Customer Service Training
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Customer Service Training
Date and Time
Date: July 30–1st Aug, 2025, 8:30 AM – 5:00 PM
Venue
Nairobi, Kenya
Overview
Training Overview
Excellent customer service is at the heart of every successful organization. In today’s competitive environment, customer expectations are higher than ever, and delivering consistent, high-quality service is essential for building customer loyalty, increasing retention, and enhancing organizational reputation.
This 3-day interactive training is designed to empower participants with the knowledge, skills, and tools to deliver outstanding service experiences across all customer touchpoints.
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Learning Objectives
Training Objectives
By the end of the training, participants will be able to:
• Understand the principles and importance of excellent customer service
• Communicate effectively and empathetically with various customer types
• Handle difficult customers and service recovery with professionalism
• Apply strategies to build lasting customer relationships
• Enhance internal customer service culture within their teams and departments
• Create value-added service strategies that drive satisfaction and loyalty
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Training Benefits
Participants will gain:
• Enhanced communication and problem-solving skills
• Greater confidence in managing challenging service situations
• A customer-focused mindset aligned with organizational goals
• Techniques to exceed customer expectations
• Practical tools to measure and improve customer service performance
• Networking opportunities with peers from different industries
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Who Should Attend
- This course is ideal for:
- • Customer service representatives and officers
- • Front-line staff in retail, hospitality, banking, telecoms, healthcare, and public service
- • Team leaders and supervisors overseeing customer experience
- • Call center and helpdesk personnel
- • Sales support staff
- • Anyone seeking to enhance their customer interaction skills
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Workshop Outline / Modules
Comprehensive Course Outline
Module 1: Introduction to Customer Service Excellence
• The evolving role of customer service
• Importance of service in organizational success
• Defining service quality and customer expectations
Module 2: Understanding Customer Needs and Behavior
• Types of customers and their profiles
• Emotional intelligence in customer interactions
• Active listening and observing cues
Module 3: Effective Communication in Customer Service
• Verbal and non-verbal communication skills
• Clarity, tone, and empathy
• Communicating across cultures and languages
Module 4: Building Customer Relationships
• Trust and rapport building techniques
• Customer loyalty vs. satisfaction
• Personalizing service without overstepping boundaries
Module 5: Handling Complaints and Difficult Customers
• Steps in complaint handling and resolution
• De-escalation techniques and emotional control
• Turning a negative experience into a positive one
Module 6: Telephone and Virtual Customer Service Skills
• Professional phone etiquette
• Email and chat professionalism
• Managing customer interactions in digital platforms
Module 7: Time Management in Service Delivery
• Managing workload and customer queues
• Prioritization strategies for fast-paced environments
• Setting realistic service expectations
Module 8: Customer Service Standards and KPIs
• Setting and maintaining service benchmarks
• Key metrics for evaluating service quality
• Service level agreements (SLAs)
Module 9: Service Recovery and Customer Retention
• The service recovery paradox
• Apologies, compensation, and follow-ups
• Winning back lost customers
Module 10: Internal Customer Service
• Collaboration across departments
• Treating colleagues as customers
• Creating a service-minded work culture
Module 11: Innovation and Value-Added Service
• Proactive service delivery
• Creative problem-solving
• Exceeding customer expectations
Module 12: Action Planning and Commitment to Service Excellence
• Self-assessment and feedback
• Personal improvement goals
• Developing a service improvement plan
Facilitator
Global Leadership Institute Certified Trainers
Investment / Fees
- Standard Fee: KSh 89,000 per participant
- Includes training materials, lunch, tea/coffee breaks, and certificate.
Registration Deadline
July 28,2025
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).
