Face-to-Face Training

Service Culture & Customer-Centric Leadership Program

Transforming Service into Loyalty, Excellence, and Unforgettable Customer Experiences

This course provides a comprehensive understanding of providing world-class customer service by focusing on understanding the customer’s needs and creating meaningful moments.

6th – 7th July 2026 Johannesburg - South Africa

REGISTRATION08:30 AM – 09:00 AM
MORNING SESSION09:00 AM – 01:00 PM
NETWORKING LUNCH01:00 PM – 02:00 PM
AFTERNOON SESSION02:00 PM – 05:00 PM
Secure Your Seat View Agenda
Customer Experience
Service Culture
ACTIVE
Loyalty Metrics OPTIMIZED ✓
Empathy & Care
Emotional Connect
Innovation
Problem Solving
Course Duration
2 Days
Format
Face-to-Face Training
Location
Johannesburg - South Africa
Certification
Certificate of Attendance
Core Focus
Customer Experience & Service Leadership
EXCELLENCE

Course Overview

This course provides a comprehensive understanding of providing world class customer service by focusing on understanding the customer’s needs and by creating meaningful moments—two essential elements of ensuring business success (profit) and satisfied, delighted clients that return.

Participants will learn how a “World Class Wow” approach to customer service works. They will explore strategies to consistently deliver world class standards, practice emotional connection, and operate from a “Values driven” foundation.

Through personal sharing, case studies and interactive exercises, attendees will develop skills to radically improve their customer service to world class standards with replicable and sustainable systems.

Key Learning Outcomes

✓

Self-Awareness & Empathy: Improve self-awareness, resilience, and empathy under pressure.

✓

Emotional Connection: Understand what emotional connection is and how to create it with customers.

✓

Signature Style: Develop a world-class signature service style that is replicable and sustainable.

✓

Team Leadership: Implement motivational techniques, rewards, and celebration for teams.

Why You Should Attend

Elevate your team's performance by mastering the principles of world-class customer service and emotional connection.

🌟

World-Class Standard

Learn how to build and sustain impeccable, world-class service standards within your organization.

💡

Customer Centricity

Gain tools to identify customer needs and frustrations, and provide solutions that delight.

❤️

Emotional Connection

Develop deep empathy and the proactive ability to anticipate customer needs before they arise.

📈

Resilience & Culture

Create a customer-first culture and design a personalized blueprint to deliver consistently.

AGENDA

Training Agenda

2-Day Intensive Face-to-Face Programme

Day 1
Foundations of World Class Customer Service
🏆
Session 1: The Why of Customer Service
  • Customer service as a competitive advantage.
  • The link between service, loyalty, and profitability.
  • Case studies from Disney, Zappos, and others.
Session 2: Seeing Through the Customer’s Eyes
  • Understanding the customer journey and moments of truth.
  • Emotional drivers of customer behaviour.
  • Activity: Map your own customer journey.
Session 3: Culture Before Scripts
  • Values-driven service & Empowerment vs rules.
  • Internal service equals external service.
  • Activity: Define “what great looks like” in your organisation.
Session 4: Creating Emotional Connection
  • Making customers feel seen, heard, and valued.
  • Turning ordinary interactions into magic moments.
  • Reflection: “How do we want customers to feel?”
Day 2
Delivering Happiness in Action
😊
Session 1: Hiring, Attitude, and Ownership
  • Skills can be trained, attitude cannot.
  • Ownership mentality.
  • Taking responsibility instead of passing the buck.
Session 2: Handling Complaints with Confidence
  • Complaints as opportunities.
  • Responding with empathy, speed, and care.
  • Role Play: Turning angry customers into loyal fans.
Session 3: Empowerment, Problem Solving
  • Encouraging initiative and solving problems in the moment.
  • Creating freedom within boundaries.
Session 4: Sustaining a Service Culture
  • Leading by example & Recognition and celebration.
  • Measuring what matters.
  • Small daily actions that create big impact.
08:30 – 09:00 amRegistration & Coffee
09:00 – 11:00 amCourse Session 1
11:00 – 11:30 amNetworking Break
11:30 – 01:00 pmCourse Session 2
01:00 – 02:00 pmLuncheon
02:00 – 03:00 pmCourse Session 3
03:00 – 03:30 pmNetworking Break
03:30 – 05:00 pmCourse Session 4

Who Should Attend?

This course is designed for anyone who deals with customers in their day-to-day role and needs strategies to delight them.

  • 🎧
    Customer Service & Call Centre Staff front-line brand ambassadors.
  • 🛍️
    Retail & Sales Staff building direct loyalty with consumers.
  • 🏨
    Hospitality Staff aiming to create magical customer moments.
  • 👔
    Managers of Customer Facing Staff driving a values-based service culture.

Course Deliverables

Everything you need to lead a world-class customer service team

  • 🎓
    Certificate of Attendance

    Official recognition of your customer service leadership training.

  • 📚
    Digital Course Materials

    Soft copies of all training resources and case studies.

  • ⚙️
    Practical Blueprints

    Techniques for creating an emotional connection and handling complaints.

FAQ

Frequently Asked Questions

A 2-day interactive course designed to teach leaders and staff how to transform ordinary customer interactions into unforgettable experiences, building a 'World Class Wow' service culture.

Customer service staff, call centre agents, retail and hospitality staff, sales teams, and managers of any customer-facing personnel.

It is a methodology that focuses on creating emotional connections, operating from a values-driven foundation, and solving customer problems with empathy to generate long-term loyalty.

Internal service equals external service. An empowered, values-driven team that takes ownership of their roles directly translates to better, more empathetic customer experiences.

Investment & Registration

Event Code: CS-CSSQE-010  |  6th – 7th July 2026  |  Johannesburg - South Africa

1 Delegate

USD 1,295

Per delegate

Group

USD 995

2 to 4 delegates

Per delegate · Best Value

Corporate

USD 795

5 or more

Per delegate · All pricing excl. taxes

Enrollment Application

Payment is required within 5 working days of receiving the invoice. For 5+ delegates, contact us directly at training@corsol.net