Klarheit
Customer Service

Customer Service Excellence and Complaint Handling

Customer Service Excellence and Complaint Handling combines proven frameworks with hands on practice to strengthen capability in customer service.

5 daysClassroomOnlineIn House
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Overview

Customer Service Excellence and Complaint Handling responds to a clear need across business & management, for professionals who can apply sound customer service practice under real world conditions. The programme is structured to build capability step by step, from foundational concepts through to applied practice.

Participants benefit from facilitator feedback, peer discussion and a set of practical resources they can rely on long after the programme ends, strengthening their standing in customer service.

Course objectives

  • Strengthen stakeholder engagement and communication around customer service.
  • Design practical plans that put customer service frameworks into action.
  • Formulate metrics and KPIs to track progress in customer service.
  • Review emerging trends shaping the future of customer service.
  • Apply core customer service principles and best practice to real workplace challenges.
  • Coordinate cross functional efforts that depend on strong customer service.
  • Assess risk and compliance considerations relevant to customer service.
  • Analyse case studies to draw out lessons relevant to customer service.

Who should attend

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

Course outline

Module 1: Foundations of Customer Service

  • Evaluate the strengths and weaknesses of common customer service models
  • Examine real world case studies and lessons learned
  • Draft key performance indicators to monitor progress

Module 2: Case Studies and Practical Application

  • Discuss how customer service varies across different sectors and regions
  • Apply frameworks to a live workplace scenario
  • Walk through a step by step implementation checklist
  • Capture lessons learned and share them with the wider group
  • Identify early warning signs of common project or process failures

Module 3: Data, Metrics and Performance Measurement

  • Consider how technology is reshaping customer service in practice
  • Close with a personal commitment to three specific actions
  • Work through a short simulation exercise in pairs
  • Interpret data and metrics used to track customer service performance

Module 4: Planning and Implementation

  • Diagnose a workplace scenario and propose a course of action
  • Unpack a short reading and relate it back to daily practice
  • Debate the merits of competing approaches in an open forum

Module 5: Action Planning and Implementation

  • Discuss current trends and the future direction of customer service
  • Consider the ethical dimensions of decisions made in customer service
  • Review key concepts and terminology used in customer service
  • Practice using relevant tools, templates and checklists
  • Compare approaches used across different organisations

Training methodology

  • Concludes with individual action planning to embed learning back at work.
  • Delivered through a blend of expert facilitation, structured input and interactive discussion.
  • Facilitated by practitioners with direct industry experience in the subject area.
  • Includes hands on exercises, group work and peer to peer learning.

Accreditation

Delegates who complete Customer Service Excellence and Complaint Handling 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.

Victoria FallsNext
3 Jan 2027 to 7 Jan 2027
USD 3,266Register
Harare
16 May 2027 to 20 May 2027
USD 3,676Register
Live Online
4 Jul 2027 to 8 Jul 2027
USD 3,030Register
Johannesburg
13 Jul 2027 to 17 Jul 2027
USD 3,852Register
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Course

Customer Service Excellence and Complaint Handling

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