Learnuva catalogue program
Sales & Customer ExcellenceService Excellence Mastery
Deliver Moments, Not Responses.
LearnuvaLearning designed for application
Sales & Customer ExcellenceSERVICE EXCELLENCEService Foundations
Program overview
Deliver Moments, Not Responses.
Service Excellence Mastery is an applied sales & customer excellence program designed for sales, service and customer-facing professionals who need to strengthen service excellence. It converts the S.T.A.R.S. portfolio architecture into observable workplace practice through realistic decisions, tools, feedback and application. Its promise - Deliver Moments, Not Responses - 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: SERVICE EXCELLENCE
Portfolio framework: S.T.A.R.S. - Service, Trust, Adaptability, Relationship, Solution
Target proficiency: Service Foundations
Observable performance emphasis: Moments of Truth & Service Blueprinting
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 higher customer satisfaction (CSAT) in a role-relevant workplace context.
- 02
Improved service consistency.
- 03
Reduced complaints by improving recovery processes.
- 04
Apply stronger customer engagement & loyalty in a role-relevant workplace context.
- 05
Explain the concepts, standards and decision criteria underpinning foundations of human-centered service.
- 06
Diagnose a realistic challenge related to moments of truth & service blueprinting using relevant evidence and stakeholder context.
- 07
Apply practical tools for emotional intelligence in service interactions in a realistic workplace scenario.
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 - Foundations of Human-Centered Service
Commercial teams practice foundations of human-centered service within Service Excellence Mastery through customer cases, conversation practice and field transfer. The module ends with a usable artifact or documented behavior to carry into the capstone.
Module 2 - Moments of Truth & Service Blueprinting
Commercial teams practice moments of truth & service blueprinting within Service Excellence Mastery through customer cases, conversation practice and field transfer. The module ends with a usable artifact or documented behavior to carry into the capstone.
Module 3 - Emotional Intelligence in Service Interactions
Commercial teams practice emotional intelligence in service interactions within Service Excellence Mastery through customer cases, conversation practice and field transfer. The module ends with a usable artifact or documented behavior to carry into the capstone.
Module 4 - Service Recovery & Handling Complaints
Commercial teams practice service recovery & handling complaints within Service Excellence Mastery through customer cases, conversation practice and field transfer. The module ends with a usable artifact or documented behavior to carry into the capstone.
Module 5 - Designing WOW Moments
Commercial teams practice designing wow moments within Service Excellence Mastery through customer cases, conversation practice and field transfer. The module ends with a usable artifact or documented behavior to carry into the capstone.
Module 6 - Culture of Service Ownership
Commercial teams practice culture of service ownership within Service Excellence Mastery through customer cases, conversation practice and field transfer. The module ends with a usable artifact or documented behavior to carry into the capstone.
Learning methodology
Practice designed for transfer
Customer scenarios, role-plays, call and meeting practice, account planning, feedback and field application. 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
- Sales, service and customer-facing professionals
- Account managers and team leaders
- Commercial enablement and customer-experience 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 customer or sales simulation assessed against observable criteria
- Applied output or capstone reviewed with a competency-based rubric
- Post-learning reflection and workplace application commitment
- Customer or account planning tool
- Observed commercial conversation
- Value, service or relationship action plan
- Field-transfer scorecard
- Capstone focused on culture of service ownership
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.