The 4A’s Superheroes Customer Service Excellence Programme


Price is per online user of this course. UK buyers pay £118.80 including VAT

The 4 A’s Customer Service Superhero Programme makes learning the fundamentals of great Customer Service both simple and fun. It gets learners really thinking about what they do and how they do it, while challenging them to change their behaviours and adopt some Customer Service Super Powers of their own.

The Programme is online, interactive training that blends comprehensive and easy to understand Customer Service concepts with an integrated workbook. The two elements bring together theory and practice and help you become a Customer Service Superhero yourself.

See below for further information.

Sold By: New Chapter Learning


Developed by a team of training professionals with over 40 year’s experience in customer service, a track record of developing successful Customer Service teams and known for their regular contributions to Customer Experience Magazine, this eLearning looks at Customer Service skills from a new and innovative angle.

This Programme is cost effective and available as both an individual or group license that could include your entire organisation.  It is perfect as a stand-alone customer service training Module or can be used to reinforce and enhance any other customer service training you may have experienced.

The Format

Delivering great service is easy when you know how and that’s where we can help. Whether you call your customer’s, clients, patients, diners or just plain and simple customers, the principles of great service are the same, only the context in which you deliver is different. We make understanding the principles of great customer service really easy to understand. We have identified four key themes under which all customer service interactions sit. These are:

  • Appearance
  • Attention
  • Accuracy
  • Attitude

Or as we like to call them the 4 A’s. We break each one down into small, manageable pieces. Our approach is to bring them to life by attaching our very own Superhero to each one and once you have the power, you can call on it at will and put it into action.

The Programme is divided across seven modules, with a total of 37 sessions, including quizzes at the end of each of the Modules.  It includes a comprehensive workbook that participants will print out and use throughout.  This workbook will be used to take notes, record observations of themselves and their workplace and record how they will use the material they learn.  At the end of each module there is a short quiz, with an overall assessment at the end of the programme itself.

By the way, none of the modules have to be completed in one sitting. The participant can work for ten or fifteen minutes, come back the next day and pick up where they left off. The whole course equates to approximately 7 hours of learning.

Outline of the Programme

Module One – Introduction – This module introduces you to the course, covers the overall learning objectives and tells you about its format and structure

  • Session 1 – Introduction to the 4 A’s Programme:

Module Two – Foundation – This module focuses on why great customer service is important and introduces you to our four Customer Service Superheroes and their unique mix of customer service superpowers.

  • Session 1 – Introduction to the Foundation module:
  • Session 2 – Who is number one?
  • Session 3 – Buying a coat
  • Session 4 – Our Superheroes
  • Session 5 – Review
  • Session 6 – Questions

Module Three – Appearance – This module looks at how and why first impressions count and what specifically you can do to create that all important, great impression on your customer

  • Session 1 – Introduction to Alice Appearance
  • Session 2 – First impressions
  • Session 3 – Body language
  • Session 4 – Voice
  • Session 5 – Words
  • Session 6 – Review
  • Session 7 – Questions

Module Four – Attitude – Here we look at what part your attitude plays on the way you interact with your customer and what you can do to make your customers smile.

  • Session 1 – Introduction to Andy Attitude
  • Session 2 – Back to the shop
  • Session 3 – Yes I can
  • Session 4 – Taking responsibility
  • Session 5 – Ready to help
  • Session 6 – Taking pride
  • Session 7 – Review
  • Session 8 – Questions

Module Five – Attention – This module has lots of information about being focused and why it’s important. It gets you thinking about what you can do to make your customer feel special.

  • Session 1 – Introduction to Anne Attention
  • Session 2 – Are you paying attention?
  • Session 3 – Back to the shop
  • Session 4 – Listening
  • Session 5 – Managing distractions
  • Session 6 – Asking the right questions
  • Session 7 – Review
  • Session 8 – Questions

Module Six – Accuracy – This modules focuses on the role accuracy plays in delivering great customer service. We have lots of tips on how to be prepared and ready for every customer and when you don’t get it right, how to use those mistakes as a tool to improve the service you give next time.

  • Session 1 – Introduction to Adam Accuracy
  • Session 2 – Back to the shop
  • Session 3 – Knowledge fitness
  • Session 4 – Right first time
  • Session 5 – Learn from your mistakes
  • Session 6 – Review

Module Seven – Assessment – This final assessment module consolidates all the learning, giving you an opportunity to demonstrate what you’ve learnt.

  • Session 1 – Assessment questions


£4 discount per user for 10 or more users purchased, £9 discount per user for 50 or more users purchased. For larger purchases, site licences, e-learning credits or to find out if discounts are available on mixed course purchases please phone a customer advisor on 0844 854 9218.

Discounts are calculated during the checkout process.

Payment Options

The most straight forward method of payment is to select the number of users you require and add the product to your shopping cart by selecting Add to Cart. You will then be able to make payment using most credit and debit cards or a Paypal account. If you would like to pay by BACs transfer or by invoice please contact a customer advisor on 0844 854 9218 or email [email protected]

Additional information







Available for immediate enrolment



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