The Information

Excellent Customer Service Skills

Strengthen the capability to manage customer experience, deliver consistent service, restore trust and improve service quality in complex situations.

Facilitator guiding communication skills for corporate management teams

Learners participating in training activities

Discussion in a corporate training program

Overview of an in-house corporate training class

Facilitator guiding learners through practice

Group photo of learners at the end of the course

Table of Contents

The Introduction
Training Objectives
Target Participants
The Content
Training Methodology
Class Information
Learning Materials & Certification
Faculty Team
Masterskills Profile
Representative Clients

1. The Introduction

Excellent service does not depend only on employee attitude; it also requires the ability to understand expectations, manage multiple touchpoints and respond effectively when commitments are not met. Difficult situations often require collaboration, empowerment and clear standards beyond basic communication skills.

The course focuses on personalizing interactions, managing customer emotions, handling service failures, recovering service and maintaining commitments in high-risk situations. Learners practice through complex cases with customers, teams and internal departments.

The “Excellent Customer Service Skills” program is suitable for teams with a service foundation that need to improve their ability to handle complex touchpoints or high-level requests.

2. Training Objectives

Analyze expectations and the factors that create excellent service experiences.
Adjust communication and service approaches for each customer and situation.
Maintain consistent service quality and deliver on commitments.
Handle service incidents, complex complaints and restore customer trust.
Use feedback, indicators and case lessons to improve service.

3. Target Participants

Experienced service and customer care staffNeed to strengthen their ability to handle complex situations.
Service supervisors and team leadersResponsible for supporting employees and controlling touchpoint quality.
Customer experience managersNeed to connect standards, feedback and service improvement activities.
Operations managers related to customersNeed to coordinate service recovery and maintain commitments across departments.

4. The Content

The content moves from excellent service mindset to understanding expectations, emotionally positive communication, commitment execution, trust recovery and continuous improvement.

PART 01 Excellent Customer Service Mindset

Concepts of excellent customer service.
Differences among good, professional and excellent service.
The role of service in competitive advantage.
Thinking beyond the expectations of target customers.
Customer experience as an enterprise asset.
Mistakes that reduce service quality.
Examples of excellent service in practice.
Discussion of desired service standards.

PART 02 Understanding Customers and Service Expectations

Identify explicit and implicit needs.
Analyze expectations by customer segment.
Identify important service touchpoints.
Map the actual customer journey.
Recognize moments that create strong impressions.
Apply the Customer Journey Map model.
Exercise analyzing customer experience.
Design service standards by touchpoint.

PART 03 Service Communication That Creates Positive Emotion

Create goodwill from the first contact.
Use positive and professional language.
Listen actively and respond with empathy.
Ask questions to clarify customer expectations.
Adjust tone according to customer emotions.
Control emotions in pressure situations.
Case of a demanding and less cooperative customer.
Practice excellent service conversations.

PART 04 Consistent Service Delivery and Commitment Fulfillment

Understand the organization’s service standards.
Follow processes and deadlines.
Coordinate departments to serve customers.
Track progress in handling customer requests.
Communicate proactively when changes occur.
Use checklists to control service quality.
Example of a delayed service commitment.
Exercise to build a standard service process.

PART 05 Handling Service Failures and Restoring Customer Trust

Recognize signs of customer dissatisfaction.
Receive complaints with a calm attitude.
Apologize appropriately and take the right level of responsibility.
Provide corrective solutions with clear deadlines.
Apply an effective Service Recovery model.
Follow up after resolution to restore trust.
Case of a seriously disappointed customer.
Practice handling difficult service failures.

PART 06 Measuring, Improving and Sustaining Service Excellence

Set key service quality indicators.
Measure CSAT, NPS and CES periodically.
Collect customer feedback from multiple channels.
Analyze causes of less-than-excellent experiences.
Propose improvements to service processes.
Spread service culture within the team.
Prepare a post-training action plan.
Commit to raising service standards in the department.

5. Training Methodology

The class is organized in small groups with a learner-centered approach. The facilitator delivers concise inputs, then leads discussion, scenario practice, feedback and debriefing so learners can convert knowledge into applicable workplace behaviors.

Group Discussion Individual Exercises Group Presentation Brainstorming Techniques Facilitator-Guided Practice Experiential Project In-Class Activities Role-Play Activities Classroom Presentation

6. Class Information

Expected Start Date	Schedule	Time	Location	Tuition Fee	Register
To be updated	Saturday – Sunday	08:30 – 16:30	Ho Chi Minh City	4,500,000 VND	Register
To be updated	Monday – Thursday	18:00 – 21:30	Hanoi	4,500,000 VND	Register

10% discount for registration at least 15 days in advance, groups of three or more learners, or loyal clients.Reserve a Seat

Note: The schedule above is tentative and may be adjusted depending on registration numbers, class organization conditions and the actual training plan. Masterskills will confirm the official schedule with learners before the start date.

Duration: 2 days / 4 sessions; maximum 35 learners per class.
Ho Chi Minh City: 224 Dien Bien Phu Street, Ban Co Ward, Ho Chi Minh City.
Hanoi: 51 Le Dai Hanh Street, Hai Ba Trung Ward, Hanoi.
In-house corporate training: Delivered at the client’s office or factory; quotation depends on design scope, location and class size.
Additional costs: Trainer travel and accommodation costs are determined according to the delivery location, if applicable.

7. Learning Materials & Certification

Learners receive copyrighted course materials developed by Masterskills, practice handouts, self-assessment forms and reference materials closely aligned with business situations.

Copyrighted The MaterialsStandardized content updated according to course objectives.

Practice ToolsChecklists, handouts, feedback templates and personal action plans.Explore Toolkits

Certificate of Completion

Learners who meet attendance and practice requirements receive a Masterskills certificate of completion.

8. Faculty Team

Masterskills faculty and experts have practical experience in management, consulting and training in fields aligned with the program content.

MBA. Vu Lai Doan Trang

Human resource development and leadership expert. Leadership development, learning & development, customer service and organizational operations.

Dr. Thai Tri Dung

Human resource management and behavioral psychology expert. Leadership, management psychology, negotiation, culture and organizational behavior.

View Faculty Profiles

9. Masterskills Profile

View Profile

Masterskills’ training capabilities, areas of expertise, delivery methodology and experience partnering with enterprises.

Client Testimonials

“The Excellent Customer Service Skills course provides practical content, workplace-relevant activities and clear facilitation. The facilitator helps learners use appropriate tools, analyze situations and develop concrete application plans after the course.”

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