Customer Service Excellence - Accredited Two-Day Program

Customer Service Excellence: Accredited Two-Day Program

Details

Equip your team with an accredited customer service short skills course that aligns to unit standard 242829 at NQF level 4 for 5 credits.

This course blends essential customer service theory and real-world application. Over two interactive days, participants master key skills - from effective communication and conflict resolution to setting and measuring service standards - earning credits toward an accredited certification. This course ensures employees not only learn how to address challenges and enhance customer satisfaction, but also gain the tools, confidence, and professional validation needed to consistently elevate your organization’s reputation.

Formative assessments are done in class, and summatives are done after training in your own time. We offer a 3-day version that includes completing all assessments in class time.

This accredited two-day Customer Service program explores the core principles of high-quality service, including identifying internal and external customers and setting measurable service standards. Participants delve into vital communication skills—such as active listening, empathy, and professional telephone/email etiquette—while learning de-escalation and conflict resolution strategies to handle challenging situations. The course highlights continuous improvement methods (measuring customer satisfaction and suggesting corrective actions), emphasizes personal accountability and team collaboration, and addresses stress management for maintaining consistent, effective customer interactions.

Delivery Methods

Leading Training is focusing on providing virtual training courses for the foreseeable future and will only consider in-person and classroom training on request, with a required minimum group size of six delegates. We remain committed to offering training that is fast, focused and effective.

Delivery Method	Duration	Price (excl. VAT)
Classroom	2 days	ZAR 5,500.00	Get a Quote
Live Virtual Training	2 days	ZAR 4,500.00	Get a Quote

Discounts Available

Brochure:

Information may change without notice.

Audience

This course is ideal for frontline employees, customer support teams, call center agents, and anyone with regular, customer-facing responsibilities. It’s also highly beneficial for managers and team leads who oversee customer service processes and want to enhance their team’s performance. Ultimately, any professional seeking to improve communication, conflict resolution, and the overall customer experience will find value in this accredited, two-day program.

Pre-Requisites

NQF level 3 literacy and communication skills are recommended to ensure full engagement with the course content and activities.

Some background experience in a customer-facing role can also be beneficial but not strictly required.

Course Outline / Curriculum

Customer Service Fundamentals: Definitions, benefits, and role in organizational success
Identifying Customers: Internal vs. external customers, and tailoring service to meet diverse needs
Service Standards: Establishing clear benchmarks for service quality and measuring performance
Communication Skills: Active listening, empathy, and effective verbal/nonverbal cues
Telephone & Email Etiquette: Professional and compassionate approaches to remote customer interactions
Conflict Resolution & De-escalation: Techniques for handling challenging situations and difficult customers
Continuous Improvement: Tracking customer satisfaction, analyzing feedback, and implementing corrective actions
Stress Management & Personal Accountability: Strategies for maintaining well-being, resilience, and ownership of service outcomes.

Schedule Dates and Booking

There are currently no scheduled dates.

Please note that this course needs a minimum of 6 delegates to schedule a course. You can choose to be added to the waiting list by clicking the button below, and we will contact you when we have enough delegates interested. Should we not get enough delegates, we will refund or credit your paid booking.

Add me to the waiting list

Should you need this course urgently, the following options are available:

Pay for 6 delegates (whether you have them or not) and we will schedule the course as soon as possible.
If you have fewer delegates and cannot pay for 6, we can negotiate a shortened course where some of the time will be spent in blended learning - watching videos and doing tutorials and exercises with some contact time with the trainer. We would want to discuss what your core needs are so that we cover those aspects. You need to have paid for 3 delegates at least.

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