Epic Service Excellence, Level 2 - Elevating Impact

About the training 

The Epic Service Excellence, Level 2 training focuses on handling complex, emotionally charged interactions and building resilience in service culture. It's designed to elevate client service by anticipating needs, exceeding expectations, and creating memorable experiences.  

Training objectives 

The training will equip you with principles, tools, and strategies to: 

• Apply the EPIC mindset (Exceed Expectations, Personalization, In the Know, Connection). 
• Manage and de-escalate angry or irate clients. 
• Use emotional intelligence and empathy. 
• Apply service recovery strategies. 
• Reflect on personal service style. 

Brief outline 

This training is divided in two parts: 

Part 1: Delivering service excellence through the EPIC framework 

Service excellence means going beyond the basics. It’s about building trust, honesty, respect, integrity, and commitment as foundations; deliver service through a warm greeting, anticipating needs, and a fond farewell; and strengthen success with transparency, empowerment, and continuous improvement. 

Part 2: Strategies for service excellence  

The second part of the training presents strategies for offering personalized service, anticipating customer needs, empowering staff, ensuring transparent communication, and consistently exceeding expectations in order to strengthen customer relationships.  

At the end of the training, you will have acquired the skills necessary to foster a truly customer-focused culture. 

Preparatory material will be sent to you in advance. 

To cancel your participation in a training session, please send an email to polaris@uOttawa.ca.