Service Excellence

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

OTEC’s most popular flagship program Service Excellence, has been newly revised as of January 2020. 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 new 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.

Click here to learn about OTEC's NEW Service Excellence workshop for high schools!

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To develop awareness about the importance of service and to create service skills for the delivery of consistent and excellent customer service.

Program at a Glance

  • Customer Experience - Explore service experiences from the perspective of the customer and delve into the many factors that affect your customer’s service needs and expectations.
  • Service Process - Practice the 5-step Service Process for providing consistent and exceptional customer service.
  • Communication - Review the importance of active listening and powerful questions as a key to better understanding your customers' needs and providing great customer service.
  • Emotional Intelligence - Explore how emotional intelligence (EQ) affects customer service interactions and how you can improve your personal EQ.
  • Service Recovery - Learn the 5-step service recovery process for dealing with emotional situations, including when to end a hostile interaction.
  • Service Behaviour Guidelines - Be empowered to go beyond the basics of service behaviour guidelines to deliver memorable and exceptional service experiences.
  • Own the Moment - Be empowered to create your own action plan for providing exceptional customer service.

Who Should Attend

  • Front-line employees
  • Supervisors
  • Managers

Session Details

  • One full day session
  • Between 10-25 participants
  • Interactive format
  • Adult learning principles
  • Take-away resource guide

Benefits to Business

  • Helps create a consistent service standard and culture within the company
  • Provides employees with behaviour guidelines, standards, and service processes to build customer loyalty