Objectives
- Explain the core principles, terminology and governing standards of Customer Service Excellence
- Apply proven methods and tools for Customer Service Excellence to real workplace situations
- Analyse performance data to find risks, gaps and improvement opportunities
- Compare your practice with international benchmarks and regional case studies
- Build a practical action plan to apply Customer Service Excellence in your organisation
Who should attend
Marketing, sales, communications and customer service teams.
Course outline — 5 days
- Day 1Principles, terminology and governing standardsCustomer Service Excellence
- Day 2Methods, tools and calculationsCustomer Service Excellence
- Day 3Operation, inspection and performanceCustomer Service Excellence
- Day 4Risk, troubleshooting and case studiesCustomer Service Excellence
- Day 5Best practice, assessment and action planCustomer Service Excellence
10-day outline
- Day 1Principles, terminology and governing standardsCustomer Service Excellence
- Day 2Methods, tools and calculationsCustomer Service Excellence
- Day 3Operation, inspection and performanceCustomer Service Excellence
- Day 4Risk, troubleshooting and case studiesCustomer Service Excellence
- Day 5Best practice review and mid-course assessmentCustomer Service Excellence
- Day 6Advanced analysis techniquesCustomer Service Excellence
- Day 7Digital tools, data and softwareCustomer Service Excellence
- Day 8Practical labs and simulationsCustomer Service Excellence
- Day 9Regional benchmarks and lessons learnedCustomer Service Excellence
- Day 10Capstone project and final assessmentCustomer Service Excellence
Upcoming sessions 2027–2030
| City | Dates | Duration |
|---|---|---|
| Cape Town | 11 Jan 2027 – 15 Jan 2027 | 5 days |
| Doha | 1 Aug 2027 – 12 Aug 2027 | 10 days |
| Live Online | 2 Aug 2027 – 6 Aug 2027 | 5 days |
No public session is listed yet. We can run this course in any city on your dates, online, or at your company.