Klarheit
Customer Service

Managing Difficult Customers and Service Recovery

Designed for busy professionals, Managing Difficult Customers and Service Recovery delivers practical, immediately usable skills in customer service.

3 daysClassroomOnlineIn House
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Overview

Managing Difficult Customers and Service Recovery 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.

Throughout the course, delegates test ideas against real organisational challenges, leaving with a practical action plan for improving customer service in their own workplace.

Course objectives

  • Design practical plans that put customer service frameworks into action.
  • Develop the tools and templates needed to support customer service in practice.
  • Strengthen stakeholder engagement and communication around customer service.
  • Lead initiatives that strengthen customer service across a team or organisation.
  • Coordinate cross functional efforts that depend on strong customer service.
  • Formulate metrics and KPIs to track progress in customer service.

Who should attend

  • HR and learning and development professionals supporting customer service initiatives
  • Professionals transitioning into customer service focused roles
  • Supervisors seeking to strengthen their customer service capability
  • Senior executives shaping organisational strategy around customer service

Course outline

Module 1: Foundations of Customer Service

  • Test assumptions through a structured risk assessment exercise
  • Identify common pitfalls and how to avoid them
  • Build a personal action plan for immediate use

Module 2: Planning and Implementation

  • Work through a short simulation exercise in pairs
  • Capture lessons learned and share them with the wider group
  • Map stakeholder needs and expectations for customer service initiatives
  • Work through practical exercises and small group discussion

Module 3: Stakeholder Engagement and Communication

  • Draft a short brief communicating customer service priorities to senior leadership
  • Set measurable goals and success criteria for the weeks ahead
  • Close with a personal commitment to three specific actions
  • Draft key performance indicators to monitor progress
  • Review recent research and thought leadership shaping customer service

Module 4: Risk, Governance and Compliance

  • Discuss how customer service varies across different sectors and regions
  • Practice using relevant tools, templates and checklists
  • Benchmark current practice against recognised industry standards

Module 5: Data, Metrics and Performance Measurement

  • Apply frameworks to a live workplace scenario
  • Diagnose a workplace scenario and propose a course of action
  • Consider how technology is reshaping customer service in practice
  • Debate the merits of competing approaches in an open forum

Module 6: Case Studies and Practical Application

  • Compare approaches used across different organisations
  • Evaluate the strengths and weaknesses of common customer service models
  • Explore the regulatory and compliance landscape relevant to customer service

Module 7: Action Planning and Implementation

  • Interpret data and metrics used to track customer service performance
  • Consider the ethical dimensions of decisions made in customer service
  • Review a checklist of quick wins to apply immediately after the course

Training methodology

  • Combines short input sessions with structured workshop activities.
  • Facilitated by practitioners with direct industry experience in the subject area.
  • Delivered through a blend of expert facilitation, structured input and interactive discussion.
  • Uses practical templates, checklists and tools that delegates can apply immediately.

Accreditation

Delegates who complete Managing Difficult Customers and Service Recovery 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
6 Aug 2026 to 8 Aug 2026
USD 2,191Register
Victoria Falls
26 Oct 2026 to 28 Oct 2026
USD 2,603Register
Johannesburg
4 Dec 2026 to 6 Dec 2026
USD 2,545Register
Harare
6 Dec 2026 to 8 Dec 2026
USD 2,268Register
Live Online
17 Feb 2027 to 19 Feb 2027
USD 1,710Register
Get in touch

Enquire about this course

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Course

Managing Difficult Customers and Service Recovery

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