Customer Service Training for Customer Experience Teams in Kenya

Turn every customer interaction into a brand-building moment.

At SBD Institute, we equip frontline staff, call center agents, support reps, and customer experience teams with practical skills to deliver exceptional service. Our Customer Service Training in Nairobi and across Kenya is designed to build empathy, communication, and problem-solving skills — turning your team into trusted brand ambassadors.

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What This Training Covers

  • Customer Experience Fundamentals: Understand the customer journey and how to influence satisfaction at every touchpoint.
  • Handling Complaints & Difficult Clients: Learn de-escalation, active listening, and how to turn angry customers into loyal fans.
  • Professional Communication Skills: Tone, email etiquette, body language, and phone courtesy that builds trust.
  • Service Recovery Techniques: What to do when things go wrong — and how to restore confidence quickly.
  • Creating a Customer-Centric Culture: Align teams around shared values of care, responsiveness, and respect.

Training Outcomes

  • Polished and professional service delivery
  • Improved customer satisfaction and loyalty
  • Stronger communication and problem-solving skills
  • Higher first-contact resolution rates
  • Reduced complaints and improved feedback scores

Who Should Attend

  • Customer Service Agents
  • Call Center Reps
  • Front Office Teams
  • Relationship Officers
  • CX & Client Retention Staff
  • Customer Service Supervisors

Ready to Elevate Your Customer Experience?

Let’s equip your team to deliver service that delights and differentiates.

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