Customer Service Professional

Why Attend

Every front-line employee needs a solid grounding in ‘customer service’ skills. As can be expected in this course, the subjects covered tackle most of what is needed by anyone interacting directly with internal or external customers. This certified course will cover everything from the most appropriate behavior and communication with customers, to tools and techniques used to analyze the level of service and improve it to ensure customer delight.

Course Methodology

This course uses a mix of interactive techniques, such as brief presentations by the consultant followed by questions, oral and written, case studies, role-plays, exercises, video clips and more.

Course Objectives

By the end of the course, participants will be able to:

Target Audience

Managers, supervisors and customer service staff as well as staff in departments who deal directly with external customers or whose job is to support other entities or employees inside the organization.

Target Competencies

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Location:

South Africa

Training Dates:

Each course starts every Monday of each week. Please book your training on a date that is a Monday.

Course Duration:

Unit Standard:

NQF Level:

Number of Credits:

Course Fees

Note: Please fill in the online application form on the left or bottom if this page to receive a quotation with detailed pricing from AATICD.

How to Apply:

To Apply Simply Fill in the Online Enquiries / Applications form on the Right Sidebar or Bottom of this website https://www.aaticd.co.za

NB: Terms and Conditions for Payment and Refunds

1.1. Full payment for the training workshop must be made at least 5 days before the scheduled workshop date.

1.2. Payment can be made via bank transfer, credit card, or any other agreed-upon method.

1.3. A confirmation of payment will be issued upon receipt of funds.

1.4. Any form of Payment means that trainee / delegate / client receiving the training accepts the training and agrees to these terms and conditions.

2. Cancellation and Refund Policy

2.1. Cancellations made 30 days or more before the workshop date will be eligible for a full refund, minus any administrative fees.

2.2. Cancellations made 15 to 29 days before the workshop date will be eligible for a 50% refund of the total payment.

2.3. Cancellations made less than 14 days before the workshop date will not be eligible for a refund.

2.4. Participants who fail to attend the workshop without prior notice will not be eligible for a refund.

3. Rescheduling

3.1. If a participant wishes to reschedule, a request must be submitted at least 14 days in advance, subject to availability.

3.2. A rescheduling fee may apply.

4. Workshop Cancellation by the Organizer

4.1. AATICD reserves the right to cancel or reschedule the workshop due to unforeseen circumstances, including but not limited to low enrolment, trainer unavailability, or force majeure events.

4.2. In the event of cancellation by AATICD, participants will be offered a full refund or the option to attend a rescheduled session.

4.3. AATICD is not responsible for any additional costs incurred by participants, such as travel or accommodation expenses.

5. Refund Processing

5.1. Approved refunds will be processed within 7 business days from the date of cancellation approval.

5.2. Refunds will be issued using the original payment method unless otherwise agreed.

6. Contact Information

For any questions regarding payments and refunds, please contact us at:

Email: apply@aaticd.co.za

Phone: +27 73 016 5042

By registering for the workshop, participants agree to abide by these terms and conditions.

In-House Trainings are also available for 3 or more delegates for any duration. Please consult with our Administration for such In-House training bookings.

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Course Outline

• Customer service
  • Introduction to customer service
  • Definition of customer service
  • Service dimensions
  • Addressing customer needs
• Attaining customer satisfaction through quality measures
  • Customer service excellence
• Components of quality service:
  • Service quality
    • Service quality gaps
    • The ‘RATER’ model
      • What customers pay attention to
      • Dimensions of the ‘RATER’ model
    • Flying over customer expectations
    • Establishing service quality performance standards
  • The customer complaint system
    • Definition of ‘complaint’
    • Types of complainants
    • Sources of complaints
    • Why most customers won’t complain
    • Types of complaints
    • Handling complaints: the ‘PEPSI’ model
  • Inspiring staff
    • Principles of inspiring people (‘AEPA’ philosophy)
      • Arousing interest
      • Engaging them
      • Practicing new skills
      • Applying to the real world
  • Customers loyalty
    • Principles of success
    • Who is a loyal customer
    • Strategies to keep customers loyal
    • Reasons why companies lose customers
    • Keys to delivering exceptional service