Customer Care


To motivate and empower the learner to find their own motivation to communicate clearly and concisely, giving exemplary customer care from an authentic yet well structured viewpoint and especially from a place of personal commitment. Emphasis is placed on relationship building, the value of a returning clients and the role that each of us plays in an interconnected society. All staff should attend this workshop as it speaks to both internal and external clients. Originally designed for use by call center agents, this workshop is practical, informative and highly motivational. Please note: A customised version of this workshop can be aligned to the Batho Pele principles for government.


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


"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.

US ID NQF Level Credits Description
2428294 5 Monitor the level of service to a range of customers
1100821 6 Understand the impact of customer service on a business (Historical)
1149742 2 Apply the basic skills of customer service
139303 4 Monitor and control the receiving and satisfaction of visitors

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I wasn't sure what to expect - but benefited so much from the interaction between the delegates, trainer and the material we covered. ~ Jason

Why you should do this training

Course Outline

The duration of this seminar is 1 days
Cape Town Johannesburg Polokwane Durban Port Elizabeth Bethlehem Pretoria Virtual
R2750.00 p/p R3000.00 p/p R2750.00 p/p R3000.00 p/p R2750.00 p/p R2800.00 p/p R3000.00 p/p R2500.00 p/p
Please contact us for inhouse pricing.
Prices include VAT @ 15%
All our full day open hosted workshops commence at 08:30 and end at 16:30. Virtual Seminar times are flexible. For inhouse workshops we will travel to your premises.
All course material, lunch and refreshments are provided, if applicable.