🧭 COURSE MODULES & OUTLINE

DAY 1: THE FOUNDATION OF WORLD-CLASS SERVICE

Theme: “Creating Legendary First Impressions”

✅ What is Customer Service Excellence?
✅ The Guest Journey: Understanding Service Touch points
✅ Customer Expectations vs. Service Reality
✅ Personal Grooming, Professionalism & Brand Representation
✅ Making the First Contact Count (Phone, Email, Physical)

📝 Daily 1 Task:
Self-reflection: “Rate Your Customer Service Habits”
Post in group: 3 things you’ll change starting today

DAY 2: COMMUNICATION & EMOTIONAL INTELLIGENCE IN SERVICE

Theme: “Speak Like a Pro, Listen Like a Leader”

✅ Mastering Verbal & Non-verbal Communication
✅ Global Etiquette: Phone, Email & In-person
✅ Empathy & Active Listening Techniques
✅ Emotional Intelligence (EQ) in Customer Interactions
✅ Using Positive Language to De-escalate Tension

📝 Daily 2 Task:
Respond to a mock complaint using best practices.
Drop your reply in the group for review.

DAY 3: COMPLAINT HANDLING, RECOVERY & CUSTOMER LOYALTY

Theme: “Turning Problems into Opportunities”

✅ Common Types of Customer Complaints
✅ The LEARN & HEART Models for Service Recovery (used by Ritz-Carlton & Hilton)
✅ Handling Angry or Difficult Customers Professionally
✅ Creating “WOW” Moments to Build Loyalty
✅ Introduction to the RATER Model for Service Quality

📝 Day 3 Task:
Share a real or imagined situation where a complaint was resolved successfully.

DAY 4: LIVE SESSION – MASTERCLASS & CERTIFICATION BRIEFING

Theme: “Becoming a Service Star”

✅ Live Scenario Role-Plays (Call Handling, Front Desk, Inquiries)
✅ Q&A and Feedback Session
✅ Quiz & Evaluation
✅ Final Certificate and Transcript Briefing
✅ Closing Remark: “You are the Experience!”