Customer Service Training (Service Excellence Training) - Durban

Through this Customer Service Training (Service Excellence Training) - which we run publicly and in-house throughout South Africa - your employees will learn how to build the culture of great internal customer service, and thereby deliver outstanding service to your external customers.

Suitable for:   All Employees

Course duration:  2 days

NQF level:  4

Course content and outcomes:

Through this Customer Service Excellence Training Course, delegates will learn:

Day 1

  • Understanding the importance of internal and external customers
    • What great internal customer service looks like
    • What great external customer service looks like
  • Building the culture of great service
    • The principle of CARE
    • What do organizations with high repeat business have in common?
    • Killer phrases that destroy customer retention
    • Teamwork and the service chain
    • Analysing the service culture of your company
    • Basic telephone skills essential for great customer service
  • Understand the basic needs of every internal and external customer
    • The 4 basic needs of every customer
    • The 3 V’s of communication
    • Active listening skills
    • Body language
  • Attitude and competencies essential for a customer-serving employee
    • The importance of attitude & valuing yourself in customer service
    • Attitude – sending out a positive attitude in every way
    • Effective communication as a customer-serving employee

Day 2

  • Understand the customer value chain in your organisation
  • Processes for frequent feedback on internal customer service
    • Service Level Agreements – Identifying internal customers’ needs and expectations
    • How to communicate your team’s needs – and get great service
    • How to build a serving attitude within your team
  • Create collaboration across teams for inter-departmental teamwork
  • Relationship building skills for great customer service
  • Handling internal and external customer complaints



Click here to view our Customer Service Training Courses on our website

Contact Details

Contact Person: 

Ron / Michele
Course Details

Unit Standard: 

Unit Standard 242829: Monitor the level of service to a range of customers

NQF Level: 

Level 4

Credits: 

5

Course Delivery Method: 

Presented Presented Courses

In House In-House

Course Duration: 

2 days

Cost: 

In-house and public course fees on request