Service ExcellenceSE 101

Service Excellence for Frontline Teams

Frontline staff learn what good service looks and sounds like, and how to deliver it every shift.

A staff member serving a customer at a counter
Duration
1 Day, 8 hours
Level
Foundation
Mode
Classroom
Class size
Up to 20 learners
Certification
Certificate of Completion

Who Should Attend

Frontline and customer-facing staff, including new joiners in their first three months.

Entry Requirements

Minimum qualification
GCE 'N' Level, Nitec or equivalent
Language
Able to listen, speak, read and write in English

If you do not meet the minimum qualification, we may still accept you based on your working experience. Contact us before you register.

Learning Outcomes

By the end of the course, you will be able to:

  • Explain the service standards your workplace expects, in your own words
  • Greet, take orders and close a transaction using a consistent service sequence
  • Read customer cues and adjust your pace and tone during peak hours
  • Handle common requests such as order changes, wait-time questions and payment issues
  • Hand over between shifts without a drop in service

Course Outline

1 Day8 hours
01What customers notice1.5 hours

The moments in a visit that customers remember, using anonymised feedback from real businesses.

02The service sequence2 hours

Greeting, ordering, waiting and collection, practised as role-plays at a mock counter.

03Service at peak hour1.5 hours

Keeping tone and accuracy when the queue is long and the team is stretched.

04Small problems, handled early2 hours

Order changes, waiting times and payment issues, dealt with before they become complaints.

05AssessmentFinal session1 hour

See the assessment section below.

Assessment

Method

Role-play at a mock counter observed by the trainer, and a short written quiz.

When

Final session, 1 hour

Service Excellence

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In-House Training for Your Team

For your company only, with examples from your business.

Enquire about a company run