# Customer Service Excellence

> Deliver consistently excellent service that builds loyalty and resolves complaints well.

- **Provider:** Afriskora Training Solutions
- **Category:** Sales, Marketing & Customer Service
- **Duration:** 3 days
- **Formats:** classroom (cities across Africa), live virtual (Zoom/Teams), in-house for teams
- **Certificate:** Afriskora Certificate of Completion, verifiable online
- **Booking:** request dates and a quote; invoice and EFT payment
- **Web page:** https://afriskora.co.za/courses/sales-marketing-customer-service/customer-service-excellence
- **Request dates:** https://afriskora.co.za/request-training?course=customer-service-excellence

## 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

## Learning outcomes

- 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 1: Service foundations

- What customers value
- Service standards
- First impressions
- Batho Pele and public service

### Module 2: Communication and complaints

- Listening and empathy
- Phone, email and chat
- Complaint handling
- Difficult customers

### Module 3: Measuring and improving

- Customer feedback
- Service metrics
- Service recovery
- Personal action plan