Abstract
Customer Service (CS) training interventions are
viewed as a core requirement for frontline staff in the
services industry. This study sought to identify the
effectiveness of CS interventions to improve CS
initiatives in the South African tourism, hospitality
and retail industries. A search of the relevant literature
was conducted using the Preferred Reporting Items for
Systematic Reviews and Meta- Analysis (PRISMA)
Guidelines. Peer-reviewed studies were identified
using a comprehensive search strategy in four
electronic databases namely Ebscohost, Jstor,
Sciencedirect and GoogleScholar. Three overarching
themes identified in CS training interventions were the
shift from training to personal transformation or
employee empowerment, behaviour modelling of CS
behaviours by employees who had not attended the
interventions, and the use of self-management
techniques.