Customer Service Training

"80% of CEOs think that their companies offer a superior customer experience, but only 8% of their customers agree" -- Bain and Company

Despite proclaiming that customers are their most important assets, companies are still finding it difficult to exhibit the type of behaviours that will lead to  increased customer service level that  leads to customer satisfaction and ultimately to customer loyalty towards a company, its brands, products or services.

Superb customer service plays an important role in an organization's ability to acquire and retain customers, generate sustained profits, and strengthen its reputation.

Understanding the fundamentals of customer service will help organisations not only to differentiate themselves from their competitors; but  this will also ensure improved financial performance.

This course aims at equipping you with the necessary tools to delight your customers and to ultimately generate customer loyalty and sustained profits for your company.

At the end of this course, you will be able to:

  • Identify the right behavioural triggers that lead to customer delight
  • Ensure that your attention is focused on the right key  customer service areas, measured by the right key performance indicators which will deliver the most value to your customers and your company
  • Deliver a level of customer service that  does not just meet but also exceeds your customers' expectations.  
  • Understand the impact of poor customer service on your brand.

The course format will comprise:

  • Individual reading and preparation
  • Formal interactive lectures
  • In-class discussion of readings and case studies
  • Guest lecturers who are industry specialists.
ProgrammeDateDeadline For Registration
Fundamentals Of Customer Service (FCS01)15 January 201513 January 2015Register Now
Fundamentals Of Customer Service (FCS02)16 January 201514 January 2015Register Now

Venue : Sandton, Johannesburg - South Africa

  • Dr. Nathalie Chinje is the Founder and Director of Upbeat marketing, a marketing consultancy based in Johannesburg, South Africa which offers such services as consulting, training and business development to companies with a pan-African vision. She has 13 years practical experience in marketing acquired as an independent consultant and corporate employee. She has consulted to companies across these three industries; namely telecommunications, Retail/FMCG and Financial services. These companies have included, amongst other, Telkom mobile, MTN Group, Edcon group, Standard Bank, Metropolitan, SAB Miller and Tiger Brands-just to name a few.  Further, Ms. Chinje currently serves on the Advocacy and Communication Committee of the South African Qualifications Authority (SAQA) Board.

  • Dr. Chinje also serves as the Executive Director for WeConnect International South Africa, a corporate-led non-profit that empowers women business owners to succeed in local and global markets.

  • Dr. Chinje graduated from the University of Stellenbosch business school in South Africa with a Master in Business Administration (MBA) Degree. She is a Chartered Marketer and also holds a Bachelor of Business Administration (BBA) Degree in Marketing and Communications from the Institute of Marketing Management (IMM).

  • Dr. Chinje holds a PhD from Wits Business School in Johannesburg, South Africa. As part of her PhD programme, she spent a year as an International visiting scholar, first at the HEC-Montreal in Canada and then at Stern School of Business at New York University (NYU) in the USA. Further, she is a faculty member at Wits Business School and Duke Corporate Education, South Africa where she teaches marketing and customer centricity.

  • Dr. Chinje is a member of these associations:
  • Academy of Marketing Sciences, USA
  • The Southern Africa Institute of Management Scientists (SAIMS)
  • Marketing Association of South Africa (MASA)