Short Course
Customer Care
Equip customer-facing staff with the practical skills and confidence to deliver consistent, professional service across every channel — and to handle difficult situations calmly, protecting both the customer relationship and the company's brand.
Upcoming Sessions
What you'll learn
- Explain what excellent customer service looks like and why it matters to the business
- Apply active listening and empathy in customer interactions
- Communicate clearly and professionally across phone, email, chat, and face-to-face
- Ask effective questions and diagnose a customer's underlying need, not just their stated request
- Recognize why customers become upset and apply de-escalation techniques
- Say no gracefully and manage customer expectations without damaging the relationship
- Handle complaints using a structured resolution process
- Turn a resolved complaint into a loyalty-building moment through effective service recovery
- Apply service standards consistently and use feedback to improve
- Collaborate with colleagues and escalate appropriately when an issue is beyond their scope
- Recognize and manage their own stress after difficult interactions
Who Should Attend
- Sales
- Support
- Reception
- Any team member who regularly interacts with customers
Session breakdown
| # | Time | Module | Format | What you leave with |
|---|---|---|---|---|
| Day 1 | 09:00–16:00 | Foundations & Communication Skills | Workshop | What great customer care looks like, active listening & empathy, cross-channel communication, questioning skills |
| Day 2 | 09:00–16:00 | Understanding Needs, Difficult Conversations & Complaints | Workshop + Role-play | Diagnosing needs, de-escalation, assertiveness, the Listen-Apologize-Solve-Thank complaint framework |
| Day 3 | 09:00–16:00 | Service Recovery, Consistency & Capstone | Workshop + Assessed role-play | Service recovery & loyalty, quality habits, team collaboration, managing wellbeing, capstone assessment & certificate |
Programme details
Entry
None
Duration
3 days (09:00–16:00) · 18 contact hours
Accreditation
Certificate of Completion
Delivery
Instructor-led — in-person (Umhlanga Ridge) or live virtual
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