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Service Excellence Series

Excellent and consistent customer service is the foundation of any successful business.

The Service Excellence Series of full and half-day customer service workshops focus on the critical role individuals play in building customer loyalty and creating positive service experiences.

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Service Excellence 

Excellent and consistent customer service is the foundation of any successful business. Developed with the most up to date service theories, best practices and tools, this is a must attend program for those wishing to achieve excellence in the delivery of customer service.

OTEC’s dynamic, interactive and engaging Service Excellence workshop encourages participants to go beyond basic customer service and empowers them to create memorable service experiences for their customers.

This program is available in industry specific versions and can be customized for your own organization’s goals.

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Essentials of Service Excellence

This program provides tools to focus on the important role of the individual in building client loyalty, creating a positive impression, and contributing to a workplace service culture.

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Service Excellence for Healthcare

This full-day, instructor-led program for Healthcare and Long-Term Care organizations focuses entirely on delivering outstanding patient care, ensuring your team has the skills and knowledge to provide the best possible experiences for your patients.

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Inclusive Service Excellence

This program provides the concepts, model and tools to further enhance skill and confidence when providing service to persons with a disability or accessibility needs.

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Service Excellence eLearning

Creating memorable experiences for your customers requires you and your team to have the most up-to-date specialized skills and knowledge. OTEC’s Service Excellence is a dynamic, interactive workshop to help you create “WOW” service experiences.

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Service Excellence Workshop

By the end of this workshop, you will be able to:

  • Compare diverse views of exceptional customer service
  • Recognize moments of truth within your organization
  • Identify first impressions and describe the impact
  • Describe service excellence behaviour guidelines
  • Understand the communication process
  • Use active listening and powerful questions to provide exceptional service
  • Demonstrate the service process
  • Recognize the importance of emotional intelligence in customer service
  • Demonstrate the service recovery process
  • Set an action plan for providing exceptional customer service

Workshop Agenda

  • Customer Experience
  • Moments of Truth
  • Service Behaviour Guidelines
  • Communication
  • Service Process
  • Emotional Intelligence
  • Service Recovery

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