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The Customer Service Communication Program is a practical, two-day group training designed to equip customer-facing staff with the knowledge, awareness and skills they need to deliver professional, warm and effective service on every interaction. From projecting a positive attitude to handling difficult customers with composure, delegates leave the program with a clear framework for customer service excellence.
The program is delivered to groups of 10 to 14 delegates and is suited to teams across call centres, front-of-house, sales support, reception, retail and any function where every customer interaction shapes the brand. The format combines theory, practice and live coaching so the skills transfer directly into the workplace.
This program is designed for teams whose voice, tone and manner directly shape the customer experience. It works equally well for new hires building a foundation and experienced staff refining how they handle complex interactions.
The program builds professional customer communication from the inside out, starting with attitude and voice, then layering on the practical techniques delegates need to handle real customer interactions with confidence.
Delegates learn how attitude precedes every word and how to consciously project warmth, energy and helpfulness, even on difficult days or with difficult customers. The session covers the link between mindset, voice and customer perception.
The program establishes a clear, practical definition of customer service excellence and explores the basic needs every customer brings to an interaction. Delegates learn to recognise these needs quickly and respond in a way that builds trust.
This section covers how delegates create a professional first impression and build rapport in the opening seconds of every interaction, whether face-to-face, on the phone or online. Professional greetings, tone and presence are practised throughout.
Delegates work on producing a clear, warm, dynamic voice and learn how to project the "vocal smile" that customers can hear even when they cannot see the staff member. Pitch, pace, volume and energy are practised in real customer scenarios.
The program introduces positive, solution-focused language patterns and structured listening skills so delegates respond to what the customer actually needs rather than to assumptions. This section sharply reduces miscommunication and repeat contacts.
Delegates practise practical techniques for managing irate, frustrated or aggressive customers without losing composure. The session covers de-escalation, assertiveness versus aggression, and how to hold a professional line under pressure.
Understanding personality profiles helps delegates adapt their communication style to each customer. The program also builds the on-the-spot thinking, question-and-answer technique and quick judgement needed when interactions take unexpected turns.
For face-to-face teams, the program covers body language, eye contact and gesture so the non-verbal signals delegates send reinforce, rather than undermine, the service message.
The program runs as a two-day group training, delivered face-to-face at one of our national training centres, online via your preferred virtual platform, or in-house at your premises. Pricing is per delegate, with groups of 10 to 14 delegates per session. The format blends short input segments with practical exercises, role-play and live coaching so delegates leave with skills they have already practised under guidance.
Sessions may include:
The program includes all coaching, a comprehensive training manual, a Voice Clinic pen and a certificate of achievement.
Delegates who complete the program often experience:
The Voice Clinic has been helping organisations strengthen their customer communication, voice and confidence since 1988. Training is delivered by qualified facilitators with diplomas, degrees and doctorates, and up to 30 years of experience in voice, psychology, performance and customer service excellence. The Voice Clinic is also a B-BBEE Level 2 Value Added Supplier.
You benefit from:
The program runs over two consecutive days, typically from 8:30 am to 4:30 pm each day, with refreshments and lunch included.
While the program is delivered to groups of 10 to 14 delegates, every exercise, role-play and feedback session is tailored to the individuals in the room. Facilitators give each delegate direct, personalised coaching throughout.
Yes. The program is widely used by contact centres, call centres, customer service desks and complaints-handling teams. The vocal smile, professional telephone manner and difficult-customer modules are particularly relevant for phone-based teams.
Yes. A dedicated section of the program covers de-escalation, assertiveness versus aggression, positive language and emotional composure under pressure. Delegates practise these skills in live role-play.
Yes. The program is available for both face-to-face and online training.
Training is available in Johannesburg, Pretoria, Cape Town and Durban, as well as online via your preferred virtual platform.
The program includes all coaching, a comprehensive training manual, a Voice Clinic pen and a certificate of achievement.
Enrol in the Customer Service Communication Program today and give your team the practical skills, vocal presence and emotional composure needed to deliver consistently excellent customer service.
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