Create memorable experiences that get your customers raving about you
6 Hours
Cohort-based
On-site/virtual
Cape Town · Johannesburg · Durban
Across 8 practical modules
Learn alongside peers from your industry
Flexible delivery across South Africa
Tailored for your role and context
Seven modules covering the full channel management lifecycle, from fundamentals through to strategic influence.
Clarifies the difference between customer service and customer experience, and introduces the behaviours and pillars behind meaningful customer interactions.
Shows how to individualise each interaction by greeting well, building rapport, understanding circumstances and making customers feel valued.
Builds the listening, ownership and emotional response skills needed to show customers they are understood and prioritised.
Focuses on making customer interactions easier through clear instructions, fewer steps, shorter waits and proactive guidance.
Covers accurate expectation setting, timely responses, plain language, promise fulfilment and feedback throughout the customer journey.
Shows how to handle issues with sincerity, urgency and ownership while defusing conflict and giving customers workable options.
Focuses on acting in the customer’s best interests through competence, transparency, honesty and doing what you say you will do.
Builds practical communication habits across phone, email, WhatsApp and internal follow-up so customer information is clear and actionable.
Based on the latest insights from neuroscience and psychology, learn how to build meaningful connections that are so powerful, not only do customers want to stay with you, they will tell others how great you are.
According to a recent study by KPMG, companies that deliver great customer experiences not only earn more revenue, but achieve twice the profit margin. Delivering high-impact customer experiences requires a specific set of skills and approaches.
Customer service is not enough — people need to know you care.
For anyone who is customer facing or responsible for managing customer-facing teams
It was really enlightening to think about things that you deal with on a daily basis in a different light and how a different approach can have a massive impact on the outcome.
