Build a world-class service culture that retains and delights customers — in-person, online and in-house across Kenya and Africa.
Service standards, professional communication, handling difficult customers and building loyalty.
CX frameworks, journey mapping, voice of customer and building customer-centric organisations.
De-escalation techniques, complaint management systems and turning complaints into loyalty.
Call centre operations, quality monitoring, KPIs and coaching agents.
Culture transformation and embedding customer-centricity at every organisational level.
Professional image, telephone etiquette and visitor management.
CRM strategy, tools and processes for managing customer data and loyalty programs.
Design thinking applied to service improvement — prototyping and scaling new ideas.
Managing online reviews, social media service and omnichannel CX strategy.
NPS, CSAT, CES and building a measurement framework to drive CX improvement.
At your office — customised to your context.
Live virtual sessions via Zoom.
Public programs in Nairobi.
Blend of online and in-person.
We deliver Customer Experience & Service Training in-house at your organisation — fully customised to your needs.