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CUSTOMER SERVICE EXCELLENCE

Seeking to enhance your business’s customer service experience and inspire rave reviews for your brand? Frustrated with the level of service currently offered by your team? This course will show you how to map out and design a consistently excellent customer experience. This is your opportunity to take customer service to the next level.

COURSE DESCRIPTION

Is the service provided by your team falling short of your expectations? Do you want to improve the customer experience but don't know how? A customer-centric mindset, training and development opportunities, and gathering feedback are all key to improving service quality. By implementing these strategies, you can empower your team to strive for – and achieve – excellence.

In today's experience economy, it’s more important than ever to deliver a customer-focused experience that is not only memorable but also exceeds the expectations of those we serve. In this course, we’ll delve into the customer journey and explore the various touch points, from pre- to post-purchase, that impact the overall experience.

Through this course, you will learn how to create a training programme that will help you establish a service culture that consistently sets you apart. We’ll cover vital topics such as effective internal communication, customer journeys and touchpoints, problem-solving, and going above and beyond to meet the needs of our customers.

At the end of this course, you’ll have the tools and knowledge to deliver a customer experience that is truly innovative. Join us and let's push the limits of what's possible in the world of customer service.

WHO IS THIS

COURSE FOR?

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Business Leaders/Managers

who seek to improve the quality and the consistency of the service they offer in their business. 

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Entrepreneurs

who plan to offer exceptional service but are not sure how to define the standards of service and create a culture of service. 

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WHAT YOU'LL LEARN

  • Analyse the customer’s experience to identify gaps in service
  • Create a memorable customer experience that covers all touchpoints of the customer’s journey including pre- and post-purchase
  • Custom-design a customer experience that is advantageous for all parties involved
  • Define service standards that create service consistency while also empowering team members
  • Inspire your team members with a training process that creates a feedback loop for constant improvement
  • Create a culture of ongoing learning and development

COURSE OUTLINE

This course consists of 
0
Learning hours
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Modules
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Module 1: THE EXPERIENCE ECONOMY, DIGITAL TRANSFORMATION AND ITS IMPACTS ON CUSTOMER SERVICE

  • Explain the impact of experiences on today’s economy.
  • Evaluate all the key aspects that make a great service and create memorable experiences.

Module 2: MAPPING THE TOUCH-POINTS OF THE CUSTOMER JOURNEY

  • Recognise the importance of defining a buyer persona for any customer service programme.
  • Explain the concept of the customer's journey.
  • Recognise the importance of experience mapping.
  • Create a customer experience map based on a customer's journey.
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Module 3: CREATE AND DELIVER A GREAT VALUE PROPOSITION

  • Understand the importance of a unique value proposition in differentiating your service and resonating with your customers.
  • Differentiate between features and benefits and understand why benefits are more important to customers.
  • Create a value proposition using the Value Proposition Canvas and design a product or service that meets those needs.

Module 4: CREATE A SERVICE CULTURE WITH STANDARDS

  • Justify the importance of creating standards of service not only for operational quality but also for guest-employee interaction.
  • Explain how a CRM system well used can help a company to personalised their customer’s experience. 
  • Create a Service Blueprint to break down and optimise your customer’s buying journey.
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Hospitality Finance & Performance Management (2)

Module 5: DEVELOP YOUR CULTURE AND TEAM TO ENGINEER EXCEPTIONAL EXPERIENCES

  • Identify the importance of employee engagement in creating a culture of exceeding customer experiences. 
  • Discuss five tactics to drive employee engagement. 
  • Benchmark the Ritz-Carlton culture in understanding how they drive employee engagement. 
  • Design a strong service culture using the Culture Design Canvas.
CUSTOMER-SERVICE-downloadable-worksheet

Download Customer Service Excellence Worksheet
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Trainer

Chris Meylan is the COO of AIHM and a graduate of EHL with extensive international experience in the hospitality industry.
He has worked in five-star resorts and hotels in Switzerland, Thailand and Singapore and has spent the past 15 years in education as a hospitality educator, teaching undergraduate and postgraduate students and coaching faculty. He holds Master’s degrees in both International Hospitality Management and Education. An expert in digital marketing, inbound marketing, social media management, innovation management and strategic thinking, Chris has been recognized as an Apple Distinguished Educator and Apple Professional Learning Specialist. He is passionate about using technology to transform education and make learning more engaging.
AIHM-testimonial
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"spectacular course!!"

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"It is a good course that help me to understand and how we should plan for our customer, product, process and culture."
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"we learn a lot of principles of customer service excellence and more best practice from others I think gook of all."
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"It’s a good course to learn and understand the customers’ journey. The facilitator helps to shape and develop our mindset."
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"Love the class and the creativity workshops that get people to brainstorm together. Roles and business differentiation can be shared and beneficial at work. Thank you for sharing this knowledge and letting me be a part of it."

AIHM_CustomerServiceExcellence3-2
"I am honored to join this course and learn much new knowledge that I could share with my team, and it would help the better operations. K. Chris is excellent. He made the course so enjoyable. We had chances to work on assignments and share opinions."

ADMISSION CRITERIA

Our course is designed for ambitious professionals. There are no admission requirements to enroll in this course. You can come from any sector and bring a host of background experiences.

ADMISSION PROCESS

To enroll, choose the desired intake and fill in your personal details. You will receive an email with the payment link. You are accepted in the course only upon receipt of payment.

DEADLINE

We must receive payment at least five days before the start of the course. Late enrollments can be accepted on a case-by-case basis.

COURSE DATE:

19-20 July 2025 (9.00-16.00)

0
per course

Taught in English

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BANGKOK CAMPUS

Avani+ Riverside Bangkok Hotel
9th Floor, 257 Charoennakorn Road, Samrae, Thonburi
Bangkok 10600, Thailand

Tel: +66 2 365 6355

PATTAYA CAMPUS

Avani Pattaya Resort
218/2-4, Moo 10, Muang Pattaya, Bang Lamung,
Chon Buri 20260, Thailand

CONTACT US:

contactus@aihm.education

© 2025 Asian Institute of Hospitality and Management (AIHM)