Good customer experience is built, not wished for. Over five days, participants learn to map real customer journeys, diagnose where experience breaks down, and design service recovery and measurement systems that hold up once the workshop ends and daily operations take over.
Customer experience work often stalls at the survey stage, generating scores nobody acts on. This course starts from the customer journey itself, teaching participants to map touchpoints, identify moments of friction, and connect those moments to root causes in process, policy or people.
From there, the programme covers measurement frameworks such as NPS, CSAT and Customer Effort Score, service recovery techniques, and the internal alignment work needed to keep experience improvements from being undone by the next reorganisation. Practical exercises use realistic service scenarios throughout.
By the end of this course, participants will be able to:
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This programme suits professionals responsible for how customers experience an organisation, including:
Vision Reach Global Consultancy issues a Certificate of Completion to every participant who finishes the programme. The course fee covers facilitation, journey-mapping templates and workbooks, working lunches, and a certificate processing fee. Facilitators bring direct experience managing customer experience functions across service industries.
Everything you need to know about this course before you register.
By the end of the Customer Experience Training programme, you'll be able to map end-to-end customer journeys across channels and touchpoints, identify root causes of recurring service failures, apply nps, csat and customer effort score measurement frameworks, and design service recovery procedures for common complaint scenarios. The full breakdown of topics is covered session by session in the Course Outline tab above.
This programme suits professionals responsible for how customers experience an organisation, including: Customer service managers and team leaders, Customer experience and quality assurance officers, Contact centre supervisors, Branch and front-office operations managers, and Product and service design professionals.
Customer Experience Training typically runs as 5 Days. It's available as in-person classroom training — every course can also be delivered on-site for your team on dates that suit you.
Customer Experience Training is scheduled in-classroom in Mombasa, Kenya, Naivasha, Kenya, Nairobi, Kenya, and Kisumu, Kenya, and 14 other locations, plus a live interactive virtual classroom you can join from anywhere. Check the schedule panel above for exact upcoming dates and fees in each location.
Customer Experience Training runs on a rolling cohort basis, so a new intake is always coming up. Pick your preferred format and location in the schedule panel above, then click "Register for the Course" to reserve your seat — confirmation follows once payment or a signed purchase order is received.
Yes — delegates who meet the attendance requirement receive a CPD-accredited Certificate of Completion for Customer Experience Training from Vision Reach Global Consultancy, issued in the name you register with, so double-check the spelling at checkout.
Customer Experience Training is pitched at intermediate professionals. If you're unsure whether it's the right fit for your current role or background, message our training advisors before you register and they'll help you confirm.
Fees for Customer Experience Training vary by delivery location and format and are shown in real time in the schedule panel above once you pick a date. Register 3 or more delegates on the same course together and a 5% team discount is applied automatically — larger cohorts can request a custom corporate quote.
Yes — Customer Experience Training can be delivered on-site at your offices (or virtually for distributed teams), with case studies and examples tailored to your industry and the specific challenges your team is working through. Switch to the "In-House" tab in the schedule panel above to request a proposal.
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“VRG brings strategic discipline to complex organizational challenges. Their approach is structured, data-driven, and outcome-focused.”
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Managing Director
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