Programme on Service Excellence -Brooke Fields is a leading mall in the city of Coimbatore. There are close to 100 employees who provide service to mall visitors at various strategic points of the mall. All the employees in batches were offered a one day training programme covering nuances of welcoming, greeting a customer upon arrival, etiquette, grooming standards, handling queries and complaints. The highlight of the programme was the role plays, tour of the mall and followed by a quiz on products and services offered in the mall.Participants rated the programme highly informative and effective in handling the current requirements and needs for providing excellent customer service.