A full-day programme that moves customer-facing professionals from service to excellence, delivered on-site in Cape Town and anywhere else in South Africa your teams sit, built on psychology, not scripts.
Winner of Best Customer Experience Training Specialists 2026 (MEA African Excellence Awards) and Customer & Employee Experience Training Specialists of the Year 2025 (MEA Business Awards).
For customer-facing teams whose service feels scripted instead of genuine. This course explores the psychological hungers needed for relationships to thrive, ego states, recognising and neutralising difficult customers, developing effective listening skills, and implementing the steps to customer excellence.
By the end of the day, participants are customer-focused professionals capable of delivering exceptional experiences that drive customer loyalty and business results.
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Clive Vanderwagen is based in Cape Town and delivers this programme on-site, at your offices, for financial services, hospitality, retail, tech and education teams across South Africa. Each programme runs as a full-day, in-person workshop, backed by short pre-work and follow-up team leader coaching so the learning doesn't evaporate the week after everyone's back at their desks.
In February 2025 we ran this programme for the claims and underwriting teams of a flagship product inside a major South African financial services group, two full-day workshops delivered in person across Cape Town and Johannesburg to 117 delegates.
In the four months that followed, the underwriting team's average NPS score rose from 10.16% to 23.73%, an increase of 13.57 percentage points. Promoter responses rose from an average of 46.11% to 54.18%, an increase of 8.07 percentage points. The claims team's NES score improved by 3.01% over the same period, with Promoter responses across the claims value chain averaging 76.41%.
Those are the numbers a service desk actually gets judged on: not how the training felt on the day, but whether customers started saying yes more often afterwards.
Customer service isn't just about speed. It's about safety. We train your staff to respond with empathy, build loyalty, and create experiences people remember - measured in improved CSAT scores and client retention, not just better moods.
Tell us what your customers are experiencing right now and we'll tell you honestly whether we can shift it.
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