Service Intelligence 101
Service Intelligence 101 teaches customer service excellence and professional etiquette—practical skills in first impressions, communication, digital etiquette, social intelligence, dining protocol, and handling difficult customers for early-career professionals and adults.
See what you will learn
About this course
Course overview
This concise, practical program is organised into eight focused modules that move from foundational concepts of service intelligence to applied professional behaviours. Each module contains four targeted lessons with clear, observable objectives and practical exercises. Total estimated duration: 4 to 6 hours. Format: 8 modules, 30+ lessons including exercises and a final certification assessment.
Who this course is for
Adult learners and early-career professionals seeking to improve customer-facing skills, workplace professionalism, and personal brand to create consistent, trust-building customer experiences.
What you will learn
- Explain the principles of service excellence and identify moments that shape customer perception
- Demonstrate professional presence and first-impression techniques in face-to-face interactions
- Apply consistent grooming and dressing choices that align with organisational standards
- Use active listening, appropriate tone, and effective questioning to resolve customer needs
- Handle telephone, email, and social media interactions with professional etiquette
- Demonstrate respectful workplace behaviour and maintain appropriate professional boundaries
- Conduct business dining and networking situations with correct etiquette
- De-escalate difficult customer interactions and perform service recovery to rebuild trust
Prerequisites
- English literacy at workplace level
- Basic familiarity with common workplace communication tools (phone, email)
- Willingness to practice role plays and self-reflection
Level: All Levels