Etiquette, Ethics and Customer Care
What your clients want from you and don't get, and what they get but don't want — that gap is where most service failures live.
About the course
This 1-day workshop (customisable to Batho Pele principles for government) uses an interactive 'customer window' exercise to surface it, alongside cross-cultural communication and a practical ethics framework. Role plays and case studies bring etiquette, culture, ethics, and customer care together in one lens. The result: staff who bring consistency to every client interaction, not just the easy ones.
What it covers
Etiquette - What is it?
Understanding the modern definition of etiquette and relating it to SA hospitality culture.
Our Customers
The customer window - an interactive exercise determining what our clients want from us and don't get, what our clients get from us and don't want. What our clients want from us and get as well as what our clients don't want from us and don't get.
The Etiquette of Cross Cultural Communication
Understanding what culture is, what a business culture is and why we sometimes find communication so difficult.
Stress and Time
What is professionalism?
Exploring personal and possible barriers toward professionalism
How time influences our levels of etiquette and professionalism
The main rule of client care in hospitality
Ethics
What are ethics?
The influence of ethics influence on our ability to compete in our industries
Creating a framework for ethical behaviour
How we keep each other to our agreed ethical standards
How we bring etiquette, culture, customer care and ethics together
Case studies and role plays assisting with decision making
You be the judge - allowing for discernment and discussion
Unit standard alignment
| Unit standard | NQF | Credits | Title |
|---|---|---|---|
| 110082 | 1 | 6 | Understand the impact of customer service on a business |
| 114974 | 2 | 2 | Apply the basic skills of customer service |
| 113924 | 2 | 2 | Apply basic business ethics in a work environment |
| 252042 | 5 | 5 | Apply the principles of ethics to improve organisational culture |
| 12537 | 1 | 4 | Identify personal values and ethics in the workplace (historical) |
| 114959 | 2 | 4 | Behave in a professional manner in a business environment |
| 243193 | 1 | 4 | Practice good health and grooming habits (historical) |
| 242815 | 4 | 5 | Apply the organisations code of conduct in a work environment |
A credit-bearing SETA version is available on request.
Run it for your team
We can adapt Etiquette, Ethics and Customer Care to your industry and your people’s real situations, and run it at your premises, at our venue or as a virtual workshop. We agree the outline with you before you order, and the rate per delegate drops as the group grows.