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DTSTART;VALUE=DATE:20260915
DTEND;VALUE=DATE:20260920
DTSTAMP:20260202T134527Z
CREATED:20241001T220000Z
LAST-MODIFIED:20260202T134527Z
UID:10053228-1789430400-1789862399@basatraining.com
SUMMARY:Advanced Excellence in Customer Service Course
DESCRIPTION:Advanced Excellence in Customer Service Course\nWhy Attend\nIn this advanced course we cover all the most important elements of service any person involved in direct interactions with customers should know and apply. From the necessary behavioral and communication skills to the right attitude and including specific methods to analyze and improve the service provided\, we cover it all in a straightforward and effective manner that will help participants ensure customer satisfaction and delight in the most challenging situations. \n\nCourse Methodology\nSeveral methodologies are used in this course. In addition to brief presentations by the consultants\, we use case studies\, self-awareness exercises\, exercises to practice some of the methods learned during the course\, video clips and role plays. \n\n\nCourse Objectives\nBy the end of the course\, participants will be able to: \n\nExplain the importance of customer service in a competitive environment\nDefend the vital role internal customers play and show that their satisfaction is key for the success of an organization\nPractice the techniques of managing customer expectations and delighting customers\nProvide better\, faster service and increase customer satisfaction\nRecognize early signals of customer irritation and respond appropriately in order to quickly find a workable solution to the problem\n\n\n\nTarget Audience\nCustomer service representatives\, technical and support personnel\, field service representatives\, account managers\, credit and billing specialists as well as managers who want customer service training in order to reinforce their skills and train their staff. \n\n\nTarget Competencies\n\nCustomer orientation\nSelf confidence\nPersonal accountability\nPersuading others\nEmpathic outlook\nEmotional control\n\nOutline\n\n\nDefinitions and concepts\n\n\n\nQuotations on customer service\nService definitions\nQuality service requirements\nSome interesting numbers\nCost of bad customer service\nCustomer care foundations\nLearning from the best\nAdditional comments about service\n\n\n\nInternal customer service\n\n\n\nIdentifying internal and external customers\nA final definition\nElements of service\nCustomer requirements\nFoundation of great service people\nThe links in the service-profit chain\nInternal customer service\n\n\n\nManaging customer expectations\n\n\n\nThe Importance of customer expectations\nPerceived service quality\nWhat to say and what not to say\nCalming upset customers\n12 tips for calming upset customers\nComments you should avoid\nManaging customer expectations\n‘RATER’ in real life\nThe Service Quality (SQ) factors\nFlying over customers’ rising expectations\nThe customer loyalty ladder\nRole-plays and exercises on dealing with different personality styles\n\n\n\n\n\n\n\nEffective communication skills for handling customers\n\n\n\nEffective communication\nVerbal communication with customers\nActive listening\nEffective listening skills\nPhone etiquette\n\n\n\nProfessional behavior with customers\n\n\n\nThe power of behavior\nPrinciples of effective behavior\nHow to behave professionally with the customer\nHistory of communication\nInteresting study\nInterpreting non verbal communication\nThe right behavior with the customer\nThe wrong behavior with the customer\nTypes of behavior\nAssertive\, passive and aggressive behavior\nVerbal and non verbal components of communication styles\n\n\n\nDealing with difficult customers\n\n\n\nDealing with different personality types\nTypical customer personality types\nService recovery\n\n\n\nEvent Coordinated by BASA Training \nYou can also visit our Online Courses Website Excel Elearning \nYou can also get an affordable ebook on ebooksnest.com \n\n\n\n\n\nRegistration Form\nPlease enable JavaScript in your browser to complete this form.Please enable JavaScript in your browser to complete this form.		\n			Line Phone Venue\n			\n		\n		Applicant Details *FirstLastEmail *EmailConfirm EmailPhone Number *Course Type *--- Select Choice ---CertificationsAccounting and FinanceAdministrationAuditing and GovernanceBankingBusiness Continuity and Crisis ManagementCommunication and Writing SkillsConferenceCustomer ServiceData Analytics and Artificial IntelligenceData Management and Business IntelligenceDigital Innovation and TransformationGovernment and Public SectorHuman Resources and TrainingInsurance and Financial ServicesInterpersonal Skills and Self DevelopmentIT Management and Cyber SecurityLeadership and ManagementManagementPlanning and Strategy ManagementProject ManagementPublic RelationsQuality and ProductivityRisk and ComplianceSafety and EnvironmentSecurity ManagementSelect the correct course category (typically found below in the course details)Course Name *Course VenuePretoria\, South AfricaDurban\, South AfricaCape Town\, South AfricaKigali\, RwandaHarare\, ZimbabweDubaiAdditional InformationOrganization Name *AddressAddress Line 2 *FirstLastAddress Line 3 *FirstLastOrganization Contact DetailsFirstLastNumber of Participants from organization\n\n\n\n	Participants: 1\nUse the slider to chose whether you want to register only 1 or 10 participantsAdditional Participants detailsSubmit
URL:https://basatraining.com/course/advanced-excellence-in-customer-service-course/2026-09-15/
LOCATION:Pretoria\, 484 Hilda St\, Hatfield\, Pretoria\, Gauteng\, 0083\, South Africa
CATEGORIES:Customer Service
ATTACH;FMTTYPE=image/jpeg:https://basatraining.com/wp-content/uploads/2025/07/dsddsderee-UbQQJA.jpg
ORGANIZER;CN="BASA":MAILTO:info@basatraining.com
END:VEVENT
BEGIN:VEVENT
DTSTART;VALUE=DATE:20260922
DTEND;VALUE=DATE:20260927
DTSTAMP:20260202T124743Z
CREATED:20241001T220000Z
LAST-MODIFIED:20260202T124743Z
UID:10049315-1790035200-1790467199@basatraining.com
SUMMARY:The Customer Complaint System: Service Improvement
DESCRIPTION:The Customer Complaint System: Service Improvement\nWhy Attend\nThis specialized course tackles the issue of customer complaints by focusing on its two components: the behavioral aspect related to the individual employee who deals face to face with the complainant\, and the systems or procedural aspect related to how the organization should process a complaint\, every step of the way\, from the moment it is raised to its conclusion. \nRelying on ISO 10002 guidelines and other international best practices\, the course also covers the necessary preparations an organization must go through in terms of culture development and openness before it can hope to benefit from complaints\, recover complaining customers\, improve internal processes and achieve new heights in customer satisfaction. \n\nCourse Methodology\nIn addition to short presentations by the consultant and the resulting written or oral questions that are debated by the group\, this course relies on case studies\, exercises and the design of procedures and forms by work teams as well as role plays. \n\n\nCourse Objectives\nBy the end of the course\, participants will be able to: \n\nDefend the vital role of a customer complaints management system in enhancing organizational performance\nDemonstrate how a properly trained employee handles\, step-by-step\, complaining customers\, gains their confidence and gratitude and secures their satisfaction\nImplement a customer feedback system that will maximize customer satisfaction and retention\nManage every phase of the complaint handling process from preparation to closing including receipt\, analysis\, escalation\, tracking\, and all internal and external communication\nFormulate relevant key performance indicators to assess and audit complaint systems\n\n\n\nTarget Audience\nCustomer complaint system managers and staff\, customer service managers and staff\, as well as managers and staff of support departments such as HR and IT\, that provide services to other departments (internal customers) in the organization. \n\n\nTarget Competencies\n\nCustomer orientation\nEmpathic outlook\nEmotional control\nMeeting standards\nSystems judgement\nOrganized workplace\nQuality orientation\n\nOutline\n\n\nIntroduction to understanding your customers\n\n\n\nInteresting facts and figures\nCustomer retention\nThe principal foundation of retaining and developing our customer base\nThe ‘PRIDE’ model for understanding customer needs\nService mix elements\nThe service quality model and service gaps\nManaging customer expectations\n\n\n\nIntroduction to complaints management\n\n\n\nThe importance of complaints\n‘Customer complaint’ definition\nCustomer satisfaction and customer loyalty\nThe ‘Kano’ model\nThe danger of ignoring complaints\nLevels of complaints\nSources of customer complaints\nTypes of Complaints\nComplaints handling: process and behavior\nDealing with customer complaints\n\n\n\nComplaints management standards and Complaints Handling Process (CHP)\n\n\n\nComplaints management standards – background\nLinkage to ISO 9001 process model\nISO 9001 and requirements for complaints management\nEssential elements of a complaints management system\nISO 10002 Structure\nScope and guiding principles\nThe complaints handling policy\nResponsibility and authority\n\nTop management\nManagement representative\nOther managers\nAll personnel in contact with customers\nAll other personnel\n\n\n\n\n\n\n\n\n\nPlanning and design\n\n\n\nObjectives of the CHP\nCustomer satisfaction\, linkages and alignment\nResource requirements\nCompetency requirements\n\n\nOperation and communication\n\nEssential elements\nReceiving\, recording and tracking\nAssessing\, investigating and closing\n\n\n\nMaintenance and improvement\n\n\n\nCollection of information\nSatisfaction with CHP\nMonitoring the CHP\nAuditing the CHP\nManagement review\n\n\n\nAssessing and monitoring a complaints management system\n\n\n\nQuotes on measures\nWhere do KPIs come from\nMetrics\, measures and Key Performance Indicators (KPIs)\nSome organizational Key Result Areas (KRAs)\nCriteria for ‘good’ KPIs\nAnalysis of complaints: root cause analysis\nPrioritizing problems\nFinding effective and efficient solutions\n\n\n\nEvent Coordinated by BASA Training \nYou can also visit our Online Courses Website Excel Elearning \nYou can also get an affordable ebook on ebooksnest.com \n\n\n\n\n\nRegistration Form\nPlease enable JavaScript in your browser to complete this form.Please enable JavaScript in your browser to complete this form.Applicant Details *FirstLastEmail *EmailConfirm EmailPhone Number *Course Type *--- Select Choice ---CertificationsAccounting and FinanceAdministrationAuditing and GovernanceBankingBusiness Continuity and Crisis ManagementCommunication and Writing SkillsConferenceCustomer ServiceData Analytics and Artificial IntelligenceData Management and Business IntelligenceDigital Innovation and TransformationGovernment and Public SectorHuman Resources and TrainingInsurance and Financial ServicesInterpersonal Skills and Self DevelopmentIT Management and Cyber SecurityLeadership and ManagementManagementPlanning and Strategy ManagementProject ManagementPublic RelationsQuality and ProductivityRisk and ComplianceSafety and EnvironmentSecurity ManagementSelect the correct course category (typically found below in the course details)Course Name *Course VenuePretoria\, South AfricaDurban\, South AfricaCape Town\, South AfricaKigali\, RwandaHarare\, ZimbabweDubaiAdditional InformationOrganization Name *AddressAddress Line 2 *FirstLastAddress Line 3 *FirstLastOrganization Contact DetailsFirstLast		\n			Phone Venue Applicant\n			\n		\n		Number of Participants from organization\n\n\n\n	Participants: 1\nUse the slider to chose whether you want to register only 1 or 10 participantsAdditional Participants detailsSubmit
URL:https://basatraining.com/course/the-customer-complaint-system-service-improvement/2026-09-22/
LOCATION:Pretoria\, 484 Hilda St\, Hatfield\, Pretoria\, Gauteng\, 0083\, South Africa
CATEGORIES:Customer Service
ATTACH;FMTTYPE=image/jpeg:https://basatraining.com/wp-content/uploads/2024/10/efeefereeeeeee-QWdj0E.jpg
ORGANIZER;CN="BASA":MAILTO:info@basatraining.com
END:VEVENT
BEGIN:VEVENT
DTSTART;VALUE=DATE:20260922
DTEND;VALUE=DATE:20260927
DTSTAMP:20260202T124937Z
CREATED:20241001T220000Z
LAST-MODIFIED:20260202T124937Z
UID:10049428-1790035200-1790467199@basatraining.com
SUMMARY:Essential Hospitality Skills for the Workplace
DESCRIPTION:Essential Hospitality Skills for the Workplace\nWhy Attend\nIn today’s fast-paced business world\, maintaining a culture of hospitality is essential for organizations to thrive. A hospitality culture revolves around the understanding that every interaction with a customer or stakeholder is a valuable opportunity to leave a positive impression\, foster long-lasting relationships\, and enhance employee morale and productivity. Organizations can build strong customer loyalty and create a positive reputation by instilling a genuine sense of hospitality. \nThis course aims to equip team members with the skills and knowledge necessary to establish a welcoming and hospitable work environment. It requires a commitment to excellence and a willingness to go above and beyond mere customer satisfaction. During the course\, participants will learn what it means to demonstrate excellence in hospitality. They will practice practical techniques and strategies to develop a customer-centric mindset and acquire essential behavioral skills to provide exceptional service. Additionally\, they will explore the connection between hospitality and customer retention and the role of effectively managing reward programs. \n\nCourse Methodology\nThe course methodology combines a blend of theoretical and practical learning tools tailored to meet participants’ day-to-day work needs and challenges. It is designed to be highly interactive\, experiential\, insightful\, and challenging\, incorporating various learning techniques such as presentations\, group discussions\, role-playing\, games\, and case studies. \n\n\nCourse Objectives\nBy the end of the course\, participants will be able to: \n\nDescribe the role of customer service in the pursuit of exceptional hospitality\nCultivate a customer-centric mindset that promotes a culture of excellence\nPractice desired hospitable qualities\, including effective communication\, managing expectations\, and handling difficult situations\nRecognize the skills required to build customer loyalty and enhance customer retention through hospitality\nHighlight the importance and effectiveness of customer reward programs\n\n\n\n\nTarget Audience\nManagers\, supervisors\, customer service staff\, and staff in departments who deal directly with external customers or whose job is to support other entities or employees inside the organization. \n\n\nTarget Competencies\n\nCultivating hospitality\nServing others\nCommunicating\nEmpathizing\nAdapting\nThinking creatively\n\nOutline\n\n\nHospitality in the Workplace\n\n\n\nIntroduction to hospitality in the workplace\nCreating a warm and welcoming atmosphere\nHospitality across industries\nKey principles of hospitality and service excellence\nCharacteristics of a first-rate hospitable employee\nCommon mistakes in hospitality\n\n\n\nAdopting a Culture of Excellence\n\n\n\nCreating a warm and friendly community\nConnection among community environments\nThe importance of hospitality in human relations\nStrategies for 5-star hospitality\nTraits of a welcoming culture\n\n\n\nHospitality and Behavioural Skills\n\n\n\nPrinciples of effective communication\nCommunication strategies adapted for different sectors\nCommon mistakes leading to miscommunication\nTop-notch qualities of a great hospitable employee\nHospitality through face-to-face\, virtual\, and written communication\n\n\n\n\n\n\n\nCustomer Retention through Hospitality\n\n\n\nCustomer centricity and its impact\nFour secrets of a good smile\nDisciplines for consistently great customer experiences\nHonouring customer complaints\nCapitalizing on the “moments of truth” across a customer journey\nTouchpoint-cycle model\n\n\n\nCustomer Reward Programs\n\n\n\nCustomer loyalty programs\nAligning loyalty programs with company values and goals\nPersonalized\, community impact\, and reward programs\nDeepening research on loyalty programs for various industries\nCreating a loyalty program to increase customer loyalty\, retention\, and advocacy\nSteps for building a communication loyalty program\n\n\n\nEvent Coordinated by BASA Training \nYou can also visit our Online Courses Website Excel Elearning \nYou can also get an affordable ebook on ebooksnest.com \n\n\n\n\n\nRegistration Form\nPlease enable JavaScript in your browser to complete this form.Please enable JavaScript in your browser to complete this form.		\n			Participants Line Details\n			\n		\n		Applicant Details *FirstLastEmail *EmailConfirm EmailPhone Number *Course Type *--- Select Choice ---CertificationsAccounting and FinanceAdministrationAuditing and GovernanceBankingBusiness Continuity and Crisis ManagementCommunication and Writing SkillsConferenceCustomer ServiceData Analytics and Artificial IntelligenceData Management and Business IntelligenceDigital Innovation and TransformationGovernment and Public SectorHuman Resources and TrainingInsurance and Financial ServicesInterpersonal Skills and Self DevelopmentIT Management and Cyber SecurityLeadership and ManagementManagementPlanning and Strategy ManagementProject ManagementPublic RelationsQuality and ProductivityRisk and ComplianceSafety and EnvironmentSecurity ManagementSelect the correct course category (typically found below in the course details)Course Name *Course VenuePretoria\, South AfricaDurban\, South AfricaCape Town\, South AfricaKigali\, RwandaHarare\, ZimbabweDubaiAdditional InformationOrganization Name *AddressAddress Line 2 *FirstLastAddress Line 3 *FirstLastOrganization Contact DetailsFirstLastNumber of Participants from organization\n\n\n\n	Participants: 1\nUse the slider to chose whether you want to register only 1 or 10 participantsAdditional Participants detailsSubmit
URL:https://basatraining.com/course/essential-hospitality-skills-for-the-workplace-2/2026-09-22/
LOCATION:Pretoria\, 484 Hilda St\, Hatfield\, Pretoria\, Gauteng\, 0083\, South Africa
CATEGORIES:Customer Service
ATTACH;FMTTYPE=image/jpeg:https://basatraining.com/wp-content/uploads/2024/10/sdsadsdss-O5RddZ.jpg
ORGANIZER;CN="BASA":MAILTO:info@basatraining.com
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