Course overview
Customer experience is shaped by ordinary interactions, clarity of communication and the organisation’s response when something goes wrong.
The course helps teams define service standards, manage expectations, resolve issues and turn service recovery into stronger relationship confidence.
Who this is for
Customer-facing teams, service managers, operations staff, relationship managers and institutional support teams.
Participants will be able to
- Define practical service standards
- Communicate clearly across the service journey
- Manage expectations and difficult conversations
- Diagnose and resolve service failures
- Use feedback to improve systems
- Rebuild trust after an error or delay
Principal course areas
- Service standards
- Client communication
- Expectation management
- Complaint handling
- Service recovery
- Feedback loops
- Relationship continuity