Scheduled Customer Service Excellence courses

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Customer Service Excellence

Unit Standard: 
NQF Level: 
Non Credit Bearing
Course Category: 
Sales & Marketing

Duration: 1 Day
Time: 8:30am-4:00pm

“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 for 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.