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Frontline Customer Service Excellence

The people who greet customers at the counter, the till and the reception desk shape how a South African business is judged every single day. This programme builds the mindset and practical skills frontline staff need to serve with warmth, handle difficult moments calmly, and turn ordinary interactions into reasons for customers to come back.

Ready to book? Secure your place on this programme.

Register for this course

What you will be able to do

  • Describe the behaviours that create a positive impression at every customer contact.
  • Communicate clearly and warmly with customers from diverse backgrounds and languages.
  • Listen actively to understand what a customer really needs before responding.
  • Stay calm and professional when dealing with frustrated or angry customers.
  • Resolve everyday complaints within their authority and know when to escalate.
  • Take ownership of the customer experience across a busy shift or day.

Course outline

  1. 01Why frontline service shapes the brand
  2. 02Creating a positive first impression
  3. 03Communicating across languages and cultures
  4. 04Active listening and understanding needs
  5. 05Staying calm with difficult customers
  6. 06Resolving everyday complaints
  7. 07Knowing when and how to escalate
  8. 08Owning the experience through the day

Who should attend

Frontline staff including counter and till operators, receptionists, tellers, waiters and any employee who deals directly with customers in person or by phone.

Dates, venues and fees

DatesVenueDaysFeeCalendarRegister
15 to 16 Oct 2026Johannesburg2R10,000Register
19 to 20 Oct 2026Cape Town2R10,000Register
20 to 21 Oct 2026Durban2R10,000Register
21 to 22 Oct 2026Pretoria2R10,000Register
22 to 23 Oct 2026Windhoek2US$1,100Register
26 to 27 Oct 2026Gaborone2US$1,100Register
27 to 28 Oct 2026Maseru2US$1,100Register
28 to 29 Oct 2026Mbabane2US$1,100Register
29 to 30 Oct 2026Lusaka2US$1,100Register
2 to 3 Nov 2026Harare2US$1,100Register
3 to 4 Nov 2026Lilongwe2US$1,100Register
4 to 5 Nov 2026Blantyre2US$1,100Register
5 to 6 Nov 2026Mozambique2US$1,100Register
9 to 10 Nov 2026Nairobi2US$1,100Register
10 to 11 Nov 2026Dar es Salaam2US$1,100Register
11 to 12 Nov 2026Kigali2US$1,100Register
12 to 13 Nov 2026Kampala2US$1,100Register
16 to 17 Nov 2026Accra2US$1,100Register
17 to 18 Nov 2026Lagos2US$1,100Register
18 to 19 Nov 2026Cairo2US$1,100Register
19 to 20 Nov 2026Mauritius2US$1,100Register
23 to 24 Nov 2026Dubai2US$1,100Register
24 to 25 Nov 2026Online2US$900Register

Fees are per delegate. South African venues are priced in rand; other locations and online in US dollars. Fees exclude 15% VAT where applicable. Group bookings of three or more delegates from the same organisation qualify for a reduced rate; contact us for a quotation.

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