Course Overview

Exceptional customer service drives loyalty and business growth. SBD Institute’s Customer Service Excellence Training prepares junior managers in Kenya to deliver top-notch customer experiences, handle complaints effectively, and exceed expectations.

Course Objectives

Participants will:

• Understand the principles of customer service excellence.
• Learn techniques for handling complaints and objections.
• Develop customer-focused communication skills.
• Enhance customer satisfaction and loyalty.
• Create strategies for continuous service improvement.

Why Attend This Course?

• Improve customer retention rates.
• Learn to address customer concerns professionally.
• Build a customer-centric organizational culture.
• Gain practical tools for service delivery excellence.
• Earn a certification in customer service excellence.

Course Outline

1. Understanding Customer Expectations
   • What customers value most.
   • Creating memorable customer experiences.
2. Effective Communication in Customer Service
   • Active listening and empathy.
   • Handling difficult conversations.
3. Complaint Resolution
   • Turning complaints into opportunities.
   • Managing angry customers effectively.
4. Strategies for Service Excellence
   • Creating a customer-first mindset.
   • Measuring and improving customer satisfaction.

Who Should Attend?

This training is ideal for:

• Customer service representatives and junior managers.
• Team leaders responsible for client interactions.
• Entrepreneurs aiming to improve service standards.
• Professionals in hospitality, retail, and service industries.