ProspenAfrica | Training and Consulting Services Provider

Advanced Customer Service Management

5 Day Training

Dates: 24 – 28 June | 12 – 16 August | 14 – 18 October 2024
Locations: Johannesburg, South Africa
Platform: Available In-Class / Online

Price: Available on request

Course Introduction

In today’s competitive market, exceptional customer service is the hallmark of successful businesses. This 5-day intensive workshop is designed to equip managers, executives, and frontline employees with sophisticated strategies and practical tools to elevate the standard of customer service delivery.


Participants will engage in an in-depth exploration of advanced customer service principles, communication techniques, and complaint management processes. This program delves into the psychology of customer interactions, the nuances of customer expectations, and the art of turning service challenges into opportunities for growth and loyalty.


The Advanced Customer Service Management workshop is structured to foster an environment of active learning, with daily themes building upon each other to create a holistic understanding of advanced customer service management. From mastering effective communication to developing a robust complaints handling strategy, participants will leave with a concrete action plan to implement best practices within their organizations.

Course Objectives

Participants will:

  • Master effective and positive communication with customers.

  • Learn how to create lasting first impressions and build trust.

  • Establish high standards for response and resolution.

  • Develop a personal toolkit for service excellence.

  • Enhance proactive complaint identification and resolution.

  • Strategize to transform negative customer sentiment.

Analyze and learn from complaints to prevent future issues.

Who should attend?

– Managers and executives aiming to elevate service quality.

– Customer-facing staff seeking to enhance service delivery.

– Service sector and public utility employees.

– Marketing executives and service team supervisors.

Soft Skills Courses

Training Methodology

Our diverse instructional approaches ensure effective learning:

– Lectures & Presentations: Engage with expert-driven, stimulating content.
– Course Material: Access well-crafted supporting resources.
– Group Work: Collaborate on discussions and case studies for practical insights.
– Workshops & Role-Play: Participate in immersive, scenario-based activities.
– Practical Application: Focus on applying theoretical knowledge in real situations.
– Post-Training Support: Receive extensive support after training for skill implementation.

Training Outline

Day 1: Foundations of Customer Service

  • Principles of Excellence: Core concepts of exceptional customer service.

  • Customer Types and Value: Understanding the spectrum of customers and their loyalty.

  • Impact of Service Quality: Analyzing the cost of poor service.

  • Measuring Relationships: Metrics for tracking customer satisfaction.

  • Navigating Unpleasant Experiences: Strategies to manage and learn from negative interactions.

Day 2: Communication Mastery

  • Essential Communication Skills: Language and techniques for successful customer interactions.

  • Building Rapport: Effective verbal communication and behavior adaptation.

  • Stress Management: Tactics for maintaining composure and calming customers.

  • Positive Attitude: Cultivating a ‘can-do’ approach and managing time efficiently.

Day 3: Relationship Building Toolkit

  • Telephone Techniques: Mastering phone interactions for enhanced service.

  • Customer Signal Recognition: Interpreting and responding to customer cues.

  • Negotiation Skills: Securing the best outcomes for the customer and the organization.

Day 4: Complaints Management

  • Complaints Process: Components of an effective complaints management system, including ISO 10002.

  • Complaints Importance: Understanding the organizational value of complaints.

  • Customer Expectations: Recognizing and meeting the changing needs of customers.

  • Handling Standards: Best practices for addressing complaints.

Day 5: Resolution and Learning from Complaints

  • People Dynamics: Exploring why customers complain and how to respond.

  • Emotional Intelligence: Developing communication styles that foster rapport.

  • Skill Development: Enhancing empathy, listening, and questioning abilities.

  • Complaint Analysis: Learning from complaints to inform service improvement.

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