Learnuva catalogue program
Soft SkillsService DNA
Serve with Heart. Deliver with Excellence.
LearnuvaLearning designed for application
Soft SkillsCustomer & Service Excellence2 Levels (Essential – Service Leadership)
Program overview
Serve with Heart. Deliver with Excellence.
Service DNA is an applied soft skills program designed for professionals at any career stage who need stronger workplace effectiveness who need to strengthen customer & service excellence. It converts the P.E.A.R.L. portfolio architecture into observable workplace practice through realistic decisions, tools, feedback and application. Its promise - Serve with Heart. Deliver with Excellence - is delivered through evidence of performance rather than attendance alone.
Competency mapping
What will look different in performance?
Each outcome connects to behavior, practice and evidence so progress remains visible and reviewable.
Primary competency domain: Customer & Service Excellence
Portfolio framework: P.E.A.R.L. - Presence, Empathy, Adaptability, Resilience, Listening
Target proficiency: 2 Levels (Essential – Service Leadership)
Observable performance emphasis: Empathy and service communication
Future-focused enabler: ethical judgment, digital fluency and evidence-based application appropriate to the role
Detailed learning objectives
From understanding to an applicable decision or tool
Specific objectives guide the curriculum, practice and assessment design.
- 01
Apply redefine customer experience through empathy, innovation, and cultural authenticity in a role-relevant workplace context.
- 02
Explain the concepts, standards and decision criteria underpinning customer expectations and moments of truth.
- 03
Diagnose a realistic challenge related to empathy and service communication using relevant evidence and stakeholder context.
- 04
Apply practical tools for journey and service standards in a realistic workplace scenario.
- 05
Demonstrate effective judgment and behavior when handling complaint handling and recovery.
- 06
Evaluate options, risks and trade-offs connected with ownership and cross-functional service.
- 07
Design an applied output for service improvement challenge and define how success will be reviewed.
Learning architecture
A connected journey—not a list of topics
Every module adds knowledge, practice and an output that builds on what came before.
Module 1 - Customer expectations and moments of truth
Learners explore customer expectations and moments of truth within Service DNA through self-diagnosis, paired practice, role-play and reflection. The module ends with a usable artifact or documented behavior to carry into the capstone.
Module 2 - Empathy and service communication
Learners explore empathy and service communication within Service DNA through self-diagnosis, paired practice, role-play and reflection. The module ends with a usable artifact or documented behavior to carry into the capstone.
Module 3 - Journey and service standards
Learners explore journey and service standards within Service DNA through self-diagnosis, paired practice, role-play and reflection. The module ends with a usable artifact or documented behavior to carry into the capstone.
Module 4 - Complaint handling and recovery
Learners explore complaint handling and recovery within Service DNA through self-diagnosis, paired practice, role-play and reflection. The module ends with a usable artifact or documented behavior to carry into the capstone.
Module 5 - Ownership and cross-functional service
Learners explore ownership and cross-functional service within Service DNA through self-diagnosis, paired practice, role-play and reflection. The module ends with a usable artifact or documented behavior to carry into the capstone.
Module 6 - Service improvement challenge
Learners explore service improvement challenge within Service DNA through self-diagnosis, paired practice, role-play and reflection. The module ends with a usable artifact or documented behavior to carry into the capstone.
Learning methodology
Practice designed for transfer
Experiential practice, reflection, realistic workplace scenarios, peer feedback and personal application experiments. Each learning objective is mapped to an observable behavior, a practice activity and a defined evidence source. Facilitators use structured feedback and learners leave with tools that can be applied immediately.
Who should attend
Target audience
- Professionals at any career stage who need stronger workplace effectiveness
- Employees and teams developing capability in customer & service excellence
- Managers commissioning targeted behavioral development for their teams
Evidence of capability
What is assessed—and what participants leave with
The experience combines performance evidence with practical outputs that remain useful after the program.
- Short pre-learning diagnostic to establish baseline confidence and knowledge
- Scenario-based knowledge checks with feedback
- A observed behavioral practice assessed against observable criteria
- Applied output or capstone reviewed with a competency-based rubric
- Post-learning reflection and workplace application commitment
- Personal capability diagnostic
- Role-specific conversation or behavior toolkit
- Observed-practice feedback record
- 30-day application plan
- Capstone focused on service improvement challenge
Program FAQs
What to know before you ask
Can this program be delivered for our organization?+
Yes. Learnuva can configure cases, assignments, role context and delivery pattern around your organization while protecting the core competency outcomes.
Is the program available in Arabic and English?+
Programs can be offered in English, Arabic or bilingually. The confirmed language appears on each approved offering.
How will learning be assessed?+
Assessment may include knowledge checks, observed practice, case decisions, work products, applied assignments and a capstone.
Will I receive a certificate?+
Participants who meet the approved attendance and assessment requirements receive the certificate stated on the program offering. Professional credits appear only when verified.
Your next step
Ask about the program and the right delivery format
Share the audience, context and desired outcome. The Learnuva team will follow up with the right next step.