ProspenAfrica | Training and Consulting Services Provider

Customer Service Management

2 Day Accredited Training

Dates: 03 – 04 June | 15 – 16 August 2024
Locations: Johannesburg, South Africa
Platform: Available In-Class / Online

Price: Available on Request

Accredited Course with

SAQA ID: 114974

NQF Level: 2 

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.


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

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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