Service Excellence

Inspire your customers with your professional service style.

Excellent service frequently makes the decisive difference: with the sales success and the long-term customer relations especially dependent on it to a great extent. Learn how you score points when it comes to service and inspire your customers. In the Service Excellence Training, you train service-orientation tools, with which you secure long-term customer satisfaction and set yourself apart from your competitors.

Learning aims

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Service understanding

Develop your personal positive service mentality.

  • Analyse internal and external areas of tension and stress in your everyday professional life
  • Tasks involved in customer service
  • Your LIFO strengths profile in service – understanding customer wishes
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Service situations

Enhance your service competence by role-playing exemplary meeting and discussion situations.

  • Handle and manage meeting and discussion situations with confidence
  • Internal and external contact persons
  • Situational optimization of your service style
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Inspire customers

How to bring even difficult customers around to your side and strengthen customer loyalty.

  • Insert positive rhetorical aspects and ideas into customer discussions and meetings
  • Incorporate the customer into finding the solution
  • Enhance customer satisfaction in a targeted manner

Target group

The PROAKTIV Service Excellence Training is intended for all employees in the service area who have either telephone or personal contact with their customers. These include, for instance, in-house sales staff, service technicians and hotline staff, as well as employees working in customer services, at the help desk, in complaints management or in the receipt of services. During the course, you develop your conscious personal service style. You train situations that are of relevance to your everyday work and gain more security and confidence with the customers.



Tailored content and formats in blended and face-to-face training with individual coaching for your success


Verifiable and long-term behavioral changes through personal coaching and practice training on the job


Interactive and cutting-edge training and coaching – with differing formats depending on interests, learning profile and availability

More about our methods
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Service Excellence compared



per participant


all training content is trained in the group, additional information only as online modules
Individualised sector-specific training for in-house company groups, planned and conceived in accordance with the customer’s requirements
Full-day face-to-face
Interactive practice exercises, individual and group work, self and external assessments, presentations, exchanges of experience with best practice examples, concrete implementation tips. New ideas are tried out immediately.
2 days as requested
Training documentation
All worksheets and data sheets processed in the training sessions.
Note cards (print)
Concise summaries of the most important subjects in the face-to-face training in a handy A6 format, clearly arranged in the memoriser folder.
Note cards app
Concise summaries of the most important subjects in the face-to-face training, clearly arranged for smartphone use and on hand at all times.
Practice task
Training on the job: Practice tasks with concrete problems and issues are implemented during the training. Doing so, the trainer/coach provides active support.
LIFO strengths profile
Prepare your personal strengths profile, evaluate it together with the trainer/coach, utilise it in the training sessions, incl. learning recommendations.
Training certificate
Awarded following the successful completion of and participation in all of the full-day training sessions or online modules. When the attendance is incomplete, a confirmation of participation only is issued.
Languages available
Further languages on request for in-house training.
German German / English


per participant


Appointments & locations

Face-to-face Training

 1st Day
 2nd Day
HotelMercure Hotel Köln BelfortstrasseBelfortstrasse 950668 KölnWWW.MERCURE-HOTEL-KOELN-BELFORTSTRASSE.DE