Customer service excellence

Raise service standards across channels, and build a culture where service is consistent.

Customers remember how they were treated more than the details of a transaction. This programme builds the skills frontline teams use every day: listening, clear explanations, handling complaints and keeping service consistent across phone, WhatsApp, email and face-to-face contact.

Who it is for: Frontline staff, customer service teams, receptionists and their supervisors.

Duration: 1–3 days. Group size: up to 25. Format: on-site, virtual or blended, and online.

What it covers

• Customer expectations and service standards
• Listening, empathy and problem ownership
• Complaint recovery and difficult customers
• Service across phone, chat, WhatsApp and email

Outcomes

• Frontline staff handle difficult customers calmly and confidently.
• Teams agree clear service standards for calls, chats, WhatsApp and email.
• Each team leaves with a shared service commitment they can put into practice.

Modules

• The customer view: What customers expect, First impressions, Service and loyalty
• Communication skills: Active listening, Empathy, Clear explanations
• Difficult situations: Complaint handling, Calming angry customers, Service recovery
• Consistent service: Phone and WhatsApp etiquette, Email replies, Team standards

Tools and takeaways

• Service standards card
• Complaint handling steps
• Call and chat checklist
• Recovery script guide
• Customer feedback log

Contact OPDEV · ask@opdev.org · London, England (WhatsApp +44 7440 585456) · Lahore, Pakistan (WhatsApp +92 328 2888978)