Training Courses
Cathsseta Accredited Customer Service Training
SAQA ID Title(s) Qualification Type
CUST/ServProgr/4/0095 Introduction to Customer Care Skills Programme
CUST/ServProgr/5/0095 Advanced Customer Care Skills Programme
Tourism Service Excellence Roadshow: Customer Care Workshop - 1Day

- A guide to improve Customers Service in a business
- To working hard at giving your customers excellent service.

By the end of this workshop, you will:

  • Define Customer Service
  • Identify Customer Service trigger points within a business
  • External factors in customer service
  • Communication in Customer Service
  • Telephone Manners
  • Know the impact of Customer Service in Business
  • Understand Quality Assurance
  • Understand the Roles and Importance of the TGCSA
  • Implement Customer evaluation and feedback mechanism
SA Host Customer Care Training - 2 Day

SA Host's Mission is to foster the spirit of unconditional, collective hospitality in South Africa by improving the service standard nationally through training, and creating awareness of the importance of the individual's role in their place of work and as ambassadors for their community and for South Africa.

  • Objectives:
  • Improve service standards throuhg training
  • Change attitudes towards visitors by creating an awareness of the value of the visitor industry to the country and the role played by every resident
  • Elevate national pride

At the end of this workshop, you will be able to:

  • Identify the importance of good customer service to South Africa and the role you play
  • Meet and greet customers and remember their names
  • Make a good first impression and use every opportunity to improve it
  • Communicate cleary with customers, face to face and over the telephone
  • Listen effectively to customers and ensure you meet their needs
  • Use effective techniques to handle emotional situations and customer complaints
  • Identify the major sectors of the Visitor industry, their value and the role you play in them
  • Provide your customers with information on local services and attractions
  • Increase your professionalism and pride in providing service to your customers and visitors
Know your City ~ Know your Country - 1 Day

South Africa is one of the most beautiful countries in the world. Know your City / Know your country will give you:

  • Insight into South Africa
  • National Symbols
  • World Heritage Sites
  • Safety Tips
  • Overview of the Following Cities
    - Pretoria (Tshwane)
    - Johannesburg
    - Ethekwini (Durban)
    - Mangaung (Bloemfontein)
    - Rustenburg
    - Cape Town
    - Nelson Mandela Bay
    - Mbombela (Nelspruit)
    - Polokwane
    - Kimberley
Black Business Supplier Development Program - Network Facilitator

The BBSDP is a cost-sharing grant offered to black-owned small enterprises, to assist them in improving their competitiveness and sustainability, in order to become integrated into the main economy. It provides grants to a maximum of R800 000 for tools, machinery and equipment, and R200 000 for business development and training interventions per eligible enterprise, to improve the business’s corporate governance, management, marketing, productivity and use of modern technology.

Roles and responsibilities of a Network Facilitator

  • Assist Industrialists / Enterprises in completing BBSDP application.
  • Conduct Picking Sound Companies (PSC) and/or Company diagnostic (CD)
    before submitting an application.
  • Ensure that the applicant complies with mandatory requirement of BBSDP.
  • Assist and co-operate in the event of any investigation on which the NF may
    have information.
  • Immediately inform TEO of any corruption or fraud which comes to its knowledge, whether in connection within the NF, within TEO, with the industrialist/enterprise, or in connection with any other network facilitator or industrialist/enterprise.
  • Identify and recommend Service Providers to TEO that will assist industrialist/enterprise in implementing agreed approved interventions.
  • Ensure that the three quoting Service Providers are of same level in terms of
    quality services to be rendered.
Tourism Exhibition Training - 1 Day

- A Guide to help you get the best out of every exhibition.

Tourism Exhibition Training Programme is specifically designed and developed to assist entrepreneurs and those involved in the marketing of the tourism businesses.

Outcome of the this training will be:

  • Understand the importance of exhibitions as part of the marketing strategy
  • Understand the importance of exhibitions in the tourism industry
  • Understand why an enterprise should consider an exhibiting
  • Understand the advantages and disadvantages thereof
  • Assess the exhibition readiness of the business
  • Choose the right exhibition
  • Draft an evaluation report
  • Calculate your Return on Investment
  • Handle deliveries
  • Follow up on meetings that took place during the exhibition
Tourism Awareness - 1 Day
  • What is tourism?
  • The SA tourism industry
  • Main tourist interests when visiting SA
  • Where do our tourists come from?
  • Responsible and sustainable tourism
  • The tourism supply chain
  • Structure of the tourism sector (Public and private)
  • Role of communities
  • Structure of the National Department of Tourism
  • Tourism parastatals
  • Tourism role players
  • Introduction to the TGCSA and SA Tourism
  • Legal aspects
Marketing in Tourism - 1 Day

The purpose of this programme is to provide you with a guide to help you understand the need to market your tourism product or service appropriately and increase your market share.

By the end of this workshop, you will:
Be able to Define Tourism
Understand Product or service offering including:

  •                 Defining of a target Market
  •                 Defining of your product offering
  •                 Identify you USP
  •                 Set your selling price

Understand Marketing SA as a destination for tourists including:

  •                 Tourism growth strategy
  •                 Domestic growth strategy
  •                 Provincial and local positioning

Understand Competitive analysis for:

  •                 International
  •                 Domestic
  •                 Getting into the market

How to develop a marketing plan for your business
Modes to market
Branding and executing your marketing plan


Price setting in the Tourism Industry- 1 Day

To help you understand how to price your products and services in the competitive tourism and hospitality industry, in order to manage a healthy business.

By the end of this workshop, you will:

  • Understand pricing in the broader perspective
  • Understand the role of pricing in your business
  • Be familiar with pricing components, objectives and strategies
  • Be able to apply pricing and mark-up principles
  • Determine your selling price
  • Know how to maximise profit and reduce costs
  • Understand credit and risk
Quality Assurance and Customer Care in Tourism - 1 Day

A guide to help you create better customer service by dedicating yourself to working hard at giving your customers superior service.

Tourism Channel Workshop - 1 Day

The purpose of this programme is to provide you with a guide to help you understand the links between the organisations that are involved in tourism in South Africa and to help you, the entrepreneur to become part of this supply chain for the benefit of your business.

  • By the end of this workshop, you will:
  • Have an understanding of terms used in the Tourism Channel
  • Be able to Define Tourism
  • Understand the Tourism Supply Chain
  • Understand the structure of the Tourism Sector – Public Sector
  • Understand the structure of the Tourism Sector – Private Sector
  • Understand the Role of Communities in Tourism
  • Understand Tourism Associations and their roles
  • Understand and be able to interact with the role-players in the Channel
  • Understand and implement within the procurement and Sales channels
  • International Inbound Market
  • Domestic Tourism
  • Understand and apply rates applicable in the Channel
  • Contract in the channel