Klarheit
Customer Service

Building Customer Loyalty Through Service Innovation

A focused, practitioner led programme that builds real capability in customer service through Building Customer Loyalty Through Service Innovation.

5 daysClassroomOnline
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Overview

Organisations increasingly rely on strong customer service capability to stay competitive, and Building Customer Loyalty Through Service Innovation is designed to close that gap. Through a mix of structured input, discussion and applied exercises, delegates build the knowledge and confidence to take on greater responsibility in this area.

The result is a cohort of professionals equipped to lead, influence and deliver stronger outcomes in customer service across their organisations.

Course objectives

  • Apply core customer service principles and best practice to real workplace challenges.
  • Coordinate cross functional efforts that depend on strong customer service.
  • Evaluate current approaches to customer service and identify areas for improvement.
  • Formulate metrics and KPIs to track progress in customer service.
  • Assess risk and compliance considerations relevant to customer service.
  • Build a personal action plan for applying Building Customer Loyalty Through Service Innovation back at work.
  • Lead initiatives that strengthen customer service across a team or organisation.
  • Review emerging trends shaping the future of customer service.

Who should attend

  • Senior executives shaping organisational strategy around customer service
  • Managers and team leaders responsible for customer service
  • Cross functional team members collaborating on customer service projects
  • HR and learning and development professionals supporting customer service initiatives
  • Department heads overseeing customer service functions

Course outline

Module 1: Foundations of Customer Service

  • Identify early warning signs of common project or process failures
  • Role play a difficult conversation relevant to customer service
  • Analyse a real organisational setback and extract the lessons learned

Module 2: Planning and Implementation

  • Debate the merits of competing approaches in an open forum
  • Walk through a step by step implementation checklist
  • Review sample templates and adapt them for your own organisation

Module 3: Stakeholder Engagement and Communication

  • Draft key performance indicators to monitor progress
  • Set measurable goals and success criteria for the weeks ahead
  • Examine real world case studies and lessons learned

Module 4: Data, Metrics and Performance Measurement

  • Unpack a short reading and relate it back to daily practice
  • Practice using relevant tools, templates and checklists
  • Build a personal action plan for immediate use
  • Benchmark current practice against recognised industry standards
  • Review a checklist of quick wins to apply immediately after the course

Module 5: Risk, Governance and Compliance

  • Apply frameworks to a live workplace scenario
  • Consider how technology is reshaping customer service in practice
  • Draft a short brief communicating customer service priorities to senior leadership
  • Diagnose a workplace scenario and propose a course of action

Module 6: Action Planning and Implementation

  • Capture lessons learned and share them with the wider group
  • Map out a communication plan for engaging key stakeholders
  • Work through practical exercises and small group discussion

Training methodology

  • Includes hands on exercises, group work and peer to peer learning.
  • Concludes with individual action planning to embed learning back at work.
  • Facilitated by practitioners with direct industry experience in the subject area.
  • Reinforced with real world case studies drawn from relevant industries and regions.

Accreditation

Delegates who complete Building Customer Loyalty Through Service Innovation receive a Klarheit Certificate of Completion, recognising the hours of training undertaken and the topics covered. Certificates are issued at the close of the programme and can be used to support continuing professional development records.

Schedule

Upcoming sessions

Choose the city, date and delivery mode that works best for you or your team.

HarareNext
5 Mar 2027 to 9 Mar 2027
USD 3,106Register
Johannesburg
13 Apr 2027 to 17 Apr 2027
USD 3,167Register
Victoria Falls
13 Jun 2027 to 17 Jun 2027
USD 3,229Register
Johannesburg
13 Jul 2027 to 17 Jul 2027
USD 2,982Register
Live Online
20 Jul 2027 to 24 Jul 2027
USD 3,170Register
Get in touch

Enquire about this course

Send us your details and one of our training advisors will get back to you with availability, pricing and group options.

Course

Building Customer Loyalty Through Service Innovation

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