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Customer service is the process of ensuring customer satisfaction with a product or service. Often, customer service takes place while performing a transaction for the customer. This workshop guides Learners through the process of identifying their Customers’ Moments of Truth and identifying what it takes to passionately serve their customers with care.

• All Employees dealing with their internal Customers, whether for training new employees, or for further developing more experienced personnel.
• All External Customer- Contact Employees 
• All Supervisors or Managers  responsible for Customer Contact employees

• 2 Days
• From 10:00 a.m. – 5:00 p.m.

• Introduction to the program (objectives, outlines / key definitions)
• Definition of service
• Organizational Value Chain and its impact on business results
• The Product
• External & internal customers 
• Moments of Truth
• Levels of Customer Perception of the Service: from un-satisfaction to Passionate Service
• Influence of expectation on Customer Satisfaction
• The Triangle of Communication and its impact on Customer Service.
• Effective Service Steps
• Handling Customer Requests
• Practical learning by doing
• Self reflection & action plan for implementation into the workplace

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