Exceptional Customer Service Training

Course Objectives:

Some of the outcomes on successful completion of the customer care training program are for the staff to be able to:

  • Project a positive image for the organization
  • Develop and use the key customer service tools, skills and techniques to exceed the expectations of the customer
  • Acknowledge and respond adequately to different sources of customer complaints
  • Appreciate and own the customer service initiatives
  • Appreciate the need for quality service
  • Willfully accept to take the outcomes of the training to the next level which is the Customer Service Culture.


Training Content:

  1. Making customer service happen – the journey of customer service
  2. Creating a positive and memorable customer experience
  3. Understanding and exceeding customer expectations
  4. Developing a positive attitude towards work
  5. The P.E.R.F.E.C.T. customer service practice
  6. Effective telephone skills
  7. Improving customer service through teamwork
  8. Effective management of difficult customers
  9. Handling customer complaints effectively
  10. Effective customer retention techniques


The training includes the use of motivational videos, Role pays and Interactive practical exercises that are recorded and analyzed.


The training takes 2 full days