Customer Service Management
2 Day Accredited Training
SAQA ID: 114974, NQF Level 2 with 2 Credits
Dates: 15 – 16 August | 03 – 04 October 2024
Locations: Johannesburg, South Africa
Platform: Available In-Class / Online
Price: Available on Request
Accredited Course with
SAQA ID: 114974
NQF Level: 2Â
Credits: 2
Course Introduction
This 2-day Customer Service Management workshop is tailored for busy professionals who aim to quickly enhance their customer service skills. It focuses on the essentials of managing and delivering superior customer service by combining the most impactful elements .The workshop will cover advanced communication strategies, effective complaint handling, and tools to build lasting customer relationships.
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This 2-day workshop ensures a comprehensive learning experience by focusing on the most essential and impactful aspects of customer service management, offering a balance between theoretical knowledge and practical application within a limited timeframe.
Course Objectives
Participants will leave with the ability to:
Communicate effectively, managing both stress and customer expectations with ease.
Address complaints with a structured, strategic approach that turns challenges into opportunities.
Utilize a toolkit for maintaining positive customer relationships and enhancing loyalty.
Who should attend?
Upper and middle management
Customer service managers and team leaders
Front-line customer service staff
Marketing and public relations executives
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: Core Customer Service Skills & Communication Mastery
Morning Session
Introduction to Advanced Customer Service
The core principles of customer service excellence
Understanding customer types and the value of loyalty
Essential Customer Service Communication Skills
The language and communication skills for successful interactions
Building rapport and adapting behaviour to meet customer needs.
Afternoon Session
Dealing with Stress and Calming Upset Customers
Strategies for diffusing tension and managing confrontations.
Maintaining a Positive Service Attitude
Techniques for developing a ‘can do’ approach and proactive problem-solving.
Day 2: Complaint Handling & Relationship Building
Morning Session:
Main Components of a Complaints Management Process
Effective complaint handling techniques and ISO 10002 standards
Analysing and learning from complaints to prevent future issues
What Customers Look for When They Complain
Understanding customer perspectives and the psychology behind complaints
Afternoon Session:
Building Stronger Customer Relationships
Mastering the telephone and other communication channels
Negotiating for outcomes that satisfy both customer and company goals
Workshop Wrap-Up
Skills integration and action plan development
Course summary and closing
Course Enhancements:
Interactive Sessions: Hands-on activities and role-playing to practice and reinforce skills.
Networking: Opportunities for participants to discuss strategies and share experiences.
Resource Toolkit: A take-home package of materials for further learning and application.
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