Table of Contents

Service Excellence International Certification Course

Master customer service excellence with our International Certification Course.
With this course, you will develop a strong foundation in customer service skills,
from basic concepts to advanced strategies. This course will help you build soft
skills, which are essential for achieving service excellence in any business. Learn
to understand human behaviour drivers, communicate effectively, build strong
teams, coach operations, solve problems, and satisfy customers.
Our course provides you with the unique opportunity to acquire an international
certification in service excellence.

What you'll Learn

How to Take this Course

Our course is designed to fit into your busy schedule, with 4 weeks of hands-on
training that you can complete at your own pace.
The course is flexible, with no set hours, allowing you to learn at your own pace
and around your own schedule

Course Features

Task Sheet

Every lesson ends with a task sheet that guides you and tests your knowledge throughout the training.


Our course is in alliance with the National Customer Service Association (NCSA) in the US, and we award certificates endorsed by the NCSA upon completion of the course. This certificate will demonstrate your mastery of service excellence and your commitment to providing exceptional customer service.

Course Content

Module 1

The Foundation of Customer Service

Get started on service excellence by exploring the fundamental principles of customer service, the importance of customer insights, and the drivers of customer dissatisfaction. You will also learn how to cultivate a service culture that sets you apart and creates a customer-centric mindset.

Module 2

Drivers of Human Behaviour

This module will introduce you to human behaviour drivers, including needs, values, and personality traits. You will explore the differences between generational cohorts and learn how to leverage this knowledge to tailor your service to your customers' specific needs.

Module 3

Planning Education

In this module, you will learn about strategic and operational planning. You will develop the skills you need to create and implement effective plans that will help you achieve your goals.

Module 4

Mastering Communication

Effective communication is the cornerstone of excellent customer service. In this module, you will learn the fundamentals of communication and explore the communication process. You will discover strategies to improve your communication effectiveness, including nonverbal communication and active listening.

Module 5

Successful Training

Learn about effective team building, why we join groups and teams and learn the difference between the two. You will gain a deeper understanding of the essentials of effective teaming, the stages of group development, and how to be an effective team member.

Module 6

Coaching For Success

This module will equip you with the skills and knowledge you need to become an effective coach. You will learn the qualities of successful coaches, the benefits of coaching, and the steps involved in coaching employees to achieve their full potential.

Module 7

Managing Change

Gain an understanding of the change process, and how to manage it during different stages of rejection, reconciliation, and acceptance. You'll also learn about change considerations to keep in mind.

Module 8

Critical Thinking & Problem SOlving

This module will provide insights into the characteristics of critical thinkers and barriers that impede critical thinking. You'll learn problem-solving insights and steps to solve problems more effectively.

Module 9

Measuring Customer Satisfactions

Learn about the importance of customer satisfaction and how to learn what customers think about your service. Additionally, you'll gain insights into some service metrics to measure customer satisfaction.

Module 10

Sexual Harrasment Prevention

Sexual harassment is a crucial issue in workplaces. This module will provide insights into sexually harassing conduct, prevention training, sexual harassment categories, topics and words to avoid, and how to report sexual harassment.

Module 8

Business Ethics

Practicing ethical behaviour in business is essential to success. This module focuses on ethics training, how to practice ethical behaviour, and how to report unethical behaviours.

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