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
FeaturedCustomer service professionals face unique challenges that require quick thinking, empathy, and effective problem-solving. This five-day course equips participants with practical frameworks, tools, and strategies to identify customer issues, analyze root causes, and implement solutions that enhance satisfaction and build loyalty. Through interactive exercises, role-plays, and case studies, participants will gain the confidence to handle complaints, resolve conflicts, and turn service challenges into opportunities for stronger customer relationships.
Duration
5 Days
Who Should Attend
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Customer service representatives and frontline staff
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Call center and helpdesk professionals
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Sales and client support staff
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Team leaders and supervisors in customer-facing roles
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Professionals seeking to strengthen conflict resolution and problem-solving skills
Course Impact
Organization Impact
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Faster resolution of customer complaints and queries
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Improved customer satisfaction and loyalty
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Reduced escalation rates and service costs
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Stronger reputation for reliable, customer-focused service
Individual Impact
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Enhanced problem-solving and decision-making skills
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Increased confidence in managing difficult customer interactions
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Stronger communication and conflict resolution techniques
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Career growth through advanced service skills
Course Objectives
By the end of this course, participants will be able to:
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Apply structured problem-solving frameworks to customer service challenges.
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Analyze customer issues to identify root causes quickly.
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Communicate solutions effectively with clarity and empathy.
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Manage complaints and conflicts in a professional, customer-focused manner.
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Transform negative service experiences into opportunities for customer loyalty.
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Contribute to continuous service improvement within their teams.
Course Outline
Module 1: The Foundations of Customer Problem-Solving
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The role of problem-solving in customer service
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Understanding customer needs and expectations
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Building a proactive problem-solving mindset
Module 2: Analytical & Critical Thinking Tools
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Root cause analysis techniques (5 Whys, Fishbone Diagram, etc.)
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Gathering and interpreting customer information
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Identifying patterns and recurring service issues
Module 3: Communication for Effective Solutions
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Active listening and questioning techniques
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Empathy in customer conversations
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Framing and presenting solutions clearly
Module 4: Conflict Resolution and Complaint Handling
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Techniques for de-escalating tense situations
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Managing difficult or dissatisfied customers
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Turning complaints into opportunities for loyalty
Module 5: Application and Continuous Improvement
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Applying structured problem-solving to real cases
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Collaborating with teams to resolve systemic issues
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Developing a personal action plan for ongoing 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
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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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