Customer Service Workshop

Why Attend

In this course, we focus extensively on the behavioral, social and interactive aspects of customer service. The course starts with definitions and discussions about the importance of good service, about what customers expect and about the ability of anyone to mold their own behavior. Next, we dissect the elements of the image projected by the person interacting with the customer and we bring it all back to learn how to behave professionally in any situation. This course emphasizes communication skills and the ability to understand and use all aspects of behavior and body language to ensure that all customer interactions remain positive and end successfully.

Course Methodology

In the first phase of the course a variety of methods such as case studies, self-awareness questionnaires, and exercises that help participants apply some of the customer service tools discussed, as well as some video clips will be used. In the latter part of the course, participants will role-play gradually more challenging scenarios. These will be videotaped, reviewed and discussed in order to maximize the learning process and develop participants’ self-confidence in their own ability to handle difficult situations professionally.

Course Objectives

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

  • Explain the importance of superior customer service in any situation and in any environment
  • Use tried and true communication techniques to maximize their overall effectiveness
  • Demonstrate how to perform their duties in such a way that customers will remember the encounter positively
  • Apply the proper behavior and communication skills in the most appropriate way regardless of the difficulties
  • Apply practical methods to turn upset customers around, win their thanks and gain their respect

Target Audience

Employees at any level of any organization who deal directly with customers, whether internal or external and who want to hone their communication skills in a supportive and professional environment with the aim of maximizing customer satisfaction on the job.

Target Competencies

  • Customer orientation
  • Emotional control
  • Empathetic outlook
  • Flexibility
  • People reading
  • Self-management
  • Role awareness


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


When filling the online application form; please take note of your desired Training Month, Duration in Weeks and Training Session. This will give us the exact dates you will be attending your classes.

Also note that Tuition Fees must be paid upfront on or before training start date. This is to ensure that all resources are made availabe for you before you start. You will not be allowed into training if fees are not paid and verified.

Also note that Tuition Fees Cancellations must be made 14 business working days before the starting date of training. This will allow us to do a 50% refund of the total amount paid. If cancellations are made thereafter note that no refund will be made to delegates.

Tuition Fees include teas and lunch as well as either a laptop or tablet which a delegate will take home free of charge.

Tuition Fee DOES NOT include Accommodation, Dinners and other Extra Curricular Activities or Incidentals. Delegates are expected to fund this on their own. AATICD will not be held accountable for any incidents to delegates.

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.

Course Outline

  • Definition of customer service
    • A glimpse at the definition
      • Customer service in a shop
      • Customer service in a restaurant
      • Customer service is a company
      • Customer service in any organization
      • The two main dimensions of service
    • Competition versus monopoly
    • Private versus government
    • Internal customer versus the external customer
    • What is really customer service
    • Explicit versus implicit elements of service
  • Some customer service models
    • The ‘PRIDE’ model
    • The ‘RATER’ model
    • The ‘kano’ model
  • Customer service and emotional intelligence
    • Definition of emotional intelligence
    • Emotional intelligence for customer service
    • Building your emotional intelligence
  • Customer service, behavior, and communication
    • Behavior is communication
    • Body language
    • Listen before you speak
    • Expressing yourself
    • Appropriate behavior and communication according to situation
  • The image you project
    • Generic elements of your image
      • Respect is a two-way street
      • Showing empathy
      • Eagerness to help
      • Professionalism is key
      • Self-confidence
      • Fairness in all dealings
    • Specific elements of your image
      • Knowledge
      • The way you look and dress
      • The language you use
      • Your body language
      • Building rapport
  • Customer service situations
    • Scenarios, analysis and role-plays
      • Easy, regular situations
      • Common but sensitive situations
      • Complaints, problems and other difficult scenarios