Customer Service Training for Managers - Johannesburg

Customer Service Training for Managers

Building a Culture of Great Customer Service

Customer Service Training for Managers

This Customer Service Training: Management Level - which we run publicly, in-house and virtually throughout South Africa - is Seta accredited, and is aligned to Unit Standard 242829: Monitor the level of service to a range of customers.

Suitable for:  Managers, Management Teams, and Change Management Committees

Course duration: 2 days

NQF level: 5

Credits: 8

Course content and outcomes:

Through this Customer Service - Management Level Training Course, delegates will learn:

  • What great internal customer service looks like
  • What great external customer service looks like
  • Why winning organisations don’t leave internal service delivery to chance
  • The transformational roles and responsibilities of senior management
  • Understanding the inverted pyramid of internal customer service
  • Identifying the internal customer value proposition
  • Tracking internal service delivery to external service reality
  • The GAPS model of service quality
  • Factors that influence customers’ expectations
  • The five dimensions of service quality perceptions: reliability, responsiveness, assurance, empathy and tangibles
  • Service encounters as the building blocks of customers’ service perceptions
  • Building the culture of great service
    • The principle of CARE
    • What do organizations with high repeat business have in common?
    • Killer phrases that destroy customer retention
    • Teamwork and the service chain
    • Analysing the service culture of your company
  • Understand the 4 basic needs of every internal and external customer
  • Understand the customer value chain in your organisation
  • Building capacity within the hearts and minds of individuals & teams
  • Processes to shift the culture to inter-departmental cooperation
  • Creating and sustaining the communication platform
  • Processes for frequent feedback on internal customer service
    • KPI’s and SLA’s - Identifying internal customers’ needs and expectations
    • How to communicate team needs - and get great service
    • How to build a serving attitude within your company’s teams
  • Create collaboration across teams for inter-departmental teamwork
  • Relationship building skills for great customer service
  • Handling internal and external customer complaints

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Contact Details

Contact Person: 

Ron / Michele
Course Details

Unit Standard: 

US 242829: Monitor the level of service to a range of customers

NQF Level: 

Level 4



Course Delivery Method: 

E-learning E-learning

Blended Blended

In Class In Class

Distance Distance

Presented Presented Courses

In House In-House

On Demand On Demand

Course Duration: 

2 days


In-house and public fees on request