Leadership and ManagementCustomer Service Excellence
Customers rarely leave because of a single failure; they leave because of how the failure was handled, which puts recovery at the centre of service rather than at its margin. This course is built around that. Delegates work through the customer's experience of your organisation as they actually meet it, including the handoffs where responsibility is dropped, service standards that mean something to a customer rather than to an internal report, and communication in person, by telephone and in writing. Handling complaints and angry customers is practised in full, including the apology that works and the one that inflames. Service recovery and the authority frontline staff need are covered. The course closes on capturing what complaints reveal and acting on it.
Course objectives
- Map the customer's experience including the handoffs between teams
- Set service standards that matter to a customer
- Communicate effectively in person, by telephone and in writing
- Handle complaints and angry customers without escalating them
- Apologise in a way that repairs rather than inflames
- Recover service, and hold the authority to do so
- Capture what complaints reveal and act on the pattern
Who should attend
- Frontline and customer facing staff
- Call centre and service desk personnel
- Supervisors and team leaders in service roles
- Branch, retail and reception staff
- Managers designing service standards
Course outline
- 01Not the failure, the handling of it
- 02The customer's actual experience
- 03Handoffs and dropped responsibility
- 04Service standards that matter to a customer
- 05Communication across channels
- 06Complaints and angry customers
- 07Apology and service recovery
- 08Frontline authority and learning from complaints
Scheduled sessions
| Dates | Venue | Format | Price | Register |
|---|---|---|---|---|
| 16 to 17 November 2026 | Kampala, Uganda | Classroom | USD 795 per delegate | Register Now |
| 21 to 22 December 2026 | Harare, Zimbabwe | Classroom | USD 795 per delegate | Register Now |
| 18 to 19 February 2027 | Durban, South Africa | Classroom | R11,950 per delegate | Register Now |
| 1 to 2 March 2027 | Windhoek, Namibia | Classroom | R11,950 per delegate | Register Now |
| 10 to 11 March 2027 | Maputo, Mozambique | Classroom | USD 795 per delegate | Register Now |
| 22 to 23 March 2027 | Online | Online | R6,500 per delegate | Register Now |