Customers want greater choice, speed of service, convenience and will not be “sold to” Companies that do not face up to these changes will lose market share. Explains how to exceed customer expectations at the front line, covering personal service, speed of delivery and the importance of service recovery

Key Objective

The key objective of this course is helping organizations, both big and small, become customer orientated.

Course Outline

  1. Introduction to Customer Service: This part introduces the concept of service quality and defines what this means to the customer.
  2. How managers need to drive and support a service strategy: This part will cover how to create a customer-focused organizational culture where a customer service strategy underpins how the organization conducts its business
  3. Listening to Customers: This area will outline the range of techniques for listening to customers and the advantages and disadvantages of each approach. It also demonstrates how to measure external as well as internal customer satisfaction.
  4. Implementing a service excellence strategy: In this area we investigate methods of implementing a service strategy and the need to design and market a program throughout the organization, starting with management and cascading throughout the company.
  5. Empowerment and ownership: This lesson outlines methods of engendering ownership of service initiatives including the process of empowerment and teamwork. It considers the myths surrounding empowerment and the need for preparation and support to bring it about.
  6. The Internal Customer: This section demonstrates how companies can create an ‘internal customer’ philosophy by everyone recognizing they have a customer and by encouraging participation of employees in service improvements.
  7. Training and development for customer service: This section explores the need to include everyone throughout the organization in training and development to enhance knowledge, skills and attitudes towards customer service. It outlines the different approaches to training and development that can be adopted, beginning by listening to customers.
  8. Communications: In this lesson we investigate how a service philosophy can become part of the culture of an organization via constant and consistent communication.
  9. Recognition and reward: This section considers the vital process of motivating the team, managing performance and recognizing and rewarding excellent service.


Learn practical tools and methods and acquire invaluable skills that will sharpen your management expertise and enhance your leadership abilities.


Convincing C-suite executives to approve budgets for security programs is one of the biggest challenge faced by security leaders. Selling to the C-Suite course will equip you with skills and techniques to successfully sell to the top.


The effects of strategy on security management are many and complicated, particularly the effect of technical knowledge on security operations. With strategy comes risk that is difficult to anticipate and fully understand. More than that is the need to craft countermeasures designed to eliminate and mitigate the threats that create the risk. This course will help you develop a progressive strategy, the leadership and management skills to bring out the best in your team, whether you’re an aspiring, new, or seasoned leader.


Increasingly, organizations recognise the need to respond to global  pressures such as climate change, resource scarcity, and social inequalities.  The concept of ‘sustainability’ is no longer confined to NGOs and activists, it  is now integral to ensuring that businesses can continue to operate on a planet  with finite resources. The successful businesses of the future will be those  that proactively responded to the global challenges of today, taking advantage  of the innovations in technology to drive impactful change and gain a  competitive edge. Sustainability in  business is also not the sole responsibility of a designated sustainability  manager. Instead, it needs to be integrated into business operations throughout  the value chain and across every business function.To this end, Pan-African Shield College Africa packages include a wide range of modules that provide individuals working within the private and public sector with a working knowledge of key areas of sustainability management, covering what sustainability is, why it is important from an economic, social and environmental angle, and how an organization can go about integrating it into their operation