Customer Service and Communication Skills Courses (South Africa)

Core Courses:

1. Introduction to Customer Service

2. Communication Skills

3. Conflict Resolution

4. Customer Relationship Management

5. Telephone Etiquette

6. Email and Written Communication

7. Time Management and Productivity

8. Cultural Diversity and Awareness

Specialized Courses:

1. Customer Service Certification

2. Sales and Customer Service Certification

3. Call Centre Operations Certification

4. Customer Relationship Management (CRM) Certification

5. Communication and Interpersonal Skills Certification

6. Conflict Resolution and Negotiation Certification

7. Telephone Skills Certification

8. Customer Complaint Handling Certification

Advanced Courses:

1. Advanced Customer Service Techniques

2. Customer Service Leadership

3. Strategic Communication

4. Emotional Intelligence

5. Customer Journey Mapping

6. Service Recovery and Retention

7. Customer Feedback and Survey Analysis

8. Digital Communication and Social Media

Industry-Specific Courses:

1. Hospitality Customer Service Certification

2. Healthcare Customer Service Certification

3. Financial Services Customer Service Certification

4. Retail Customer Service Certification

5. Telecommunications Customer Service Certification

6. Government Customer Service Certification

7. Education Institution Customer Service Certification

8. Non-Profit Organization Customer Service Certification

Software-Specific Courses:

1. CRM Software (e.g., Salesforce, Zoho)

2. Customer Service Software (e.g., Freshdesk, Zendesk)

3. Communication Tools (e.g., Slack, Microsoft Teams)

4. Email Management Software (e.g., Gmail, Outlook)

5. Social Media Management Software (e.g., Hootsuite, Sprout Social)

Certification Levels:

1. Basic Customer Service Certification (3-6 months)

2. Intermediate Customer Service Certification (6-12 months)

3. Advanced Customer Service Certification (1-2 years)

4. Expert Customer Service Certification (2+ years)

Target Audience:

- Customer service representatives

- Sales professionals

- Call centre agents

- Managers and supervisors

- Entrepreneurs and small business owners

Benefits:

- Enhanced customer service skills and knowledge

- Improved communication and interpersonal skills

- Developed skills in industry-standard software and technologies

- Increased understanding of customer needs and expectations

- Certification recognized by employers and industries

Additional Advanced Courses:

1. Certified Customer Service Professional (CCSP)

2. Certified Sales and Customer Service Professional (CSCSP)

3. Certified Communication Specialist (CCS)

4. Certified Conflict Resolution Specialist (CCRS)

5. Certified Customer Experience Manager (CCEM)

Certification Bodies:

1. South African Customer Service Association (SACSA)

2. International Customer Service Institute (ICSI)

3. National Customer Service Association (NCSA)

4. American Customer Service Association (ACSA)

5. Customer Service Institute of South Africa (CSISA)

Government Initiatives:

1. National Department of Public Service and Administration (DPSA) Customer Service Training Program

2. South African Government Customer Service Support Program

3. Department of Small Business Development (DSBD) Customer Service Initiative

4. Small Enterprise Development Agency (SEDA) Customer Service Program

5. Technology Innovation Agency (TIA) Customer Service Support Program

Institutions Offering Customer Service Courses:

1. University of Cape Town (UCT) - Department of Business Science

2. University of Witwatersrand (Wits) - School of Business

3. Nelson Mandela University (NMU) - Department of Business Management

4. University of Johannesburg (UJ) - Faculty of Economic and Financial Sciences

5. Cape Peninsula University of Technology (CPUT) - Department of Business

6. Tshwane University of Technology (TUT) - Department of Business

7. International Business School (IBS)

8. The Customer Service Academy.