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Customer Experience and Service Recovery Excellence

Customers judge an organisation most harshly at the moment something goes wrong. Teams learn to design service journeys that hold up under pressure, take a complaint without flinching, and run a recovery well enough that the failure ends up as evidence the business can be trusted.

What you will be able to do

  • Map an end to end customer journey and identify the moments that most influence loyalty.
  • Diagnose the root causes of repeat complaints rather than treating each case in isolation.
  • Apply a structured recovery method that restores goodwill after a service failure.
  • Handle angry, distressed and unreasonable customers while protecting personal composure.
  • Explain customer rights under the Consumer Protection Act in plain language during a dispute.
  • Design a practical measurement approach that links service metrics to retention and revenue.

Course outline

  1. 01What customers actually value and why
  2. 02Journey mapping and moment of truth analysis
  3. 03Voice of the customer and complaint root cause analysis
  4. 04The service recovery conversation, step by step
  5. 05Managing difficult behaviour and emotional escalation
  6. 06Consumer rights and fair treatment in practice
  7. 07Measuring experience and proving the commercial return
  8. 08Building a service culture that survives busy periods

Who should attend

Customer service managers, client relationship consultants, branch and store managers, complaints handlers and service desk supervisors. It suits anyone accountable for how customers experience the organisation across walk in, telephone and messaging channels.

Dates, venues and fees

DatesVenueDaysFeeCalendar
17 to 21 Aug 2026Mozambique5US$1,800
24 to 28 Aug 2026Cairo5US$1,800
31 Aug to 4 Sep 2026Accra5US$1,800
7 to 11 Sep 2026Lusaka5US$1,800
14 to 18 Sep 2026Kigali5US$1,800
21 to 25 Sep 2026Nairobi5US$1,800
28 Sep to 2 Oct 2026Durban5R18,000
5 to 9 Oct 2026Johannesburg5R18,000
19 to 23 Oct 2026Mauritius5US$1,800
26 to 30 Oct 2026Dubai5US$1,800
2 to 6 Nov 2026Lagos5US$1,800
9 to 13 Nov 2026Harare5US$1,800
16 to 20 Nov 2026Kampala5US$1,800
23 to 27 Nov 2026Dar es Salaam5US$1,800
30 Nov to 4 Dec 2026Pretoria5R18,000
7 to 11 Dec 2026Cape Town5R18,000
21 to 25 Dec 2026Online5US$900

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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