Customer Experience (CX) for Managers and Team Leaders
Customer Experience (CX) for Managers and Team Leaders
Date and Time
Date: Sep 24-26, 2025, 8:30 AM – 5:00 PM
Venue
Nairobi,Kenya
Overview
This course is designed to empower managers and team leaders with the skills, tools, and leadership mindset necessary to embed customer experience (CX) excellence within their teams and organizations. Participants will learn how to lead with empathy, manage CX metrics, design better processes, coach frontline teams, and align CX strategy with business goals. The program blends leadership development, customer insight, and operational CX best practices.
Learning Objectives
By the end of this training, participants will be able to:
• Understand CX fundamentals and apply them within their departments.
• Lead and coach teams to deliver consistently positive customer experiences.
• Use data and feedback to drive service improvements.
• Align CX strategy with operational and team objectives.
• Embed a customer-first culture within their teams.
Who Should Attend
- • Team Leaders and Supervisors in customer-facing roles
- • Customer Service Managers
- • Call Center and Contact Center Leaders
- • Retail and Branch Managers
- • Operations and Service Delivery Managers
- • HR and Training Managers supporting service teams
- • Aspiring CX Leaders and mid-level professionals managing customer touchpoints
Workshop Outline / Modules
Module 1: Introduction to Customer Experience Leadership
• What is CX and why it matters
• The manager’s role in CX delivery
• Experience vs. service vs. satisfaction
________________________________________
Module 2: Customer-Centric Leadership Mindset
• Empathy, trust, and emotional intelligence
• Empowering staff to take ownership
• Leading by example in customer behavior
________________________________________
Module 3: Understanding the Customer Journey
• Customer journey mapping fundamentals
• Identifying pain points and delight moments
• Aligning touchpoints with expectations
________________________________________
Module 4: Coaching Teams for Service Excellence
• Coaching vs. managing
• Giving constructive feedback
• Role-playing and skill reinforcement
________________________________________
Module 5: Setting CX Goals and Team KPIs
• Aligning team performance to CX objectives
• Setting SMART goals for service improvement
• Balancing quality and quantity metrics
________________________________________
Module 6: Voice of the Customer (VoC) for Managers
• Gathering and interpreting customer feedback
• Using CSAT, NPS, and CES scores
• Closing the feedback loop with action
________________________________________
Module 7: Handling Escalations and Customer Complaints
• Manager’s role in conflict resolution
• De-escalation and empathy in action
• Learning from complaints to prevent recurrence
________________________________________
Module 8: CX Process Improvement and Innovation
• Identifying broken processes
• Involving teams in improvement ideas
• Lean thinking and continuous service enhancement
________________________________________
Module 9: Building a Customer-Centric Culture
• Embedding CX in team values and rituals
• Recognizing and rewarding CX behavior
• Storytelling to reinforce positive examples
________________________________________
Module 10: Cross-Functional Collaboration in CX
• Partnering with marketing, IT, and ops
• Reducing internal friction to improve external experience
• Building alignment across departments
________________________________________
Module 11: Digital CX and Omnichannel Leadership
• Understanding CX across phone, web, chat, and social media
• Leading hybrid or digital-first service teams
• Integrating tech without losing the human touch
________________________________________
Module 12: Leading CX Change and Transformation
• Creating buy-in for new CX initiatives
• Managing resistance and team fatigue
• Sustaining CX momentum through leadership
Facilitator
Global Leadership Institute Certified Trainers
Investment / Fees
- Standard Fee: KSh 89,000 per participant
- Group Discount:(3+ participants)- 10% off the standard fee
- Includes training materials, lunch, tea/coffee breaks, and certificate.
Registration Deadline
Sep 22,2025
How to Register
- Register here: www.leadership.co.ke/register/ or click “Register/Apply to Attend”.
- Then, payment details will be shown/visible & automatically emailed to you.
- Once payment is received, you’ll get a confirmation & pre-read pack 1 week before the workshop.
- Need help? Call +254 722 223 084 or +254 20 260 3433 or +254 722 517 646(9 AM–5 PM EAT).
