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Frontline Staff Training on Customer Service Excellence


The first impressions are lasting. Your establishment will be judged based on how your customer was received. It is said that 68% customers leave and choose your competitors because of bad attitude they received from your staff. Frontline staff play a major role in creating experiences to your customers.


Whether you are running a small or big firm, a hospital or any other medical practices, or any company, training your frontline staff on customer service excellence is vital. Your customers are your biggest assets and it not well taken care of, they will leave your company and spend their money elsewhere.


In most cases, trainings are run inhouse, however, if you are looking for an external service provider, Sam Hospitality has become the preferred provider by many companies in South Africa for customer service training.


frontline staff training during customer service training


What makes our customer service training different?  

  • We offer training on-site to all provinces. We come to you or to your chosen venue, hence you do not have to worry about travel and accommodation costs for your staff.
  • Our training is fully tailored to your industry. You are also allowed to remove and add topics that you want us to train your team on.
  • Our training is engaging. We do not only run PowerPoint presentations but we involve group discussions, brainstorming, simulations and many more other activities.
  • We can train from 8 to 20 people per session and each session takes a full day. We can train large groups, so even if you have more than 100 staff members to be trained, we will do it in a matter of days.
  • Our trainers are carefully selected and we choose people who are well versed with customer service.  


What are the Customer Service Excellence Training Objectives?

After doing this course, your staff should be able to:

  • Deliver exceptional customer service to all customers.
  • Understand the importance of internal and external customers.
  • Build the culture of exceptional service
  • Understand the principle of CARE.
  • Provide customer service according to laid down processes and procedures.
  • Monitor guest satisfaction at pre-demined intervals, evaluate & analyze feedback and determine satisfaction levels.
  • Communicate effectively with customers.
  • Promote the company image by providing highest standards of service
  • Establish a professional rapport and relationship with colleagues and internal customers.
  • Provide basic telephone skills essential for excellent service.
  • Understand attitude that affect customer retention.
  • Resolve customer complaints efficiently and effectively.


What Does the Course Entail?

The course covers the following topics:


The importance of the customer

  • The customer as a source of revenue
  • Customer satisfaction
  • Annoying habits
  • Anticipating the customer needs
  • Maintaining excellent customer care


Customer Service

  • Greeting customers and attending to them without further delay
  • Promoting facilities and services
  • Customer expectations
  • Customers’ reaction to poor service
  • Guidelines for superior customer care
  • Effective communication

Customer Complaints

  • Advantaged of customer feedback / complaints
  • Methods of dealing with customer related issues
  • Common customer complaints
  • Methods to satisfy irate guests
  • Do’s and don’ts when dealing with customer complaints
  • Product and service complaints
  • Environment complaints
  • Personal complaints
  • Written complaints
  • Documenting complaints and giving feedback
  • Efficient work practices
  • Promoting products and services
  • Dealing with other staff members


What is the Duration for the Course?

The course takes 1 day and about 6 hours. We are flexible in terms of dates, so you can choose dates that will be suitable for you. We deliver it on-site in all provinces.


How Should I Book the Training?

To book your staff our customer service excellence training, please email us on training@hospitalitycourses.co.za or call us Samkeliso Nkwanyane on +27 82 765 9238