Topics inside this course
Awareness and induction depth — not an accredited occupational qualification.
- Fair marketing and information in everyday sales talk
- Returns, cooling-off and refunds as “follow the policy”
- Complaints: log, escalate, don’t hide
- Vulnerable customers and patience
- Light POPIA overlap: don’t discuss accounts in a queue
Built for the people who take the training
Retail, contact centre, sales-support and branch staff who speak to consumers, plus the supervisors who overhear those conversations.
What learners leave able to do
- Avoid overpromising or hiding important terms
- Follow the organisation’s returns and complaints policy instead of inventing one
- Log complaints and escalate rather than arguing the Act on the floor
- Protect customer personal information in queues and open-plan spaces
Modules you can expect
Structure may tighten when you localise from your own source pack in Kre8AI — this is the shape of the library title.
- 1Rights consumers already have
CPA in language a frontline shift can use.
- 2What you may say
Promises, exclusions and “limited stock” claims.
- 3When it goes wrong
Complaints, returns and ombuds.
- 4Dignity and privacy on the floor
Queues, overheard calls, vulnerable customers.
- 5Knowledge check
Scored assessment for customer-facing staff.
Scored assessment for frontline teams. Not a contracts or NCA course. Refund rules follow your policy, not a generic script.
Written for the workplace, not for the statute book alone
CPA training fails when it is a legal seminar, or when it is a smile-training course that never mentions the Act. This module is for people who already talk to customers: what you may claim, what you must not hide, and how a complaint leaves the shop floor.
Learners practise not improvising a refund rule that contradicts policy, and not using pressure tactics that will not survive a complaint. Supervisors learn that “make the customer go away” is how NCC files start.
It is not National Credit Act training and not a franchise-law course. Direct marketing and POPIA get a light cross-link only. Pair with customer-service basics if you want the softer skills in a separate assignment.
Generate in Kre8AI from CPA extracts and your complaints SOP so ombud names and refund timelines match what you actually do. Publish as SCORM or HTML. The optional coach stays inside the approved pack.
Contact centres and retail groups can assign this annually and re-export when the refund policy changes — cheaper than a new Storyline deck each season.
Play the library demo, or build CPA frontline awareness from your service standards in Kre8AI.
What you would upload in Kre8AI
CPA extracts, complaints handling policy
- CPA 68 of 2008 (consumer rights at staff level)
- National Consumer Commission explainers
- Your complaints-handling policy and service standards
Formats, coach and provenance
- Standalone HTML to play in the browser; SCORM 2004 for your LMS.
- Optional AI course coach on Growth and Scale — grounded in approved material; off on quizzes and final assessment by default. Course plays offline; coach needs a network.
- Built in Kre8AI and reviewed before we published it. Not a substitute for your organisation's own policy — review before you make it mandatory.
Get the SCORM package while you are here.
Same course, SCORM 2004. Load it to settle the tracking question — and keep it as a course your people can take after you review it.
Request the package
SCORM 2004 zip. We ask for an email so we know which LMS you are testing — and so we can send the download.