Customer Service Excellence


Course Outcomes

Upon completing this course, participants should be able to:

    • Clarify what is meant by customer service
    • Explore who our customers are and what their diverse needs are
    • Understand the value of customer feedback procedures for improving quality
    • Two-way communication: open ended questions
    • Use questioning techniques to identify specific needs of customers
    • Explore the values and attitudes necessary for excellence in customer care
    • Discuss my role and responsibilities when serving customers
    • How to handle conflict and difficult customers
    • List the benefits of setting professional service standards for the organisation
    • Understand the concept of quality and quality management
    • Explain the importance of product knowledge in customer care
    • Receive and give honest feedback in order to learn from mistakes with difficult customers
    • Encourage team members to develop a self-critical approach
    • Monitor a Customer Relationship Management (CRM) system
    • Monitor customer feedback, analysing the data and rectifying the problems
    • Identify obstacles to, and challenges within, customer service programmes
    • Apply skills and techniques necessary for effective Customer Relationship Management (CRM)
    • Develop an understanding of how CRM creates value for organisations and customers
    • Develop a plan for exceeding customer expectations within a team environment
    • Prepare strategies for retention of customers
    • Set Key Performance Indicators (KPI’s) for customer service staff
    • Conduct a performance appraisal for customer service staff

For more information, please visit


Contact Details
Contact Person:
Julius Matose
Contact Email:
julius [at]
Course Details
Unit Standard:
NQF Level:
Level 5
Course Duration:
2 Days
Course Delivery Method:

E-learning E-learning

Blended Blended

In Class In Class

Presented Presented Courses

In House In-House

on request
Course Fee Includes:
Assessment, Moderation, Certifification




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