Customer Care, Empathy & Communication Skills Training

26 – 30 January 2026 09:00 -16:00 Windhoek

FORMATE: Facilitator-Led | Practical Tools | Industry Case Studies | Simulations

COURSE OVERVIEW
This five-day training programme is designed to transform customer service behaviour by strengthening empathy, communication, professionalism, and emotional intelligence among customer-facing staff in public sector and SOE environments.

The programme addresses common service delivery challenges such as negative attitudes, poor communication, customer frustration, complaints escalation, and emotional burnout. It equips participants with practical, lawful, and ethical tools to engage customers respectfully, communicate clearly, manage emotions, and resolve issues professionally — even in high-pressure, compliance-driven service environments.

The training is experiential and reflective, ensuring behavioural change, accountability, and alignment with statutory service obligations, not just knowledge acquisition.

COURSE OBJECTIVES
By the end of this training, participants will be able to:
-Deliver consistent, professional, and respectful customer service in line with statutory obligations.
-Apply empathy confidently while maintaining authority, neutrality, and professional boundaries.
-Communicate clearly, assertively, and respectfully with diverse customers.
-Manage difficult customers and emotional situations lawfully and effectively.
-Handle complaints and feedback in line with the Public Service Charter.
-Uphold organisational values, ethical standards, and accountability requirements.
-Improve personal resilience and emotional control in demanding service roles.

COURSE OUTLINE
-Module 1: Foundations of Customer Care & Professional Service
-Module 2: Empathy & Emotional Intelligence
-Module 3: Communication, Minutes Taking & Report Writing Skills for Customer Service
-Module 4: Handling Difficult Customers, Complaints & Conflict
-Module 5: Ethics, Service Charters & Personal Effectiveness

WHO SHOULD ATTEND:
-Customer Care & Frontline Service Staff
-Public Service & SOE Employees
-Compliance, Revenue & Enforcement Officers
-Call Centre, Helpdesk & Reception Staff
-Border Post, Health, Education & Local Authority Personnel
-Supervisors responsible for service quality

BOOKINGS & ENQUIRES
Detailed course content and quotation available from our offices at 061 241456. To attend kindly complete the registration form and forward it to us via email: info@betc-nam.com or fax at +264 61 243107. All course registrations end at 14:00 Friday 23 January 2026.

Should you wish to discuss any further queries, or require any additional information regarding our invitation, do feel free to contact our offices.