Service Culture & Customer Centric Leadership Program
6th - 7th July 2026
Johannesburg - South Africa
Meet Our Trainer
Cindy Norcott
Cindy Norcott is a highly respected entrepreneur, business coach, and motivational speaker with over 32 years of experience, having successfully run her own recruitment agency in South Africa. She is the Founder and Chairperson of The Robin Hood Foundation, a well known charity, and a qualified business coach who has delivered 2,000+ motivational talks across South Africa, Zambia, Egypt, and Tanzania. Cindy also owned and led the KZN Business Training Centre, where she trained entrepreneurs, and has received 20+ awards for business excellence and social impact. She holds a Bachelor of Social Science, brings 34 years of business experience, and has worked with leading organizations across manufacturing, retail, logistics, education, property, & hospitality sectors throughout Africa.
Learning Outcomes Key Topic
By the end of this training, participants will be able to:
- Identify their role and its importance in the bigger picture of the company
- Improve their self-awareness and understand their own strengths and weaknesses relating to the service they provide
- Conduct a customer satisfaction survey to ascertain how their customers feel and consequently improve the service they provide
- Understand what emotional connection is and how to create it, even under pressure
- Improve their empathy and resilience in tough times
- Understand the concept of ownership of their roles
- Enhance world class customer service strategies and introduce tools and techniques to ensure that they are equipped to deliver at a global level
- Implement motivational techniques, rewards, appreciation and celebration for themselves and their teams
- Develop a world class signature service style that is replicable and sustainable
Reason To Attend This Training
- Understand the principles and impact of world class wow customer service
- Learn how to build and sustain impeccable service standards
- Gain tools to identify customer needs, understand customer frustrations and be able to provide solutions that delight customers
- Develop personal resilience and emotional connection
- Develop empathy and the ability to anticipate customer neds
- Learn how to create and perpetuate a customer first culture
- Create a personalized blueprint to deliver world class service consistently
Course Details
Session 1: The Why of Customer Service
- - Customer service as a competitive advantage
- - The link between service, loyalty, and profitability
- - Happiness as a business strategy
- - Case studies from Disney and Zappos and others
Outcome: Delegates understand that customer service is everyone’s job.
Session 2: Seeing Through the Customer’s Eyes
- - Understanding the customer journey
- - Moments of truth
- - Emotional drivers of customer behaviour
- - Expectations vs experiences
Activity: Map your own customer journey
Session 3: Culture Before Scripts
- - Values driven service
- - Empowerment vs rules
- - Trusting staff to do the right thing
- - Internal service equals external service
Activity: Define “what great looks like” in your organisation
Session 4: Creating Emotional Connection
- - Making customers feel seen, heard, and valued
- - Personalisation over process
- - Turning ordinary interactions into magic moments
Reflection: “How do we want customers to feel after interacting with us?”
Session 1: Hiring, Attitude, and Ownership
- - Skills can be trained, attitude cannot
- - Ownership mentality
- - Taking responsibility instead of passing the buck
Session 2: Handling Complaints with Confidence
- - Complaints as opportunities
- - Responding with empathy, speed, and care
- - The power of recovery
Role Play: Turning angry customers into loyal fans
Session 3: Empowerment, Problem Solving & Innovation
- - Encouraging initiative
- - Solving problems in the moment
- - Creating freedom within boundaries
Session 4: Sustaining a Service Culture
- - Leading by example
- - Recognition and celebration
- - Measuring what matters
- - Small daily actions that create big impact
Course Fees
Get in Touch_____________________________
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- Branch Office: Office # 209, 2nd floor, Noor Trade Center, Gulshan Iqbal Block 13 - A, Karachi, Pakistan
- +92-301-2938376
- training@corsol.net