals

• Reflection: Write a service improvement plan