Customer Service Excellence


Customer Service Excellence

“Building a good customer experience does not happen by accident.  It happens by design” - Clare Muscutt

The principles of great customer service are generally well known, yet many customers report high levels of dissatisfaction at the lack of customer service skills in all sectors.  Our customer service training aims to move staff from knowing to doing.  Doing customer service with recognition of, and dedication to, the customer’s needs and experience.  Doing customer service with pride and attention to detail.  Doing customer service with genuine care for both the customer and the success of the organisation. 
Great customer service requires confidence, commitment, and passion.  In this course, we build those abilities and help participants to move from bad, mediocre, or good service, to excellent service. 


  • Anyone having any degree of interaction with customers.
  • To enhance a customer service culture:  all staff, from cleaners to top managers. 
  • By understanding the value of a customer, you will recognise the importance of taking responsibility for your customer interactions, regardless of your position
  • Initiate a company culture that is orientated towards the customer
  • Gain self-confidence in dealing with difficult customers by developing essential interpersonal skills
  • Understand the importance of accountability when something goes wrong with a customer, and how to minimise the impact on the customer relationship
  • Learn what customer needs are, how to anticipate them and how to exceed them.


  • The importance of customer service entails and why it is essential to the success of a business
  • Match behaviour towards the customer to the promises made to customers
  • Essentials of internal customer service
  • Listen and use questions to correctly identify a customer’s need, and demonstrate a helpful and sincere attitude
  • Adapt to the needs and behaviours of different types of customers
  • Empathise and authentically engage with customers
  • Professionally and respectfully interact with customers: over the telephone, with body language, and with choice of words
  • Handle queries and complaints effectively
  • Deal with angry or aggressive customers
  • Apply good practice in processing and resolving queries and complaints

You can view all our courses HERE

KZN Business Training Centre

Contact Details
Contact Person:
Call us on: +27 (0)31 267 1229
Contact Email:
sales [at]
Course Details
Unit Standard:
NQF Level:
Level 2
Course Duration:
1 Day
Course Delivery Method:

Blended Blended

In Class In Class

Distance Distance

Presented Presented Courses

In House In-House

Contact us at +27 (0)31 267 1229 or [email protected] and we will send your a full course outline and quotation based on your requirements
Course Fee Includes:
Our public course fee includes facilitated training, course materials, the venue, a light lunch and refreshments. Onsite training at your venue can be arranged on mutually suitable dates - please contact us to request a quotation.




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