Customer Care
What is this course about?
The best customer care reps aren't the ones reciting a script — they're the ones who've found their own reason to care. This 1-day Staff Training workshop, originally designed for call centre agents but suited to all staff in a South African service culture where a returning client can make or break a business, uses the BASE and FASE accountability frameworks and the LAST method (Listen, Apologise, Solve, Thank) to build authentic, structured client care. Staff Training has presented this course successfully for over a decade. The result: staff who serve internal and external clients from genuine commitment, not obligation.
Key content covered
Definitions, Attitude and Aptitude
What are the core building blocks of customer care
Understanding People
Understanding various comfort zones of communication
Determining Your Personal Vision
Why the client is important, what he expects and what it means to you
Accountability - BASE and FASE
How to ensure effective results through effective behaviour change
Consider Your Power - PLEASE TRUST US
A step by step approach to customer care ensuring all bases are covered, a module on concise communication as well as dealing with difficult customers LAST: Listen, Apologise, Solve, Thank
Meeting, Greeting and Cultural Awareness
Includes listening, complaint identification, cultural sensitivity, the smile, articulation and tone of voice, verbal communication
Identifying the Required Skills for the Job
Includes being aware of additional knowledge that needs to be gained. For example you cannot give advice on product ABC without the knowledge/skill to do so and then how you go about obtaining that knowledge
You benefit from our experience
"It is not so much your aptitude that determines your success as it is your attitude." ~ Zig Ziglar
The aim of this workshop is to assist the delegate in understanding the reason for exemplary customer care practices.
But not only is it necessary to highlight the need for good client care, we give the delegates many tools and "how to's" and also empower them with the tools of self motivation, enabling him/her to use and sustain these practices.
Staff Training definitely provides a slightly different take on customer care and have presented it continually for the past 14 years, with much success.
Unit standard alignment
| US ID | NQF | Credits | Description |
|---|---|---|---|
| 242829 | 4 | 5 | Monitor the level of service to a range of customers |
| 110082 | 1 | 6 | Understand the impact of customer service on a business (Historical) |
| 114974 | 2 | 2 | Apply the basic skills of customer service |
| 13930 | 3 | 4 | Monitor and control the receiving and satisfaction of visitors |
The course was well presented - interesting, funny and so important! ~ Berenice
Run Customer Care for your team
Every workshop we publish is also delivered in-house — at your premises anywhere in South Africa and beyond, at one of our venues, or live online. Before we deliver, our course designers can adapt Customer Care to your team: your industry’s examples in the case work, your real challenges in the exercises, your operational rhythm in the schedule. We meet you, agree the outline together, and only then do you place the order.
In-house rates drop per delegate as the group grows — for larger teams it is usually the more affordable option as well as the better-fitting one.
People who attended this workshop also enhanced their skills with:
Communication Excellence