Customer Experience and Service Excellence
Customers judge an organisation by the sum of their experiences across every touchpoint. This course helps teams design and deliver service that builds loyalty and sets the organisation apart. Participants map customer journeys and learn practical service behaviours.
Course outline
What this programme covers, module by module.
- 01Explaining the drivers of loyalty and retention
- 02Mapping end to end customer journeys and touchpoints
- 03Identifying and removing points of friction
- 04Setting and meeting clear service standards
- 05Managing expectations during difficult moments
- 06Measuring satisfaction, effort, and advocacy
- 07Empowering frontline staff to resolve issues
What you will gain
- Explain the drivers of customer loyalty
- Map end to end customer journeys
- Identify and remove points of friction
- Set and meet service standards
- Handle expectations and difficult moments
- Measure customer satisfaction and effort
Who should attend
- Customer service staff and team leaders
- Service and experience managers
- Front line supervisors
- Operations professionals
Upcoming sessions
| Date | City | Duration | Fees | Book |
|---|---|---|---|---|
| 9 to 11 Nov 2026 | Durban | 3 Days | R13,000 | |
| 1 to 3 Dec 2026 | Cape Town | 3 Days | R13,000 | |
| 11 to 13 Jan 2027 | Johannesburg | 3 Days | R13,000 | |
| 8 to 10 Feb 2027 | London | 3 Days | US$1,500 | |
| 5 to 7 Apr 2027 | Dubai | 3 Days | US$1,500 | |
| 14 to 16 Jun 2027 | Pretoria | 3 Days | R13,000 |
Fees are per delegate and exclude VAT. Public intakes are confirmed once minimum numbers are met. We also deliver this course on your own schedule, in-house or live online.
Enquire about this course
Register your team or ask for a tailored in-house quote. We reply within one working day.
WhatsApp usCourse brochure (PDF)- Fees from
- R13,000 per delegate
- Duration
- 3 Days
- Field
- Sales, Marketing & Customer Service
- Formats
- In-house, public, online
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