Customer Service Excellence and Communication
Every customer interaction shapes how an organisation is judged. This course builds the communication skills and mindset needed to deliver service that keeps customers loyal, even when handling complaints.
Course outline
What this programme covers, module by module.
- 01Setting a positive tone from the first moment of contact
- 02Listening for the real need sitting behind the request
- 03Communicating clearly across phone, email and live chat
- 04Handling complaints and turning unhappy customers around
- 05Managing demanding and aggressive customers without escalating
- 06Following through on promises to build lasting trust
- 07Recovering service gracefully when something has gone wrong
What you will gain
- Set the tone in every customer interaction
- Listen for the need behind the request
- Communicate clearly across phone, email, and chat
- Handle complaints and turn them around
- Manage difficult and demanding customers
- Follow through on promises to build trust
Who should attend
- Frontline customer service staff
- Call centre and support agents
- Client relationship staff
- Supervisors of service teams
Upcoming sessions
| Date | City | Duration | Fees | Book |
|---|---|---|---|---|
| 26 to 28 Oct 2026 | Cape Town | 3 Days | R13,000 | |
| 9 to 11 Nov 2026 | Johannesburg | 3 Days | R13,000 | |
| 23 to 25 Nov 2026 | London | 3 Days | US$1,500 | |
| 11 to 13 Jan 2027 | Dubai | 3 Days | US$1,500 | |
| 1 to 3 Feb 2027 | Pretoria | 3 Days | R13,000 | |
| 12 to 14 Apr 2027 | Durban | 3 Days | R13,000 | |
| 21 to 23 Jun 2027 | Cape Town | 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
- Communication & Soft Skills
- Formats
- In-house, public, online
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