What you will develop
- Apply the core principles of customer experience & service etiquette in professional and client-facing environments
- Recognise expectations, risks and ambiguities in formal, sensitive and high-visibility situations
- Use service recovery appropriately rather than relying on rigid rules
- Communicate with clarity, consideration and context-aware judgement
- Recover professionally when social expectations are unclear or mistakes occur
Programme structure
Principles of Customer Experience & Service Etiquette
Guided instruction, contextual examples, scenario work and practical reflection appropriate to the programme audience and level.
Understanding High-Stakes Situations
Guided instruction, contextual examples, scenario work and practical reflection appropriate to the programme audience and level.
Professionals: expectations and situations
Guided instruction, contextual examples, scenario work and practical reflection appropriate to the programme audience and level.
Applied focus: Service Recovery
Guided instruction, contextual examples, scenario work and practical reflection appropriate to the programme audience and level.
Communication, presence and judgement
Guided instruction, contextual examples, scenario work and practical reflection appropriate to the programme audience and level.
Common mistakes, recovery and difficult situations
Guided instruction, contextual examples, scenario work and practical reflection appropriate to the programme audience and level.
Scenario practice and personal action plan
Guided instruction, contextual examples, scenario work and practical reflection appropriate to the programme audience and level.
Context before convention.
Etiquette Domain programmes focus on practical judgement. Learners examine principles, communication, cultural considerations and the effect of different choices rather than memorising rules without context.