CX Foundations: Service Excellence 101™
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Upcoming Training Dates
Summer Session Dates: July 22 & July 29, 2025
Price: $3,497 USD per participant
Duration: 2 Full Training Days (Virtual or In-Person)
Course Description
CX Foundations™ is your launchpad for customer service excellence. Whether your team is brand-new, in a service slump, or growing fast, this workshop builds the skills, confidence, and shared CX language needed to win in today’s market.
Forget the outdated, robotic scripts. This is modern, inclusive, emotional-intelligence-powered customer service training—inspired by real-world lessons from brands like Disney, Ritz-Carlton, and The Four Seasons.
We use stories, roleplay, peer coaching, and instant feedback to turn “nice” service into unforgettable experiences.
Are you hiring friendly people—but still struggling to deliver 5-star service across the board?
96% of customers say customer service is key to their loyalty. (Source: Microsoft)
If your team isn’t delivering consistent, memorable, and human-first service—you’re losing more than smiles. You’re leaking trust, retention, and revenue.
What Makes It Different
- Built on CX, EX, and DEI best practices
- Designed by a woman of colour with deep insights into diverse customer needs
- Includes pre- and post-training engagement plans
- Rooted in emotional intelligence, inclusive communication, and service psychology
- Highly interactive—this isn’t a workshop, it’s a full-body experience
Key Outcomes:
A shared language for service excellence across your team
Increased frontline confidence in high-stress moments
Tangible tools to create consistent WOW moments
Awareness of today’s customer expectations + emotional needs
Improved loyalty, retention, and real-time feedback from customers
More smiles, less stress—your team will leave re-energized and ready to serve with purpose
CX Foundations
Service Excellence 101™
1. The Heart of Service
Why service matters more now than ever.
- Redefine “great” service in 2025
- Emotional vs transactional service
- CX vs customer service—know the difference
2. Understanding Today’s Customer
Your customer isn’t who they used to be.
- Post-pandemic service psychology
- Cultural + generational shifts
- How trust is earned (or lost) in milliseconds
3. The Power of First Impressions
You only get one shot. Make it magic.
- Mastering micro-moments
- Body language, tone, and energy
- Create emotional imprint in under 30 seconds
4. Handling Difficult Conversations
Turn complaints into loyalty moments.
- Tools for empathy and regulation
- Recovery scripts that don’t sound robotic
- Mindset shifts for conflict resolution
5. The Experience Economy
You’re not selling a product—you’re selling an experience.
- Compete on service, not price
- Ordinary moments → extraordinary impressions
- Lessons from world-class brands
6. Inclusive Service & Cultural Fluency
Serve every customer with care and comfort.
- Identity, assumptions, and unconscious bias
- Comfort with discomfort
- Making every customer feel seen
7. Service Rituals & Habits
Make excellence your default.
- Rituals that create consistency
- Team “service anchors”
- Checklists and micro-habits that work
8. Final Challenge & Certificate Testing
Put it into action.
- Roleplay and real-world simulations
- Final knowledge check
- Certificate awarded to successful participants
What’s Included
Digital Workbook + Culture Compass™ Toolkit + Team Coaching Templates
Value: $997
Customizable coaching and service design tools for instant implementation.
2 Full Training Days (Virtual or In-Person)
Value: $3,997
Live facilitation with dynamic coaching, live feedback, and peer learning.
12-Month Access to On-Demand Customer Service Videos + Tools
Value: $1,997
Reinforce learning with ongoing access to interactive modules and toolkits.
Pre-Training + Post-Training Engagement Plan
Value: $597
Ensure alignment before, during, and after training for true accountability.
Industry-Recognized Certificate of Completion
Value: PRICELESS
Show your team’s growth and development with a credential that matters.
FREE 12-Month Membership Access to Our Leadership Community
Value: $1,997
Monthly coaching, exclusive tools, and peer collaboration.
Total Value: $9,000+ USD
Your Investment: $3,497 USD
Save over $5,000—and gain a toolkit your team can use for life.
Payment plans and group rates available. Ontario-based organizations may qualify for grant funding. Contact us for details.
Shaping the Leadership Landscape
Award-winning executive and globally acclaimed speaker
Shaping the Leadership Landscape
Award-winning executive and globally acclaimed speaker
TESTIMONIALS
What People Are Saying
This was the most practical and inspiring customer service training I’ve ever attended. It changed the way our team shows up daily.
Karen James
Branch Manager
Crystal made our frontline staff feel empowered and valued—our NPS went up within weeks!
Tony Martinez
Dealer Principal
This isn’t a workshop, it’s an experience. Our team left ready to serve with purpose.
Samantha L.
Operations Lead
Interested in learning more?
Book a discovery call
Frequently Asked Questions
Who is this course for?
Frontline staff, new hires, and teams needing a refresh or realignment.
Can we take it virtually?
Yes! Our Summer School 2025 series is delivered live virtually.
Is there a certificate?
Yes—every participant who completes the program earns a professional certificate.
Can I sign up just one person or a full team?
Either! Solo participants are welcome, and group pricing is available.
Are payment plans or grants available?
Yes! Ask us about our flexible payment options and Ontario-based grant eligibility.
