Exceptional Customer Service

Organizations have a compelling need to develop excellent customer service that will differentiate one organization from another. Your ability to develop superior customer service skills and excellent relationships is an important element in ensuring success in the workplace.

This workshop will provide you with the essential skills for building collaborative internal and external client relationships. You will learn to use a client care model that will serve as a guide for those necessary and crucial conversations with your clients. Skills rehearsals will build your confidence and enhance your ability to handle all types of customers appropriately, including challenging customers.

Results You Can Expect

  • Develop collaborative internal relationships.
  • Hold more effective customer conversations.
  • Respond effectively to customer problems.
  • Build confidence to hold tough conversations.

Key Focus Areas

  • Universal customer expectations
  • Gaining insight into how well you meet your client’s expectations
  • Using a client care model to hold crucial conversations
  • Using moments of truth
  • Using a collaborative tool to resolve challenging customer complaints
  • Recognizing your own & your client’s communication & conflict style

Target Audience

Anyone who works with external or internal customers.

Formats – more

In-house (on-site or virtual)
  • ½-day workshop
  • 1-day workshop
  • Blended learning


Kwela worked with us to customize their Customer Relations course content for a team-building session for our group, who are based throughout BC.  The material was delivered well, with examples and stories, and the approach was well-received. Our team would like to engage Kwela again for our next event.

Barbara Bolenback
Manager, Fleet Services Operations Support Centre
BC Hydro