Topics inside this course
Awareness and induction depth — not an accredited occupational qualification.
- Greet, listen, own, resolve or escalate
- Don’t overpromise
- Angry customers: safety then process
- Log complaints; don’t hide them
- Personal information in queues and open-plan offices
Built for the people who take the training
Contact centre, branch, retail and client-service staff, plus supervisors who take escalations.
What learners leave able to do
- Follow the service standard: listen, own, resolve or escalate
- Avoid overpromising against policy
- De-escalate without accepting abuse or ignoring safety
- Log complaints and protect personal information in queues
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.
- 1The standard
What good looks like here.
- 2Listen and own
Before you problem-solve.
- 3When they are angry
Safety, then the complaints path.
- 4Log it
Hidden complaints become cases.
- 5Privacy on the floor
Queues and speakerphone.
- 6Knowledge check
Scored assessment.
Scored assessment for frontline teams. Scripts must not contradict the CPA or the refund policy. Not a sales course.
Written for the workplace, not for the statute book alone
Service training is often a smile script that collapses on first contact with a refund policy. This course is standards plus escalation: listen, own, resolve or hand over, log the complaint, don’t discuss the account in a queue.
South African frontline roles get a CPA recognition pointer — pair with the CPA title for legal depth. De-escalation is safety-first; staff are not required to accept abuse. Supervisors get the same vocabulary so escalations don’t restart from zero.
Generate from your service charter and complaints SOP in Kre8AI. If you use Batho Pele or a municipal charter, say so. Publish as SCORM or HTML.
Do not copy a paid call-centre methodology. Re-export when the refund or complaints policy changes. Pair with POPIA if staff sit in open-plan contact centres.
Assign at induction for customer-facing roles. Keep it practical; skip motivational posters.
Play the library demo, or generate customer-service basics from your service standards in Kre8AI.
What you would upload in Kre8AI
Service standards, complaints procedure
- Your service standards / service charter and complaints procedure
- CPA extracts for ZA frontline roles
- Public de-escalation guidance (ACAS or similar), labelled by origin
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.