Customer service mastery
Mastering Service Excellence: A Holistic Journey from Insight to Impact
Transform your customer experience with our Customer Service Mastery Suite—featuring diagnostics, consulting, coaching, and playshops tailored for strategic, operational, leadership, and mindset development.
Diagnostics, Consulting, Coaching, Workshops
Customer Service Suite of resources
Customer Service Diagnostics – Equip your team to elevate every customer interaction. We train your staff to assess service quality through Customer Experience Reviews, Service Touchpoint Audits, Complaint Resolution Reviews, and Service Culture Assessments. They’ll learn how to gather insights, interpret feedback, uncover service gaps, and drive targeted improvements that delight customers. Try a few of our complimentary diagnostic tools to begin your journey
Customer Service Consulting – We help leaders build a culture of service excellence across their organisations. Our consulting approach includes designing customer-centric service frameworks, appointing service champions and role models, and guiding the full service transformation cycle: from capability building and diagnostics to strategy development, implementation, evaluation, and celebration. Discover how our consulting can elevate your customer experience and drive lasting impact. Learn more about our consulting approach.
Customer Service Coaching – We offer personalised coaching for service leaders and group coaching for frontline teams, empowering them to deliver exceptional customer experiences. Our coaching helps teams apply service principles with confidence, strengthen emotional intelligence, and build lasting customer relationships. The result? Increased customer loyalty, improved service consistency, and a more trusted brand image. Learn more about our coaching philosophy .
Customer Service Playhops – Our workshops prepare teams at every level to champion service excellence. Senior leaders shape the strategic service vision, service managers inspire and guide their teams, and frontline staff build the mindset and skills to deliver outstanding customer experiences. Through focused sessions on Customer Service Mindset, Customer Service Leadership, Operational Service Excellence, and Strategic Service Excellence, we foster a shared commitment to service transformation across your organisation. Discover how our playhops energise teams and elevate service standards.
customer service Playshops
Our Customer Service Excellence Playshop Series offers a transformative journey designed to build service capability across all levels of your organisation: from strategic direction to individual mindset. The series includes four dynamic playshops: Strategic Service Excellence, Operational Service Excellence, Customer Service Leadership, and Customer Service Mindset. Each playshop can be experienced as a stand-alone module tailored to specific organisational needs, or as part of a comprehensive programme that integrates diagnostics, consulting, and coaching for a holistic transformation. Participants will also undergo relevant personality, leadership, and organisational assessments prior to the playshop, ensuring a personalised and impactful learning experience that drives meaningful change and elevates customer experience.
How Can We
Help You?
Strategic Service Excellence
By attending the Strategic Service Excellence workshop and practically applying the learnings, you will become equipped to shape and lead your organisation’s long-term service strategy. You’ll learn how to align service initiatives with business goals, leverage customer insights for strategic planning, design service frameworks that drive competitive advantage, and foster a culture of continuous service innovation: ultimately positioning your organisation as a leader in customer experience.
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Aligning Service Strategy with Organisational Purpose
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Leveraging Customer Insights for Strategic Planning
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Designing Service Frameworks for Long-Term Impact
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Fostering a Culture of Strategic Service Innovation
Operational Service Excellence
By attending the Operational Service Excellence workshop and practically applying the learnings, you will become equipped to align day-to-day service improvements with your organisation’s strategic service direction. You’ll learn how to conduct meaningful customer reviews, identify service gaps, analyse service processes, and implement targeted improvements that enhance consistency, efficiency, and customer satisfaction, ultimately driving operational excellence with strategic impact.
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Conducting Customer Reviews for Insightful Feedback
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Identifying and Prioritising Service Gaps
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Analysing Service Processes for Efficiency and Impact
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Improving Service Workflows to Align with Strategic Goals
Customer Service Leadership
By attending the Customer Service Leadership workshop and practically applying the learnings, you will become equipped to recruit, develop, motivate, and inspire your team to deliver exceptional customer experiences. You’ll learn how to lead with empathy, harness customer insights, foster a service-driven culture, and empower your team to build lasting customer relationships, ultimately enhancing organisational reputation and performance.
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Understanding Service Leadership and Your Leadership Style
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Energising Service Teams
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Situational Service Leadership
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Creating a Culture of Service Excellence
Customer Service Excellence
By attending the Customer Service Excellence workshop and practically applying the learnings, you will become equipped to understand the service mindset of yourself, your team, and your customers. This will enable you to build authentic connections, anticipate and meet customer needs, communicate with empathy and clarity, and create memorable service experiences that foster loyalty and trust; ultimately strengthening your organisation’s reputation and performance.
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Customer Service Mindset & Emotional Intelligence
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Understanding Customer Expectations & Journeys
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Communication Tools for Service Excellence (NLP & TA)
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Overcoming Service Barriers & Creating Delight
About the facilitator Ranjan De Silva
Dr RANJAN L G De SILVA
Managing Director / Chief Catalyst - Purposeful Leadership (Pvt) Ltd.
The Customer Service Mastery Suite of resources are curated and delivered by Dr Ranjan De Silva, a world–class Organisational and Leadership development catalyst, motivator and speaker. He is the author of two Sales books which contains the importance of Customer Service for Sales Success. The books are Mind Programming for Sales Success and the new, further enriched edition of the book, A Better Way to Sell – Sales Mastery through Self Mastery published by Pearson Education.
Ranjan has been acclaimed as one of the best in the world in this field by many management gurus, and some such testimonial regarding him and his books are given below.
By Ron Kaufman
"To master yourself you must serve yourself well. To master sales, you must serve others well. Ranjan De Silva shows you how to do both! Every gem of wisdom in this book is precious for all the aspects of your life: personal, professional, family, work, health, hobbies and career. As you dive into this text, you will discover the tools, tips and terrific techniques to get what you want by helping others achieve what they want. Enjoy the adventure ahead!"
Ron Kaufman is an internationally acclaimed innovator and motivator for partnerships and quality service. He is the author of the popular 'UP Your Service!’ series of books, articles and training programmes. [www.UpYourService.com]
By Bob Urichuck
"Interesting to Read! Surprisingly Simple! Amazingly Powerful! Simply Inspirational!'
Before you can master anything, you must first master yourself. Ranjan De Silva’s book “Mastery of Sales through Mastery of Self’ is designed to help everyone [not just salespeople] master their own lives so that they can help others to make the right decisions. It has the depth sought by the intellectual, the simplicity sought by the beginner, the rigour desired by the experienced salesman and the enjoyability sought by everyone else.
Those who love stories, anecdotes and fables will find at least one in each chapter. They are highly relevant and illuminate the concepts so powerfully. Those who need practical applications will find the answers nicely packaged in a logical sequence. For those who need prescriptions on how to get on with it, the simple, step-by-step mind programming exercises are a wonderful companion."
Bob Urichuck, Author of ‘Online for Life: The 12 Disciplines for Living Your Dreams’ and ‘Up Your bottom Line; Featuring the ABC, 123 Sales Results System’.
TESTIMONIALS
"Please accept our appreciation for your invaluable contribution at the Sales Excellence workshop. It was an extraordinary experience for all of us and the theories, concepts and practical application have helped our team immensely in performing at our highest potential. The post-event feedback has been overwhelmingly positive and most participants have commented that it has helped them to 'stretch' and realize hidden potential. Congratulations to you and your team for conducting a successful workshop and we look forward to working with you in organizing the follow-up sessions."
Sanjika Perera
Head of Sales - HSBC Sri Lanka
"This morning's talk by you to our sales force, as they launch in to a new half year of achievement, was simply excellent. The team went away highly motivated and with renewed energy. I hear a positive buzz in the team and I am confident the team will reach greater heights he coming year. Thank you for making such a big impact on our team."
Jeff Boomer
- Sales Manager - Lexus Toyota - Scarborough, Toronto, Canada
"I am writing this mail to express my gratitude to you for conducting such wonderful learning session. I believe this session will help us a lot to our professional life."
Md. Tanvir Hassan Chowdhury
Participant of "Boost up your Sales through Professionalism and Relationship" - Bangladesh
"I’d like to personally thank you for a truly professional session at our annual Marketing Forum. I’m sure it gave a lift to the attendees."
Asif Osman
- Head of Commercial and Rewards - Air Miles Rewards Management Middle East
Dr Ranjan De Silva applies the science of Neuro Linguistic programming [NLP] as the base in the design and execution of this programmes to create this unbelievable, result oriented and sustainable change in participants. NLP helps to liberate the individual’s potential and helps focus energy to channel their life in exactly the direction in which they want to go. The programme draws on proven techniques developed by some of the world’s foremost peak performance experts. The Science Digest states that NLP is the most promising development in the field of human advancement. It is ‘software’ for the hardware of the human neck-top super computer - a user’s manual to achieve one's goals.