Delivering Customer Service Excellence

Overview – Excellence in customer service doesn’t come about easily. It needs to be carefully defined, planned, and managed. The focus should be on delivering great service every day, across every interaction you have both internally and externally.

The aim of this high impact programme for Managers and their employees is to firstly understand the standards and behaviours that define the business. Once these have been identified, time will be spent focussing on what is happening now in relation to service excellence and identifying any gaps and challenges that may need to be addressed. Participants will have a completed a customer service charter to be integrated into the business.

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Course Content

  • Define excellence in customer service standards
  • Identify the benefits of excellence in customer service
  • Find out what customers really want- implementing listening systems
  • Promote a customer first approach
  • Understand the importance of exceeding customer expectations
  • Recognise how your customers have evolved?
  • Benchmark current customer service against the RATER model
  • Understand internal and external customer needs
  • Understand the customer service mix and customer care map
  • Recognise the barriers to the delivery of outstanding customer service
  • Deal effectively with customer complaints
  • Understand the importance of internal customer care
  • Recognise the team approach to customer service

Frequently Asked Questions

Why should I choose Optimum Limited training?

Optimum Limited provides a wide range of business development, consultancy and training, accredited and non-accredited to companies across all industry sectors, whilst also offering client-specific and scheduled training programmes. 

Since its establishment in 1990, Optimum has demonstrated a clear correlation between people development and the bottom line. This ethos has helped Optimum in establishing a portfolio of highly reputable clients in the private sector, state and local agencies, universities and professional bodies,nationally and internationally. As a preferred choice provider and partner to many of Ireland’s leading businesses, we have learned that the key to our success is putting their success first. Our focus is on building lasting partnerships that offer positive outcomes and an engaging and rewarding learning experience. 

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Who should apply for this course?

Anyone who interacts with customers, whether in a front-line service role or behind-the-scenes, should apply for customer service training to enhance their ability to meet customer needs, resolve issues effectively, and contribute to overall customer satisfaction.

What study options are available for this course?

Many of our courses are now available in a variety of classroom formats. All formats cover the same course content.

Live Virtual Online Classroom

Live lectures are delivered using Zoom ( or MS Teams if requested. During these sessions, your tutors will use interactive learning elements to ensure an engaging learning experience. When appropriate, students will be encouraged to activate their video and microphones so that they can ask questions and enhance peer to peer learning

Online courses can be accessed from any computer or laptop with an internet connection.

In-Person and Onsite Classroom

Optimum Limited can provide in-company onsite training if requested. If there is not a classroom available, Optimum can provide a training room in the HQ Office in Dublin.

Optimum can also provide training in hotels conference rooms or room hires if requested.

On Demand

On Demand courses enable you to complete your course on your own time. Optimum have an e-learning platform called MyOptimum which includes a library of online on demand training programmes. This learning platform comprises of  pre-recorded videos and interactive powerpoints followed by activities designed to put the new information and concepts into practice through exercises, quizzes, forum participation and other activities.

How will this course benefit me?

Customer service training benefits participants by improving their communication and problem-solving skills, enhancing their ability to empathise with customers, and equipping them with the tools and techniques needed to provide exceptional service, resulting in increased customer satisfaction, loyalty, and personal and professional growth.

What are my payment and funding options?

Payment Options:

Payments can be made by EFT, PayPal or Stripe. If you need to pay by other forms of payment, please enquire with us and we can let you know if this is possible.

Funding Options:

Due to our experience and reputation, Optimum are part of many panels that provide funding opportunities to businesses in different sectors. Funding can range from 10% – 35% subsidy. Contact the Optimum Team for further information.

Enquire through our contact form here.

How do I apply?

If you have any queries and require further information, we would be happy to chat to you. Contact us directly at or talk to our team at (01) 672 8628

Enquire through our contact form here.

Check out our upcoming public training programmes here.

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