POP Online

Customer Service – Management Level

Building a Culture of Great Customer Service

This Customer Service – Management Level Training Course is offered throughout South Africa
– Cape Town, Durban, Johannesburg, Port Elizabeth –

We now offer this programme, and all our training courses as Virtual Training / Remote Training,
to meet your unique needs arising from the CO
VID-19 Corona Virus epidemic.

Download a PDF of this Coursepdf - Customer Service - Management Level Training

Customer Service – Management Level Training

Building a Culture of Great Customer Service

Suitable for:
Managers and Management Teams

Course Duration: 2 days NQF LEVEL: 5
Course Objective:
Customer satisfaction is unlikely to happen by chance – it has to be built internally from the base of the organisation.

In this Customer Service – Management Level Training, we explore how to successfully inspire the philosophy, and build the principles and structure that create a culture of great internal customer service.

Course content and outcomes:
Through this Customer Service – Management Level Training Course, delegates will learn:

  • What great internal customer service looks like
  • What great external customer service looks like
  • Why winning organisations don’t leave internal service delivery to chance
  • The transformational roles and responsibilities of senior management
  • Understanding the inverted pyramid of internal customer service
  • Identifying the internal customer value proposition
  • Tracking internal service delivery to external service reality
  • The GAPS model of service quality
  • Factors that influence customers’ expectations
  • The five dimensions of service quality perceptions: reliability, responsiveness, assurance, empathy and tangibles
  • Service encounters as the building blocks of customers’ service perceptions
  • Building the culture of great service
    1. The principle of CARE
    2. What do organizations with high repeat business have in common?
    3. Killer phrases that destroy customer retention
    4. Teamwork and the service chain
    5. Analysing the service culture of your company
  • Understand the 4 basic needs of every internal and external customer
  • Understand the customer value chain in your organisation
  • Building capacity within the hearts and minds of individuals & teams
  • Processes to shift the culture to inter-departmental cooperation
  • Creating and sustaining the communication platform
  • Processes for frequent feedback on internal customer service
    1. KPI’s and SLA’s – Identifying internal customers’ needs and expectations
    2. How to communicate team needs – and get great service
    3. How to build a serving attitude within your company’s teams
  • Create collaboration across teams for inter-departmental teamwork
  • Relationship building skills for great customer service
  • Handling internal and external customer complaints

Click here to view our Customer Service Training Courses.

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Click here to view our Management Training Courses.

   To enrol delegates on this Customer Service – Management Level Training Course,
click on the link below:


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