60+ Years Combined Hospitality Experience        Call/ WhatsApp: +27 82 765 9238      Email: training@hospitalitycourses.co.za

 Customer Service Course | Service Excellence Course

Our customer service (service excellence) course will set you apart.


Impactful training to upskill and develop your employees. Nothing turns away customers than dealing with an employee who doesn't have good customer service skills. This course is aimed at equipping you with the skills to offer your customers a mind-blowing service. 


Customer Service Training (Service Excellence Training) - In-house / Onsite

Through this Customer Service Training (Service Excellence Training) - which we run publicly and in-house/ onsite throughout South Africa - your employees will learn how to build the culture of great internal customer service, and thereby deliver outstanding service to your external customers. Onsite training is offered to 8 or more staff. The training takes 2 days as follows:


Day 1

  • Understanding the importance of internal and external customers

  • What great internal customer service looks like

  • What great external customer service looks like

  • 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

  • Analyzing the service culture of your company

  • Basic telephone skills essential for great customer service

  • Understand the basic needs of every internal and external customer

  • The 4 basic needs of every customer

  • The 3 V’s of communication

  • Active listening skills

  • Body language

  • Attitude and competencies essential for a customer-serving employee

  • The importance of attitude & valuing yourself in customer service

  • Attitude – sending out a positive attitude in every way

  • Effective communication as a customer-serving employee


Day 2

  • Understand the customer value chain in your organization

  • Processes for frequent feedback on internal customer service

  • Service Level Agreements – Identifying internal customers’ needs and expectations

  • How to communicate your team’s needs – and get great service

  • How to build a serving attitude within your team

  • Create collaboration across teams for inter-departmental teamwork

  • Relationship building skills for great customer service

  • Handling internal and external customer complaints


Impactful learning to upskill and develop your employees. We will come to your premises to offer training onsite to 8 or more staff