Service Coach Development Programme 1.0

The “Lighthouse” for service quality

Our open Service Coach development programme turns your employees into internal ambassadors for service quality. Throughout the programme, we deepen the core principles of excellent service and provide relevant service tools – from activities that strengthen service spirit to effective techniques for handling feedback.

Participants support teams in their day-to-day work, coach colleagues and provide guidance in challenging situations. With hands-on methods and targeted reflection exercises, they strengthen mindset, team spirit and implementation capability – from within the organisation. We show your employees how to create real impact in their role.

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Your employees

become the face of service and customer focus within the organisation.
reflect on and strengthen the service mindset within their teams.
ensure the sustainable implementation of service strategies.
bring fresh impulses for continuous improvement into the team.
experience what excellent service feels like – and pass it on.
receive a recognised certificate that matters and makes them proud.

The format

Part A: 2 digital workshops, 3.5 hours each – interactive and hands-on
Part B: 3-month practical phase with blended learning elements
Part C: 2 on-site days – practical reflection, training, review and a method toolkit for implementation

forwardservice

sharpens the focus on the customer perspective.
provides tools for peer coaching and service quality.
teaches methods for reflection and team development.
combines online impulses with in-person training for maximum practical transfer.
turns Service Coaches into true multipliers within the organisation.

Dates

Spring 2026:

Part A: 10 / 11 March 2026
Part C: 09 / 10 June 2026

Autumn 2026:

Part A: 08 / 09 September 2026
Part C: 12 / 13 January 2027
Part A: 15 / 16 September 2026
Part C: 19 / 20 January 2027

Part A always takes place from 9:00 to 12:30.
Part C runs from 10:00 to 17:00 on the first day and 9:00 to 16:00 on the second day.

What our customers say

“The Service Coach development programme focuses entirely on customer interactions – in a way I had never experienced in any training before. Service is all about mindset, and this way of thinking is drawn out of every individual in a charming and engaging way throughout the programme. Real service examples are used where I could almost feel the service mindset. It’s great fun to exchange ideas with people from other companies and industries and to rethink many customer interaction processes from a completely new perspective. I’ve developed a whole new level of confidence in conflict situations with customers and was able to take many valuable impulses back to my own team. We’ve truly caught the service bug! I’m more than grateful for these motivational boosts and important food for thought. My team and I say: training with or by forwardservice? Anytime again!”

“Many thanks for the outstanding Service Coach development programme, the interesting and highly practical content, and the refreshing and inspiring approach of the training team. Not to mention the excellent organisation! Happy to join again anytime.”

“The Service Coach development programme has not only helped me grow personally, but will also enable me to support my employees through the right coaching. Especially in customer service roles with direct customer contact, it is crucial to turn interactions into experiences through excellent service – because the highest level of customer satisfaction brings customers back with genuine enthusiasm.”