“Building a good customer experience doesn’t happen by accident. It happens by design.”

– CLARE MUSCUTT

Training: Team commitment to service excellence

Turn individual accountability into a shared standard of service excellence that clients and colleagues can count on.

Summary

This interactive workshop combines two of our most requested programs, effective feedback and team accountability, under a single lens: service excellence. Participants examine the gap between getting it done and taking care of it, learn a proven six step method for giving and receiving feedback, and apply the six pillars of service excellence to how they show up for clients, colleagues, and other departments.

Training plan

• Understand why accountability, not effort, is the foundation of a high performing team
• Distinguish between getting it done (transactional) and taking care of it (relational)
• Apply a four pillar model to build and protect trust across teams
• Use a six step method to give feedback that lands
• Use a six step method to receive feedback without getting defensive
• Learn the six pillars of service excellence and how each one shapes the client or colleague experience
• Co-create a team commitment that turns the pillars into daily reflexes

Benefits & measurable improvements

Participants will walk away with:

• A shared vocabulary for accountability that separates ownership from blame
• A repeatable six step method for giving and receiving feedback
• Practical language to flag risk early and stop last minute surprises
• A working grasp of the six pillars of service excellence and how to self-assess against them
• A team level commitment they helped build and can be held to
• Stronger trust and fewer misunderstandings across departments

Who it’s for

• Teams whose credibility depends on consistent follow through with clients or internal partners
• Cross functional or matrixed teams where ownership and RACI are unclear
• Leaders and teams who avoid difficult conversations about missed commitments
• Organizations that want service excellence to be a team habit, not a customer service checklist

Format

• Duration: 2.5 to 3 hours (can extend to a half day with the full practical workshop)
• Delivery: In-person or virtual
• Approach: Interactive training combining self-assessment, practical exercises, and a facilitated team commitment exercise
• Language: English or French

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