Training

Great Customer Service Isn't Optional​

If you’re looking to gain the competitive edge , exceptional customer service is key. Wendy Knowler has a wealth of experience in the area of customer service training. She hosts training workshops for businesses around South Africa, or online. Wendy’s expertise, based on more than 20 years of mediating conflict between consumers and companies, will gear your team for success in this critical space.

Wendy Knowler Training

All companies will have a wobble sooner or later – we shouldn’t judge them on that, but rather on how they handle it. Communication is absolutely vital. – Wendy Knowler

Testimonials

Don’t take our word for it – here’s what some of Wendy Knowler’s clients say:

“Wow, Wendy’s workshop was amazing! It was like getting a double dose of awesome: brilliant customer service insights and Wendy’s captivating storytelling… It was incredibly valuable and made a big difference. We learned how to handle feedback, find solutions quickly, and use the right tone to build strong relationships with our customers. Wendy’s workshop is a must!”

OceanBasketLogo

Danisha Govender

Ocean Basket

Wendy Knowler’s insights into what drives consumer interactions with companies… is incredibly valuable to a platform such as ours and, we believe, will be to any business or organisation which wishes to understand the modern consumer.

Hannes Oosthuizen

cars.co.za

Wendy has always been a great presenter & drawcard for us considering the socially topical content she works with daily. Wendy strives to be fair to the consumer as well as the businesses involved — a quality that is seldom found in reporters but is so essential to the future of SA’s success.

Janeen Johnston

Society of Consumer Affairs Professionals (SOCAP)

Training Workshops

01

Customer Experience: Understanding what makes or breaks it

This training session aims to make employees understand that in every interaction with a customer or potential customer, they hold the company’s reputation in their hands. They can either enhance or sabotage that reputation, often unintentionally.

Wendy will give examples of each side of this coin. She’ll illustrate how even the most subtle change in employee mindset can result in a win-win work experience: making both their jobs and the customer experience more positive and enjoyable. 

This workshop also covers the technological approach to “Cx” versus understanding the human connection; how corporate language alienates customers; the impact of social media on the customer-company relationship, and dealing with unreasonable, abusive customers. 

The material is brought to life with case studies and videos. (3 – 4 hours)

outsider's perspective

02

The Outsider's Experience

This training helps management see their company from an outsider’s perspective, covering everything from call handling to website navigation and social media responses. Wendy will assess all consumer touchpoints, from online interactions to in-store experiences, and present her analysis in a boardroom setting. She will highlight strengths, standout staff, and areas for improvement, followed by a detailed report with key findings and recommendations.
social media training

03

Social Media Training

Consumers are increasingly choosing to interact with companies via social media, sharing both their good and bad experiences. This presents companies with an invaluable means of communicating with their customers in real time. Wendy will showcase examples of companies getting it right and those getting it horribly wrong. She will also talk about the importance of consistency between social media responses and responses on traditional customer care platforms. (2 hours)

handling abusive customers

04

How to handle abusive customers:

Wendy will take your team through how to handle abusive customers. They appear to be on the increase, in part because of the public media shaming threat. Gaining the skills to deal with abusive customers begins with companies understanding some of the reasons for the abuse. In this workshop, Wendy will empower front-line staff members and their line managers to take control and diffuse these situations in a professional manner. The session is designed to be highly engaging and interactive. (2 hours)

Contact Wendy

    *Due to the volume of emails Wendy receives for consumer assistance, she cannot take up every case or respond to every email. Please ensure your email includes relevant details such as dates, reference numbers, and receipts.