Management and Leadership

• Traditional Classroom: 1-day Duration
• Virtual Instructor-led: Two 3-3.5 hour sessions; Three 2-hour sessions

In today ’ s highly complex, customer-driven world, customer service excellence is no longer limited to front-line roles. It is a mindset that should be embedded across all levels and functions of an organization in order to compete effectively. This highly interactive course is designed specifically for HR professionals who play a critical role in enabling organizational success from behind the scenes.

In this course, HR professionals will explore what it means to deliver service excellence when the “customer” is not only an external candidate, but also an internal colleague, hiring manager, cross-functional partner, or downstream stakeholder. Through actionable tools and practical communication frameworks, participants will learn how to deliver value through the lens of the customer — adapting their approach to meet the needs of others while upholding HR integrity and compliance.

Whether supporting a leave request, clarifying a compensation decision, or troubleshooting a system access issue, HR team members will leave this session equipped to respond with clarity, empathy, and a service-first mindset that builds credibility and trust across the organization.

This course goes beyond theory to provide actionable techniques for improving collaboration, enhancing internal relationships, and ultimately strengthening the connection between internal actions and external customer satisfaction.

Target Audience

This course is specifically designed for HR professionals who want to strengthen their ability to deliver responsive, reliable, and service-oriented support. Participants will gain tools to navigate complex interactions, improve cross-functional collaboration, and represent HR as a trusted, service-minded partner.

Learning Objectives

• Describe the components of a customer service mindset.
• Identify how to create value from the customer’s point of view, even when the “customer” is internal.
• Learn tools and techniques to apply a service mindset and enhance collaboration and trust across internal and external stakeholders.
• Apply customer service excellence elements to HR specific day to day functions.
• Learn and apply customer service in action processes.
• Navigate complex HR situations with professionalism and empathy.

Course Outline

Session Overview and Objectives

Defining a Service Excellence Mindset

Defining Your “Customers”

Five Levels of Customer Service

How to Create Value for Customers/Colleagues

Elements of Service Excellence

• Responsiveness
• Reliability
• Empathy
• Assurance
• HR Case Study Exercises

Service in Action Process to Build Rapport and Trust

• Active Listening
• Appreciate the Impact and Move to Action
• Solution-Oriented Approach
• Follow up and Assurance
• HR Case Study Exercises

Communicating Under stress/High-Stakes situations Using the CARES framework

• Calm the Situation
• Acknowledge and Empathize
• Respond with Facts and Clarity
• Explore Solutions and Next Steps
• Summarize and Close Professionally
• HR Case Study Exercises

Wrap up and Knowledge Check

MDV180 Course Code