Customer Service

This Customer Service short course provides a broad introduction to customer service skills, focusing on both internal and external customer interactions. The course equips learners with essential knowledge, values, and attitudes for delivering effective customer service within various business contexts.

This course is ideal for:

  • Individuals seeking to develop foundational customer service skills.
  • Sales assistants, receptionists, and frontline staff in various industries.
  • Entry-level employees aiming to improve customer interaction capabilities.
  • Professionals seeking a refresher on customer service fundamentals.

Course price from

R863.00 incl. VAT

Start date

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Course duration

1 Day

Course language

English

NQF level

2

Credits

2

Entry level

NQF Level 1 qualification (or equivalent)

Course ID

114974
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Course Info
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Completing this course will enable you to:

Upon completing this course, participants will be able to:

  • Explain the principles of good customer service and its impact on business success.
  • Engage confidently in customer interactions, identifying and addressing customer needs.
  • Demonstrate effective communication skills, including active listening and appropriate responses.
  • Process customer queries accurately, escalating them when necessary.
  • Apply problem-solving techniques to resolve customer complaints and ensure satisfaction.

Entry Requirements:

  • NQF Level 1 qualification (or equivalent) in literacy, numeracy, and communication.
  • Prior customer service experience is beneficial but not required.

Course Outcomes

1. Understanding Customer Service

  • Define good customer service and its contribution to business competitiveness.
  • Identify different customer types within an organisation.
  • Recognise the impact of poor customer service on employees, customers, and organisations.

2. Engaging with Customers

  • Open and close customer interactions following organisational procedures.
  • Use verbal and non-verbal communication skills to clarify and address customer needs.
  • Demonstrate empathy and awareness of diversity when dealing with customers.

3. Communication for Customer Satisfaction

  • Practice active listening in customer service interactions.
  • Identify key information in customer conversations and respond appropriately.
  • Record and verify customer needs and feedback accurately.

4. Processing Customer Queries

  • Use customer information to formulate suitable responses.
  • Communicate responses using appropriate language and tone.
  • Escalate enquiries beyond personal authority to appropriate channels.
  • Agree on follow-up actions and provide updates on query progress.

Course Conditions

Pricing is exclusive of Travel Accommodation, Meals and PPE
Pricing is Inclusive of Training Material, Facilitation, Assessment and Certification
Pricing is based on training implemented at KT Academy in Mbombela
Pricing is based on group sizes of 5 + learners in a group
Discounts apply for large groups
Accommodation and meals available on request at additional rate
Special Pricing may apply for Public Training Dates

Interested in training for your company?

Off-site training available at your business

Contact one of our Business Sales Executives for tailored made training solutions for your business.

+27 13 744 9328
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Course Curriculum

Fundamental Modules

FM-01: Customer Service Principles (Level 2, 0.5 Credits)

  • Define customer service concepts and competitive advantages.
  • Identify customer types and potential service impacts.

FM-02: Effective Customer Interaction (Level 2, 0.5 Credits)

  • Techniques for opening and closing customer interactions.
  • Identifying customer needs through effective questioning and feedback.

FM-03: Communication Skills for Service Excellence (Level 2, 0.5 Credits)

  • Active listening techniques and identifying keywords in dialogues.
  • Recording customer needs and verifying information accuracy.

FM-04: Query Processing and Resolution (Level 2, 0.5 Credits)

  • Methods for addressing and escalating customer queries.
  • Providing appropriate feedback and closing customer cases efficiently.

Why choose our Business, Leadership & Finance courses?

  • Low-pressure lesson environment.
  • Structured modular lessons.
  • We focus on both theory and practical knowledge.
  • Fully-accredited, experienced instructors.

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