CATHSSETA: Customer Service Excellence Level 4

Master advanced customer service skills to enhance client satisfaction and loyalty. Equip yourself with tools to tackle complex service challenges effectively.

Interested in this course? Email us at [email protected]

Customer Service Excellence Programme

Stand Out in the Service Industry with Skills That Delight and Retain Customers

Accredited | NQF Level 4 | 24 Credits | $225

Are you tired of…

Dealing with unhappy or difficult customers and not knowing how to handle them?
Watching other service professionals get promotions and praise while you’re overlooked?
Feeling like your basic customer service skills aren’t enough anymore?
Struggling to meet the expectations of international guests or culturally diverse clients?
Wondering how to create loyal customers who come back and refer others?

You’re not alone.

In today’s service-driven economy, just being “nice” isn’t enough.

South Africa’s booming tourism and service industries demand professionals who can deliver exceptional, memorable service — consistently.

This accredited Customer Service Excellence programme gives you the advanced skills you need to thrive, whether you work in hospitality, tourism, travel, guiding, conservation, sport and recreation, the public service, or even volunteer roles.

Course curriculum

1. How to start the process
  FREE PREVIEW
2. Application Form - Please complete:
  FREE PREVIEW
1. Welcome
  FREE PREVIEW
2. Introduction to the Programme
  FREE PREVIEW
3. Introduction to the facilitator
  FREE PREVIEW
4. Purpose and Objectives of the Course
5. Structure of the Programme
6. CATHSSETA LEARNER GUIDE LEVEL 4
7. WORKPLACE GUIDE
8. WORKPLACE GUIDE: A WORD FROM THE FACILITATOR
9. VIDEO FOR STUDIES: Creating lasting impressions
1. LESSON UNIT 1: OVERVIEW OF CUSTOMER SERVICE
2. ACTIVITY: Know your customers
3. ACTIVITY: Dominant Customer Styles
4. ACTIVITY: Anticipate Customer Needs
5. ACTIVITY: Moments of Truth
6. ACTIVITY: Customer Service Across Fields
7. Learning Unit Summary
1. LESSON: Make a Booking
2. ACTIVITY: Booking requests
3. ACTIVITY: Daily Planning
4. ACTIVITY: Establish Credit Details
5. ACTIVITY: Registration Records
6. ACTIVITY: Guest Information Distribution
7. ACTIVITY: Organised and Efficient
8. Learning Unit Summary
1. LESSON: Customer Service Process
2. ACTIVITY: My Customer Greeting Skills
3. ACTIVITY: Personal Customer Greeting
4. ACTIVITY: Booking Details
5. ACTIVITY: Hotel Arrivals
6. ACTIVITY: Knowledge of Organisation Facilities and Services
7. ACTIVITY: Personal Knowledge of Facilities & Services
8. ACTIVITY: Promote Facilities and Services Verbally and Visuallly
9. ACTIVITY: Alternative Services
10. ACTIVITY: Confidential Information
11. ACTIVITY: Referring guests
12. Learning Unit Summary
1. LESSON: Book External Services
2. ACTIVITY: Knowledge and Accurate information on External Services
3. ACTIVITY: Information on External Services and Service Providers
4. ACTIVITY: List of external services
5. ACTIVITY: Unexpected Situations
6. ACTIVITY: Research on city; book services
7. Let's watch a video: Create lasting impressions
8. Copy of Learning Unit Summary
1. LESSON: Service Recovery
2. WATCH A VIDEO: Create lasting impressions. Watch the guests by the pool
3. ACTIVITY: What is the customer worth?
4. ACTIVITY: Personal bad experience
5. ACTIVITY: CASE STUDY: Bad and good customer experiences
6. ACTIVITY: What if/ Then
7. ACTIVITY: Customer types and appropriate action
8. ACTIVITY: Importance of customer feedback
9. ACTIVITY: Areas of improvement
10. ACTIVITY: Create a plan to improve customer care
11. ACTIVITY: Handling scenes with angry customers
12. Learning Unit Summary
1. LESSON UNIT 1: ISSUES RELATING TO DIVERSITY
2. ACTIVITY: Constitution's Impact on work and customer service
3. ACTIVITY: Primary and secondary dimensions of diversity
4. ACTIVITY: Identify people in various diversity groups
5. ACTIVITY: Self-Test on diversity
6. ACTIVITY: Identify Cultural Groups
7. VIDEO ON STEREOTYPING: THANDI
8. ACTIVITY: Stereotyping: Thandi
9. ACTIVITY: Discriminatory words and phrases
10. ACTIVITY: Perception Generalisation and Assumption
11. Copy of Learning Unit Summary
1. LESSON UNIT 1 : Diversity and Stereotyping
2. ACTIVITY: Identify your customers
3. ACTIVITY: Cultural groups provided with service
4. ACTIVITY: I am aware of the importance of accommodating diversity and special needs in a service
5. LESSON: FOOD CULTURES OF SOUTH AFRICA - THE DIVERSITY
6. LESSON ON PRONUNCIATION: Food Cultures of South Africa
7. LESSSON UNIT 2: ACCOMMODATING DIVERSITY
8. Activity: Customer Diversity at Events
9. Learning Unit Summary
1. LESSON UNIT 1: INFORMATION ABOUT SOUTH AFRICA - INTRODUCTION
2. LESSON UNIT 1 (a): SOUTH AFRICA'S DEMOGRAPHICS
3. Activity: Questions on population
4. LESSON UNIT 1 (b): SOUTH AFRICA'S ECONOMY
5. Activity: Questions on SA Economy
6. LESSON UNIT 1 (c): SOUTH AFRICA'S INFRASTRUCTURE
7. Activity: Questions on SA Infrastructure
8. LESSON UNIT 1 (d): SOUTH AFRICA'S INSTITUTIONS
9. Activity: SA Institutions
10. LESSON UNIT 1 (e): SOUTH AFRICA'S CULTURAL AND NATURAL HERITAGE
11. Activity: SA Cultural Heritage
12. Activity: SA Natural Heritage
13. Activity: Maintaining a Natural Habitat
14. LESSON UNIT 1 (f): SOUTH AFRICA'S TOPOGRAPHY, CLIMATE AND PROVINCES
15. Activity: Topography and Climate of South Africa
16. LESSON UNIT 2: ADVISE TOURISTS ON APPROPRIATE BEHAVIOUR
17. Activity: Protocol at ReligIous Sites
18. Activity: Personal Security of Tourists
19. Learning Unit Summary
1. LESSON UNIT 3: SUGGEST AND RECOMMEND ALTERNATIVE ARRANGEMENTS
2. Activity: Compensation for closure or cancellations
3. Activity: Information Board for guests
4. Video: Guests Reminiscing about their SA holiday
5. Learning Unit Summary
1. Workplace Guide
2. WORKPLACE GUIDE: A WORD FROM THE FACILITATOR
1. Continue on to your final Summative Assessment Activity

About this course

$25.00
105 lessons
8 hours of video content

Programme Overview

Accredited Skills Programme:

CUST/ServProgr/4/0095 Customer Service Programme (NQF Level 4, 24 Credits)
Duration:

Self-paced, blended or in-person (based on delivery model)
Assessment:

Portfolio of Evidence | Moderated by CATHSSETA ETQA standards
Recognition:

Recognition of 24 credits toward relevant Qualification: Unit Standards addressed - US 8480 - Introduce South Africa to Tourists | US 7789 - Provide Customer Care | US 7710 - Deal with arrival of Customers | US 7703 - Provide Customers with Information and Book External Services | US 260178 - Relate Diversity to Customer Service
Prerequisites:

None

Why Choose This Programme?

Nationally recognised and accredited
Designed for real-world application
Boosts your CV and employability
Enhances your cultural awareness and professionalism
Empowers you to handle any customer, from any background
Makes you a service excellence leader in your organisation

Social proof: testimonials

““The difference between ordinary and extraordinary service is training like this. It helped me go from being a receptionist to a front-office manager in under a year!””

Thabo M., Hospitality Graduate

Invest in Your Service Superpower — For Just $225

Whether you're looking to get promoted, stand out to employers, or deliver a world-class experience to every customer who walks through your door — this programme is your next step.

Ready to Become the Service Pro Everyone Remembers?

Secure your spot today and transform your customer service career.

Enroll today