Frontline Customer Experience, Communication Mastery & Professional Service Etiquette for Client-Facing Teams
Venue: Sarova Stanley Hotel, Nairobi-Kenya
Date: 7th - 12th September 2026
Cost: Kshs. 86,000 / USD 850
CPD points: 10
Overview
Deliver exceptional frontline customer experiences with this program on communication mastery and professional service etiquette. Participants will learn to greet customers warmly, handle inquiries efficiently, and resolve issues with empathy. The curriculum covers active listening, clear communication, de‑escalation, and service recovery. Through role‑plays and real‑world scenarios, attendees will practice creating positive interactions that build loyalty. This program is ideal for receptionists, call center agents, retail staff, and any client‑facing team member.
Objectives
- Apply professional etiquette in all customer interactions
- Use active listening to understand customer needs
- Communicate clearly, avoiding jargon and ambiguity
- Handle complaints with empathy and problem‑solving
- De‑escalate tense situations and manage difficult customers
- Implement service recovery to regain trust
- Maintain composure under pressure
- Collaborate with team members to serve customers
- Continuously improve based on feedback
Target Audience
- Customer service representatives and agents
- Receptionists and front desk officers
- Call center agents
- Retail and hospitality staff
- Bank tellers and branch staff
- Anyone in a client‑facing role
Methodology
- Service etiquette role‑plays
- Active listening drills
- Complaint handling simulations
- De‑escalation practice
- Case study analyses of service excellence
- Peer feedback sessions
- Action planning for service improvement
