Customer Service Management Masterclass: Client Experience Optimization, Professional Etiquette & Service Excellence
Venue: Acacia Premier Hotel, Kisumu-Kenya
Date: 7th - 12th September 2026
Cost: Kshs. 86,000 / USD 850
CPD points: 10
Overview
Achieve service excellence with this masterclass on customer service management, client experience optimization, and professional etiquette. Participants will learn to design service standards, train teams, handle complaints, and measure satisfaction. The curriculum covers customer journey mapping, service recovery, communication skills, and leadership of service teams. Through role‑plays and case studies, attendees will develop the skills to create a customer‑centric culture that builds loyalty. This program is ideal for customer service managers, team leaders, and frontline supervisors.
Objectives
- Design customer service standards and protocols
- Map customer journeys to identify pain points and opportunities
- Implement service recovery processes to turn dissatisfied customers into loyal advocates
- Train and coach frontline staff on service excellence
- Use customer feedback to drive continuous improvement
- Manage difficult customers and de‑escalate conflicts
- Foster a customer‑centric culture across the organization
- Measure and report on customer satisfaction metrics (NPS, CSAT)
- Lead service teams to deliver consistent excellence
Target Audience
- Customer service managers and directors
- Team leaders and supervisors
- Call center managers
- Retail and hospitality service leads
- Quality assurance professionals
- Anyone responsible for customer service management
Methodology
- Customer journey mapping workshops
- Service recovery role‑plays
- Complaint handling simulations
- Team coaching exercises
- Case study analyses of service excellence
- Feedback system design
- Action planning for service improvement
