Customer Service Excellence
Customer Service Excellence (Face to face in Pretoria)
13 Mar 2024
R 11130.00

Brief Description
The short course in Customer Service Excellence will provide you with a comprehensive understanding of how the roles, attitudes and interactions of customer service consultants ultimately shape your clients perception and value assessment of your organisation in presenting a unique product and/or service proposition. The course specifically focuses on identifying and modelling customer service delivery from a best-practice viewpoint while it also looks at how to motivate and maintain the morale of customer service staff and/ or teams. The course further looks at methods of inspiring others to always deliver consistently and with high-quality service excellence always top of mind.
Learning Outcomes
After successfully completing this course, you will be able to
  • identify factors that influence customer expectations
  • suggest ways to deal with unrealistic customer expectations
  • distinguish between service quality and customer satisfaction
  • discuss the five dimensions of service quality
  • analyse existing service processes
  • propose ways in which service processes can be improved
  • discuss possible solutions when dealing with difficult customers
  • distinguish between service recovery strategies when service failures occur, and
  • identify appropriate phone and e-mail etiquette when communicating with customers.
Course Content
Day 1
  • Why are service quality and customer satisfaction important?
  • The GAPS model of service quality
Understanding customer expectations
  • Types of service expectations
  • Factors that influence customers expectations
  • Dealing with unrealistic expectations
  • Exceeding customers expectations
  • Understanding changes in customers expectations
Day 2
Understanding customer perceptions
  • Service quality vs. customer satisfaction
  • The five dimensions of service quality perceptions: reliability, responsiveness, assurance, empathy and tangibles
  • Service encounters as the building blocks of customers service perceptions
  • Surveys, focus groups and mystery shopping: Easy ways to understand customers expectations and perceptions
Improving service delivery
  • Mapping and improving service processes
  • Developing customer-defined service standards
  • Managing physical evidence and the servicescape
Day 3
Dealing with difficult customer situations
  • Saying no: What to do when you cant say yes
  • Dealing with difficult customers
  • Service recovery: Recovering from and preventing service blunders
  • Dealing with customer complaints
Communicating with customers
  • Phone etiquette and technique
  • E-mail etiquette and writing
  • Face-to-face verbal and non-verbal communication
Entry Requirements
Prospective delegates should at least have a National Senior Certificate (Grade 12).
Course Number:
Catalogue and Category:
Marketing, Communication and Languages
Who Should attend:
This course is ideal for anyone who would like to develop their customer service skills, knowledge and ability. It is ideal for all staff, sales people, managers, and supervisors in an organisation.
Delivery Mode:
Contact Sessions
Contact Days: