Overview

The ELAvate Your Service Skills (ESS) is a comprehensive two-day program designed to transform your team’s approach to customer service and build lasting customer loyalty. In today’s competitive landscape, where exceptional service is a key differentiator, this workshop moves beyond basic protocols to address the core of every interaction. 

The program is built on the proprietary Three Dimensions Framework, which examines the task, the human, and the hidden elements of a service interaction. This holistic approach equips customer-facing professionals and their managers with the essential skills to understand customer needs, manage expectations, and resolve issues effectively. 

Participants will learn how to create positive, memorable “defining moments” in every interaction, handle difficult situations with confidence and empathy, and ultimately turn customer complaints into opportunities for strengthening relationships. The workshop is highly interactive, featuring customized scenarios and a hands-on simulation game to ensure skills are not just learned, but can be applied immediately back in the workplace. 

Skills Covered

Participants will develop and master competencies across the entire service interaction lifecycle:

  • Foundational Concepts
    • Mastering the Three Dimensions of Service.
    • Identifying ‘Defining Moments’ & STAR Qualities.
  • Beginning the Interaction & Communication
    • Starting Strong Customer Centered Attitude
    • Connecting with Empathy
    • Effective Information Gathering, using 6 specific types of probing questions
  • Handling Challenges & Problem-Solving
    • Defusing negative emotions and managing difficult situations
    • Resolving with Creativity
    • Apologizing Effectively
  • Concluding and Applying Skills
    • Ending on a High Note
    • Hands-on Application – Customer Complaint Simulation Game

Prerequisites

Participants take an ESS Mastery test, providing a clear benchmark for skill development

Target Audience

This workshop is essential for all customer-facing professionals and the service managers who lead them. 

Course Curriculum

Module 1: Keys to ELAvate Your Service Skills

  • Defining Moment 
  • The Customer Report Card 
  • The STAR Quali8es 
  • Three Dimensions of Customer Service 
  • Pair and Share – Application Sheet 

Module 2: Beginning the Service Interaction

  • Project Attitude of Customer Centered Service 
  • Consider the Customer and Your Perspective  
  • Pair and Share – Application Sheet 

Module 3: Task Skills

  • Seeking Information 
  • Supplying Information 
  • Extending Yourself 
  • Pair and Share –  Application Sheet 

Module 4: Human Skills

  • Demonstrating Empathy 
  • Explaining Service Steps 
  • Highlighting The Positive 
  • Pair and Share – Application Sheet

Module 5: Concluding the Service Interaction

  • Review Commitments for You and Customer 
  • Indicate Your Availability for Future Service 
  • Thank The Customer 
  • Pair and Share – Application Sheet 

Module 6: Understanding the Hidden Dimension

  • Being a Good Internal Customer 
  • Being a Good Internal Supplier 
  • Hidden Dimension Communication 
  • Pair and Share – Application Sheet 

Module 7: Presenting Unwelcome Information

  • Present the Reality 
  • Show You Value the Customer’s Feelings 
  • Refocus on What You Can Do 
  • Confirm the Customers Understanding 
  • Pair and Share – Application Sheet 

Module 8: Customer Complain Simulation Game

  • Team AGme

Day Two Workshop Wrap Up

  • Your Key Insight 
  • Most Improved Participant Award 
  • Feedback Questionnaire 
  • Certificates and Final Remarks 

Dates & Locations

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Exam & Certification

This course is not associated with any Certification.

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