“Building a good customer experience doesn’t happen by accident. It happens by design.”
– CLARE MUSCUTT
25+
Years of experience in entrepreneurship, business management, sales and marketing
500+
Hours of professional training given since 2014
600+
People trained in collaboration and management skills
50+
Client organizations from publicly traded companies and government agencies to startups, and nonprofits
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
Discover our other training programs
Effective Communication & Expectations Management
Master communication, manage expectations to build trust, reduce misunderstandings, and improve collaboration in any work environment.
How to Give and Receive Feedback Effectively
Master the art of giving and receiving feedback. Build trust, foster growth, and create accountability with practical tools and proven conversation frameworks.
Maximize Productivity & Wellbeing at Work
Boost productivity and wellbeing with practical tools to manage workload, prioritize tasks, reduce stress, delegate effectively, and build sustainable habits.
How to Deal with Difficult Customers
Learn an established 8-step method to defuse tension, rebuild trust, and turn difficult client interactions into positive, solution-focused outcomes.
Give Effective Presentations to Create Impactful Outcomes
Deliver clear, confident, and engaging presentations. Master structure, credibility, and audience impact to be heard, and inspire action.
Effective Leadership & Management Performance
Develop the skills and mindset needed to lead effectively, build trust, and drive sustained, engaged performance.
AI Foundations: Build the Right Reflexes
Understand what generative AI actually is, build the habits that make it safe and useful, and walk away with concrete use cases for your team.
Team Commitment to Service Excellence
Turn individual accountability into a shared standard of service excellence that clients and colleagues can count on.
Navigating and Thriving Through Organizational Change
Navigate change with clarity and composure. Build resilience, sharpen adaptive leadership, and turn uncertainty into influence.
Generative AI in Your Tools: Get More From What You Already Have
Understand what your team is already paying for, close the gap with standalone tools, and stop leaving productivity on the table.
Demystifying AI Agents and First Steps Toward Automation
Tell prompting apart from automation, identify the two or three workflows worth automating first, and put the standards and oversight in place to do it safely.
Request a free discovery call to find out how I can support your growth.
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