+385 1 463 7437 info@anglo-adria.com

Service Excellence – Building the Desired Image in the Eyes of the Client

"The man's name is to him the most tender and most important sound in every language." (Dale Carnegie)


Who is the workshop intended for?

The training program “Service Excellence – Building the Desired Image in the Eyes of the Client” is intended for everyone who has an important communication role at work and provides service to others, either to colleagues within the company, external customers (buyers/clients), contact centre staff and receptionists and all employees in departments dealing with the customer experience and resolving challenging situations and objections.


Training objectives

The goal of the training is to increase the communication skills of the participants in every day and demanding situations. This will improve their flexibility in adapting and responding when in contact with different customers, which will ultimately lead to improved service delivery.

Workshop content

  • The role of employees – expectations, impact, importance – the foundation of the program – responsibility and proactivity of employees
  • “Moments of truth” and key aspects of service excellence – customer expectations
  • Be a “step ahead” – motivation of employees for excellence in service – ambassadors of departments /whole companies
  • Why can communication be ineffective? – traps that lead to problems
  • Essential components of effective communication with the user – awareness, attitude and flexibility – What messages do I actually send?
  • Verbal, non-verbal, and paraverbic communication – sending the desired messages
  • A model for excellence in proving services – 6 factors of success
  • Aligning with the user to open the way for a constructive solution to the problem
  • L-A-S-T – a model for addressing complaints and building relationships with the user
  • Communication techniques for successfully addressing complaints and building an excellent relationship with the user in general (with exercises, examples and discussions):
    • focus and attention, listening and testing needs, finding the cause of the problem and collecting relevant information
    • clearing your own message and adapting it to another
    • “Yes-Set” – an irreplaceable technique for work and direct communication
  • Setting individual goals of the participants to further develop in this area.


Business Communication

Service Excellence – Building the Desired Image in the Eyes of the Client