Customer Service Excellence
Deliver consistently excellent service that builds loyalty and resolves complaints well.
- 3 days
- Classroom · Live virtual · In-house
- Afriskora Certificate of Completion
Course overview
This course helps teams understand customer expectations, communicate professionally across channels, handle complaints and difficult customers, and measure and improve service quality. It suits both private businesses and public-service front offices.
Who should attend
- Front-line and contact centre staff
- Customer service supervisors
- Public-service front-office staff
- Anyone dealing with customers
What you will be able to do
- Understand customer expectations
- Communicate professionally in person, by phone and online
- Handle complaints and difficult customers
- Measure service quality
- Contribute to a service culture
Course outline
Module 1Service foundations
- • What customers value
- • Service standards
- • First impressions
- • Batho Pele and public service
Module 2Communication and complaints
- • Listening and empathy
- • Phone, email and chat
- • Complaint handling
- • Difficult customers
Module 3Measuring and improving
- • Customer feedback
- • Service metrics
- • Service recovery
- • Personal action plan
Frequently asked questions
How long is the Customer Service Excellence course?
The course runs for 3 days. Daily start and finish times are confirmed in your joining instructions. Live virtual sessions cover the same programme.
Do I receive a certificate?
Yes. Every participant who completes the course receives an Afriskora Certificate of Completion with a unique code that employers can verify online.
Can this course be delivered in-house for our team?
Yes. We can run it at your premises or online for your team, on dates that suit you, and adapt examples and case studies to your sector.
How do I book and pay?
Request dates and we'll send available sessions and a quote. Bookings are confirmed by invoice and paid by EFT. South African clients can include the course in their Workplace Skills Plan.
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