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
FeaturedThis five-day course is designed to equip managers, supervisors, and team leaders with the skills and strategies needed to lead high-performing customer service teams. Participants will learn how to foster a service excellence mindset, inspire and engage team members, and drive customer satisfaction through effective leadership.
The course blends leadership principles, customer service best practices, and practical tools for coaching, performance management, and team motivation in today’s dynamic service environment.
Duration
5 Days
Who Should Attend
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Customer service managers and supervisors
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Team leaders overseeing service or support functions
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Professionals transitioning into a leadership role within customer service
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HR and training professionals responsible for developing service leaders
Course Impact
Organizational Impact
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Improved customer satisfaction and loyalty through consistent service excellence
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Stronger team performance and employee engagement
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Reduced staff turnover by fostering a motivated and empowered workforce
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Increased efficiency and alignment with organizational service standards
Personal Impact
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Enhanced leadership and coaching skills
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Greater confidence in managing diverse and dynamic teams
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Practical tools for improving team performance and morale
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A clear roadmap for professional growth in service leadership
Course Objectives
By the end of this training, participants will be able to:
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Apply leadership strategies tailored for customer service environments
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Motivate, coach, and empower team members to deliver excellent service
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Handle performance management and conflict resolution effectively
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Foster collaboration and communication within and across teams
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Align team goals with organizational service standards and customer expectations
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Drive continuous improvement in customer service delivery
Course Outline
Module 1: Foundations of Service Leadership
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Understanding the role of a customer service leader
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Transitioning from team member to team leader
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Leadership styles and their impact on service culture
Module 2: Building and Leading High-Performing Teams
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Team dynamics and motivation in customer service
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Setting goals and expectations
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Fostering collaboration and accountability
Module 3: Coaching, Feedback, and Performance Management
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Coaching for service excellence
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Delivering constructive feedback and recognition
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Managing underperformance and difficult behaviors
Module 4: Communication and Conflict Resolution
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Effective communication with individuals and teams
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Managing conflict within service teams
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Emotional intelligence and empathy in leadership
Module 5: Driving Service Excellence and Continuous Improvement
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Embedding a culture of customer-first thinking
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Measuring and monitoring service performance
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Action planning and strategies for long-term improvement
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
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Next class starts 5 Jan 2026
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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.
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