Inhouse Training
Customer Service Excellence
How Much Business Are You Losing?
About the Programme
Today’s customer is savvy, informed, and expects more than just polite service—they want genuine care, quick solutions, and a seamless experience. Shockingly, more than 88% of customers who leave a company do so because of perceived indifference from staff.
This programme equips your team with the mindset, behaviours, and skills to consistently deliver memorable customer experiences. We focus on emotional intelligence, active communication, problem solving, and ownership—ensuring your staff become solution-driven brand ambassadors, not just problem passers.
Who Should Attend
• Any employee who interacts with customers (internal or external)
• Frontline staff in service-based or product-based environments
• Admin, operations, sales support, technical support, and helpdesk teams
• Anyone who influences customer satisfaction and retention
Programme Overview
This immersive programme transforms passive service providers into proactive problem-solvers. Key areas covered include:
• Why customers leave – The real reasons behind service failures
• The power of attitude: turning frustration into delight
• Developing a service mindset: everyone’s a brand ambassador
• Customer expectations vs reality – How to exceed them
• Listening to understand – not just to respond
• Building trust through empathy and ownership
• Handling difficult customers and complaints with calm professionalism
• Practical communication tools: tone, body language, word choices
• Internal customer service – how teams support one another
• Service recovery: how to win back unhappy customers
What You Will Get
8+ hours of lively, real-world training
• A practical and easy-to-use Customer Excellence Workbook
• A 6-week post-training support hotline for advice
• Personalised certificate of completion
• Proven tools and behaviours that can be applied immediately
• Renewed confidence, accountability, and enthusiasm
How We Train
• Interactive facilitation, not lectures
• Real scenarios, roleplays, and problem-solving challenges
• Peer learning, small group activities, and coaching
• Safe space for learners to practice and grow
• Facilitators focus on relevance and fun, ensuring high engagement and retention
Duration
• 1 Full Day Inhouse Workshop (8+ hours)
• Optional refreshers, team coaching, or service clinics available
Great service isn’t about scripts, it’s about attitude, empathy, and action. When your team consistently shows up with care and ownership, customer loyalty follows.
Stop losing business through indifference and start winning with service.
🔎 Don’t Just Take Our Word For It
Testimonials
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❝I enjoyed the course, very relevant information was covered that was beneficial to me. Relates not only to my work environment but in all areas of Life.❞
Nonthando HBZ BankMore... -
❝A huge thank you to The Peer Group for bringing a new aspect of professionalism and confidence to our sales executives. The Peer Training methodology will be used for the next 18 months to consolidate the training. All new staff will be inducted using Peer Training as the catalyst.❞
Katherine Lockheart National Buyer, Big BlueMore... -
❝The greatest benefit of Peer Training is we will use it as a springboard to alter the way KVM is managed. We have been too compliant, and our customers have suffered. There is a new wind that will deliver to our customers exactly what they pay for. Thank you for your delivery here, Clive and Peer Training Group.
❞David Percival Managing Director, KVMMore... -
❝The amazing hands-on approach, a smiling friendly, and very patient method of teaching that you are practicing shows. The warmth and efficiency as well as the hospitality shown by your staff deserves a special mention too as it would be an injustice not to do so.❞
Audrey Disang PA to CEO, Capital BankMore... -
❝Thank you so much, they have all come back so motivated, and full of ideas and the course went well beyond just answering the phone professionally. Looks like it was the best money I have spent in a while. I would certainly recommend the course to other companies.❞
Miranda Isaakidis Indulgence Spa ProductsMore... -
❝Great information. A lot of knowledge to implement. Go out there and shine. Very challenging for any role. I would recommend Peer Training Group to everyone I know.❞
Phindy & Victoria Kyalami EstatesMore... -
❝We just want to take the opportunity to thank you for the training that you have given us yesterday. It was a privilege to get to know the Peer Training Group and it is an honour to learn so many skills and techniques from you.❞
Sonja van Eeden Hilton HotelMore... -
❝The course was amazing, the best training I’ve had in my life.❞
Penny Peter Department of Economic Development and TourismRead more -
❝This course was very good for everyone, not just the receptionist. From what I learned today, if my office would have this training, this would make life easy for everyone.❞
Nomuhle Wayne PlasticsMore... -
❝A huge thank you to the Peer Training Group for bringing a new aspect of professionalism and confidence to our frontline staff. Our staff gained massively from understanding and learning how to approach customers and now have the confidence to apply the tools they were taught during the training day. We will no doubt see and reap the benefits thanks to our new skills on how to give all our customers the most memorable experience.❞
Ines Kruger NetcareMore... -
❝Sales teams and managers from across the country attended sales training provided by The Peer Group. The training was focused on the necessity of drive and attitude (you in the sale) and sales skills (the sale in you) to be successful salespeople. Everyone enjoyed the training and commented on how beneficial it was. Now the challenge is to retain and measure the results, which we’ll do using the Peer Training System.❞
Gari Dombo Managing Director, Alexander ForbesMore... -
❝We have implemented various methodologies to empower our staff at all levels and found the results disappointing and short-lived. We have been using the democratic approach of Peer 2 Peer Sales Training for the last 18 months and to date the results have exceeded our expectations. We are on the path to developing a true Learning Culture within our companies.❞
Pierre Jordaan Unit Manager, Liberty LifeMore...

























