Customer Service Excellence (ADMB7003 & ADMB7004)

Customer Service Excellence

Customer Service Excellence


Become "customer-driven" and learn how to take service to the top, inspiring others to provide quality service. Gain proficiency in identifying your internal and external customers. Discover the latest methods for enhancing customer service and handling problems, including anticipating and responding to customers' needs.

  • Instructor assistance and feedback on assignments
  • Facilitated blogging and discussions

Enroll anytime. All materials supplied. OnDemand; take up to six months to complete.

Who Should Attend?

Anyone who deals with internal or external customers.




1.2 CEU's

Class Type:

This course is currently being offered in the following training modalities:

Learning Outcomes:

  • Understand customer service and service excellence
  • Know the basics of service excellence
  • Explain why customer service is important to you, your organization and your customer

Register For Online Course


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Module 1 


Module 2 

Describing the Customer

Module 3 

Components of Customer Service

Module 4 

How I Can Make a Difference

Module 5 

Moving to Service Excellence

Module 6 

Summary: Personal Service Excellence

Day one

  • Introduction
    • Introductory remarks
    • Discussion of service excellence
    • The mission statement
    • Seven enemies of service
    • Why care about service excellence
  • Describing the Customer
    • External and internal customers
    • Dealing with customers
    • Obtaining customer feedback
    • Using customer feedback
  • Components of Customer Service
    • Customer service in the federal government
    • Service quality criteria
    • Effective communication and interpersonal skills
    • Moments of truth
    • Recovery
    • Customer service principles


Day two

  • Components of Customer Service (Continued)
  • How I Can Make a Difference
    • Supporting service excellence
    • Barriers to service excellence
    • Overcoming barriers to service excellence
    • Stress and the service provider
    • Tools and techniques for attaining service excellence


  • Summary - Personal Service Excellence
    • The service excellence mission statement
    • A customer service strategy
    • Personal customer service strategy

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