S.M.I.L.E. – The Customer Service Culture™

When was the last time you smiled?

Who made you smile and why?

Based on our personal and professional experience, we’ve found that everything works better with a smile: customers are happier, service and sales become easier, and relationships last longer when a smile is shared.

As a global leader in service management and CEO of Servicexcellence – Training & Development, I strongly believe in the power of a smile and in speaking a “customer service language” across the entire organization, regardless of role or responsibility.

That’s why I developed S.M.I.L.E – The Customer Service Culture™, a program tailored to each organization and team we work with. Its goal is to help them strengthen both their internal service culture and external presence—recognizing that it takes a culturally embedded, organization-wide mindset to achieve outstanding results as ONE TEAM.

"A genuine smile changes everything!", Sofie J. Ziethen, MS.c

We also offer a three-day S.M.I.L.E. – Train the Trainer Certification Program™, designed to help you scale and sustain a strong service culture across all regions of your operation.

The larger and more complex your organization becomes, the more critical it is that every team member—regardless of role or location—speaks the same service language and delivers the same level of excellence to both internal and external customers.

“S.M.I.L.E – JOIN THE MOVEMENT, BECAUSE A SMILE IS THE KEY TO SUCCESS” is the guiding principle and core message of this culture. It is suitable for organizations of all sizes—from 5 to 5,000 people—and emphasizes personal accountability, a willingness to serve, and the practical application of real customer service concepts.

Our delivery approach for the S.M.I.L.E. – Train the Trainer Certification Program™ includes:

A complimentary consultation, working closely with your stakeholders to identify the right S.M.I.L.E. – Train the Trainer Certification Program™ ambassadors.
Three (3) full days of in-person certification training, delivered directly by me.
Marketing materials and internal communication support to help drive engagement and adoption.
Complete access to S.M.I.L.E. – The Customer Service Culture™ training materials, trainer guides, workbooks, and action plan templates for immediate implementation.
Full intellectual property rights to use S.M.I.L.E. – The Customer Service Culture™ within your organization.
Guaranteed, measurable success.

Our S.M.I.L.E.™ – THE CUSTOMER SERVICE CULTURE JOURNEY is a customized, long-term development program for individuals across your organization who aspire to grow, lead, and deliver service excellence in the future.

Why do all companies need this program?

Service excellence is no longer optional—it’s a strategic advantage. No matter the industry, customers expect more than just a product or solution. They expect a positive, seamless, and human experience.

Let me make you S.M.I.L.E. today!

S.M.I.L.E - The Customer Service Culture ™ steht für fünf einfache Prinzipien, durch die dieses in Ihrer Organisation implementierte Programm Sie zum Erfolg führen wird.

Success through service
Make their day
Identify to improve
Love and passion
Excellence

S.M.I.L.E – The Customer Service Culture™ has been successfully implemented worldwide and embraced by:

Multinational banks
Hospitals
Hotel groups
Government military units
Pharmaceutical companies
Independent businesses in logistics and aviation

S.M.I.L.E™ empowers organizations to:

Build a unified service mindset across all departments and levels
Create consistently happy, loyal customers who return and recommend
Strengthen internal collaboration and communication, breaking silos
Boost employee engagement through a culture of ownership and purpose
Drive measurable business outcomes—from increased customer satisfaction to higher sales

Whether you’re serving patients, clients, passengers, or internal stakeholders, S.M.I.L.E™ helps every team member speak the same service language—with empathy, clarity, and confidence.

A smile is simple—but powerful. It’s the first step to creating emotional connections, long-term loyalty, and sustainable success.

“Every positive action is followed by a positive reaction.
What action have you already managed today for your personal and professional environment? "

Founder & CEO, Action to Success Coach

Contact

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+ 43 676 570 0774
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