What You'll Learn
Course Benefits
Industry Certification
Internationally recognized qualification
Expert Instructors
Learn from industry professionals
Dedicated Support
Assistance during and after training
Practical Skills
Apply knowledge immediately
Course Overview
FeaturedIn customer-centric organizations, effective communication determines service excellence. This course equips communication professionals with the skills to manage customer expectations, resolve complaints, and deliver exceptional experiences across different platforms.
Participants will practice active listening, empathy-driven communication, complaint resolution, and digital customer interaction management. Practical sessions include simulations of real service scenarios to reinforce skills in delivering superior customer experiences.
Duration
5 days
Who Should Attend
-
Customer Service Managers
-
Communication Professionals in Service Roles
-
Call Center Supervisors
-
Frontline Managers
Course Impact
Organizational Impact
-
Higher customer satisfaction and loyalty
-
Stronger complaint resolution systems
-
Improved service culture across teams
Personal Impact
-
Confidence in customer handling
-
Better listening and empathy skills
-
Practical tools for managing challenging customers
Course Objectives
By the end of this course, participants will:
-
Build communication skills for customer service
-
Manage complaints and resolve conflicts effectively
-
Deliver empathetic and personalized service
-
Strengthen digital and face-to-face service delivery
Course Outline
Module 1: Foundations of Service Communication
-
Principles of excellent service communication
-
The role of empathy in service delivery
-
Setting customer expectations clearly
-
Exercise: Role-play first contact calls
Module 2: Handling Customer Complaints
-
Complaint resolution frameworks
-
Turning negative experiences into positives
-
De-escalation techniques
-
Case Study: Famous service recovery stories
Module 3: Service Excellence in Digital Platforms
-
Managing service via social media and email
-
Live chat communication skills
-
Response time and tone consistency
-
Exercise: Handle simulated online complaints
Module 4: Personalizing Customer Experience
-
Active listening for personalization
-
Emotional intelligence in communication
-
Following through with solutions
-
Practical: Design a personalized customer script
Module 5: Service Quality and Performance Measurement
-
Setting service standards and KPIs
-
Using feedback for improvement
-
Monitoring customer satisfaction metrics
-
Case Study: Analyzing a company’s service dashboard
Prerequisites
Course Administration Details
Customized Training
This training can be tailored to your institution needs and delivered at a location of your choice upon request.
Requirements
Participants need to be proficient in English.
Training Fee
The fee covers tuition, training materials, refreshments, lunch, and study visits. Participants are responsible for their own travel, visa, insurance, and personal expenses.
Certification
Upon successful completion of this course, participants will be issued with a certificate from Ideal Workplace Solutions certified by the National Industrial Training Authority (NITA) under License NO: NITA/TRN/2734.
Accommodation
Accommodation can be arranged upon request. Contact via email for reservations.
Payment
Payment should be made before the training starts, with proof of payment sent to outreach@idealworkplacesolutions.org.
For further inquiries, please contact us on details below:
Email: outreach@idealworkplacesolutions.org
Mobile: +254759708394
Register for the Course
Select a date and location that works for you.
In-Person Training Schedules
January 2026
| Date | Days | Venue | Fee (VAT Incl.) | Register |
|---|---|---|---|---|
| 5 Jan - 9 Jan 2026 | 5 days | Nairobi, Kenya | KES 99,000 | USD 1,400 | Enroll Now |
| 5 Jan - 9 Jan 2026 | 5 days | Cape Town, South Africa | USD 3,500 | Enroll Now |
| 5 Jan - 9 Jan 2026 | 5 days | Dubai, United Arabs Emirates | USD 4,000 | Enroll Now |
| 5 Jan - 9 Jan 2026 | 5 days | Zanzibar, Tanzania | USD 2,200 | Enroll Now |
| 12 Jan - 16 Jan 2026 | 5 days | Mombasa, Kenya | KES 115,000 | USD 1,500 | Enroll Now |
| 12 Jan - 16 Jan 2026 | 5 days | Kigali, Rwanda | USD 1,800 | Enroll Now |
| 12 Jan - 16 Jan 2026 | 5 days | Accra, Ghana | USD 5,950 | Enroll Now |
| 12 Jan - 16 Jan 2026 | 5 days | Kampala, Uganda | USD 2,200 | Enroll Now |
| 19 Jan - 23 Jan 2026 | 5 days | Dar es Salaam, Tanzania | USD 2,000 | Enroll Now |
| 19 Jan - 23 Jan 2026 | 5 days | Johannesburg, South Africa | USD 3,100 | Enroll Now |
| 19 Jan - 23 Jan 2026 | 5 days | Nakuru, Kenya | KES 105,000 | USD 1,400 | Enroll Now |
| 19 Jan - 23 Jan 2026 | 5 days | Dakar, Senegal | USD 3,500 | Enroll Now |
| 26 Jan - 30 Jan 2026 | 5 days | Pretoria, South Africa | USD 3,100 | Enroll Now |
| 26 Jan - 30 Jan 2026 | 5 days | Kisumu, Kenya | KES 105,000 | USD 1,500 | Enroll Now |
| 26 Jan - 30 Jan 2026 | 5 days | Naivasha, Kenya | KES 105,000 | USD 1,400 | Enroll Now |
| 26 Jan - 30 Jan 2026 | 5 days | Arusha, Tanzania | USD 2,000 | Enroll Now |
USD 1,400
Request Custom Training
We offer customized training solutions tailored to your organization's specific needs:
- Training at your preferred location
- Customized content to address your specific challenges
- Flexible scheduling to accommodate your team
- Cost-effective solution for training multiple employees
Early-bird Offer
Special pricing ends in:
Recent Activity
Additional Options
Customize your training experienceFrequently Asked Questions
Find answers to common questions about this course
You May Also Be Interested In
Explore more courses in this category
Advanced
Training on Advanced Communication Skills
Gain advanced communication skills to enhance influence, clarity, and workplace...
Intermediate
Training on Executive Media & Spokesperson Coaching
Build confidence as a spokesperson. Executive media training covers interviews,...
Intermediate
Training on Investor Relations & Financial Communication
Learn investor relations & financial communication. Build trust with shareholder...
Intermediate
Training on Digital Media & Social Media Strategy
Master digital media & social media strategy. Learn content planning, community...
Advanced
Training on Advanced Communication Skills
Gain advanced communication skills to enhance influence, clarity, and workplace...
Intermediate
Training on Executive Media & Spokesperson Coaching
Build confidence as a spokesperson. Executive media training covers interviews,...
Intermediate
Training on Investor Relations & Financial Communication
Learn investor relations & financial communication. Build trust with shareholder...
Intermediate
Training on Digital Media & Social Media Strategy
Master digital media & social media strategy. Learn content planning, community...
Training on Customer Care & Service Excellence for Communication Professionals
Next class starts 5 Jan 2026
Subscribe to our Weekly Newsletter!
Get updates on the latest posts and more from Ideal Workplace Solutions straight to your inbox.
About Us
Take your career to the next level with our industry-leading training programs. Designed to build skills, boost confidence and drive success, we empower professionals like you to excel in your current role or explore new opportunities.
Quick Links