Customer Service Excellence

Instructor

Shirwin Mudaly

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Description
Curriculum
Reviews

The Customer Service course is designed to equip learners with the knowledge, skills and attitudes needed to deliver effective service to internal or external customers.
It addresses how to interact with customers, understand their needs, handle complaints, maintain professionalism, and contribute to customer satisfaction and business success.

Module 1

1

Introduction to Customer Service
0-2hrs
1.       Understand the role and impact of customer service in business success
2.       Communicate clearly and professionally with customers
3.       Use active listening and empathy to identify and resolve customer needs
4.       Handle complaints, difficult situations, and conflict effectively
5.       Demonstrate a positive attitude and customer-first mindset
6.       Manage time, stress, and workload in a service environment
7.       Utilize tools and technology to enhance the customer experience
8.       Deliver consistent service across in-person, phone, email, and chat channels

Module 2

2

Understanding Customer Needs
0-2hrs

Module 3

3

Communication Skills for Service Excellence
0-2hrs

Module 4

4

Empathy and Emotional Intelligence
0-2hrs

Module 5

5

Handling Difficult Situations
0-2hrs

Module 6

6

Problem Solving and Decision Making
0-2hrs

Module 7

7

Customer Service Across Channels
0-2hrs

Module 8

8

Service Mindset and Personal Accountability
0-2hrs

Module 9

9

Tools, Technology, and CRM
0-2hrs

Module 10

10

Time and Stress Management
0-2hrs

Module 11

11

Quality and Feedback
0-2hrs

Module 12

12

Final Practice and Assessment
0-2hrs

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Course details

Lectures 12

Level Level 1

Basic info

Objectives

Recognise who the customer is (internal/external) and the importance of good service.
Engage with customers (face‑to‑face, telephone, digital) in a courteous, professional manner.
Handle enquiries and complaints effectively and escalate when necessary.
Communicate clearly, listen actively, and manage customer expectations.
Support the organisation’s service standards and continuously monitor service levels.
Use data/feedback to recommend improvements in service delivery. (in more advanced versions)

Course requirements

Basic education at NQF level 4

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