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Wow! – Delivering Outstanding Customer Service
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Wow! – Delivering Outstanding Customer Service

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A critical element of business success is not only meeting client expectations but exceeding them. Delivering the service promise to customers, both internal and external, is a must if an organisation aims to outrun the competition in being the provider and the employer of choice. 

This programme will provide participants with the opportunity to develop the skills required to enable them to offer outstanding customer service and build on customer loyalty and strong brand identity. 

 
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Venue: ThinkTalent Training Room, ThinkTalent Offices, Mriehel
Language: English
Duration: Full Day
Hours of Total Learning: 7
Entry Requirements: None
Mode of Attendance: Part-time
Mode of Delivery: Face-to-face
Grading System: Not Applicable
Pass Mark: Not Applicable
Funding Options: Get Qualified Scheme – Students can benefit from a tax credit of 70% of the cost incurred. Investing in Skills (IIS) – Employers can benefit from a refund of 70% of the costs incurred. Contact us for further guidance on how to apply for either funding option.
Course Details
Date/s of Next Intake February 2026 or ​
Venue ThinkTalent Training Room, ThinkTalent Offices, Mriehel
Language English
Duration Full Day
Hours of Total Learning 7
Entry Requirements None
Mode of Attendance Part-time
Mode of Delivery Face-to-face
Grading System Not Applicable
Pass Mark Not Applicable
Funding Options Get Qualified Scheme – Students can benefit from a tax credit of 70% of the cost incurred. Investing in Skills (IIS) – Employers can benefit from a refund of 70% of the costs incurred. Contact us for further guidance on how to apply for either funding option.
Structure of Programme:

The programme covers the following topics: 

Part 1: Why Outstanding Service Matters 

  • What is "outstanding" service? 
  • Exercise: “Customer Expectations Timeline” – How expectations have evolved 
  • Link to organisational mission, brand, and competitive advantage 

Part 2: Internal & External Customers 

  • Definition and distinction activity 
  • Group Mapping Activity: Our Internal/External Customer Web 
  • Discussion: How internal service excellence drives external service success 

Part 3: Understanding and Exceeding Expectations 

  • Role Play: Spot the Expectation Behind the Request 
  • Discussion: Why “just enough” is no longer enough 

Part 4:  Mastering the R.A.T.E.R. Model 

  • Deep Dive into R.A.T.E.R. (Reliability, Assurance, Tangibles, Empathy, Responsiveness) 
  • Breakout Stations: Each group explores and presents one R.A.T.E.R. dimension with real-life examples 
  • Self-Assessment Activity: “Rate Your Service” Checklist 
  • Paired Discussion: “What’s My Strength, What Can I Improve?” 

Part 5: Bringing WOW to Life: Practice & Application 

  • Group Challenge: “Design a WOW Moment” – Creative group presentations 
  • Role Plays: Handling different customer types using R.A.T.E.R. 

Part 6:  Building Loyalty & Emotional Connections 

  • The Psychology of Loyalty – Why emotions matter 
  • Quick Case Study: Brands that create loyal customers 

Part 7: Personal Commitment & Closing 

  • Reflection: What’s one thing you’ll start/stop/continue? 
  • Final Q&A and Wrap-up