When a bank, utility, insurer, telecoms operator or public agency mistreats customers, the cost rarely stops at one complaint: regulators open inquiries, fines follow and social media spreads the story within hours. Front-line courtesy is not enough; organisations need clear rules, accountable owners and evidence that customers are treated fairly at every touchpoint. Over five days you learn to design that framework, drawing on ISO 10002 for complaints handling, ISO 10001 for customer codes of conduct, ISO 10003 for external dispute resolution and ISO 18295 for contact centres.
Sessions cover consumer protection, fair disclosure and pricing, vulnerable customers, consent and data protection in customer records and call recordings, outsourced contact centre oversight and controls for chatbots and automated decisions. You also build conduct risk indicators, quality assurance sampling and complaint root cause analysis into management reporting. Customer experience managers, compliance officers, complaints and contact centre heads, quality assurance analysts, internal auditors and service charter coordinators in financial services, telecoms, energy, health and government benefit most. Afterwards you can audit a service process, close compliance gaps and report conduct performance. It runs in the classroom, online or in-house and leads to a CPD-accredited certificate.
Customer experience has become a regulated activity. Financial, utility, telecoms and health regulators increasingly expect providers to show how complaints are handled, how fees and terms are disclosed and how vulnerable customers are protected, while data protection law governs every recorded call and customer file. Organisations that treat service as a soft skill alone find themselves exposed when a supervisor asks for evidence.
The Governance and Compliance in Customer Service & Experience Training Course gives service and compliance teams a shared framework. It starts with governance structures: policy, accountability, the three lines model and the board's role in conduct oversight. It then works through the obligations that shape service delivery, including fair treatment and disclosure, complaints handling and escalation, service charters and service level commitments, privacy and consent, accessibility and the supervision of third-party and automated channels. Later sessions turn to assurance: call and case quality monitoring, mystery shopping, conduct indicators, trend analysis of complaint data, internal audit of the customer journey and regulatory reporting.
Teaching is workshop-based. Participants map a customer journey for compliance risk, redesign a complaints procedure against ISO 10002, test a sample of case files and draft a conduct risk dashboard that they can take back to their own organisation.
Participants completing the course will be able to:
What participants take back to work:
Learning is applied to participants' own service operations through:
Day 1: Governance Foundations for Customer Experience
Day 2: Compliance Obligations Across the Customer Journey
Day 3: Complaints Handling and Dispute Resolution
Day 4: Data, Channels and Third Parties
Day 5: Assurance, Reporting and Continuous Improvement
The programme brings together the people who own service quality and those who check it:
On completing all five days and the practical workshops, each participant receives a CPD-accredited Certificate of Completion issued by Vision Reach Global Consultancy.
The journey compliance map, complaints procedure and dashboard produced in class are retained by the participant, giving tangible evidence of applied learning that supervisors and auditors can review.
Upcoming cohorts
CPD-Accredited
Official invoice & confirmation letter provided
Team discount for 3+ seats
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Everything you need to know about this course before you register.
By the end of the Governance and Compliance in Customer Service & Experience programme, you'll be able to establish a customer experience governance structure with clear policy, ownership and board oversight, identify the legal, regulatory and contractual obligations that apply at each stage of the customer journey, design a complaints handling process aligned with iso 10002, including escalation and external referral, and apply fair treatment, transparent disclosure and vulnerable customer principles to products and service scripts. The full breakdown of topics is covered session by session in the Course Outline tab above.
The programme brings together the people who own service quality and those who check it: Customer experience and customer service managers, Compliance officers and conduct risk managers in banks, insurers and microfinance institutions, Complaints handling managers and ombudsman liaison officers, Contact centre managers and quality assurance analysts, Internal auditors reviewing customer-facing processes, Data protection officers supporting front-office teams, Service charter and citizen service coordinators in public agencies, Regulatory affairs staff in telecoms, energy and water utilities, and Product managers responsible for customer terms and disclosures.
Governance and Compliance in Customer Service & Experience Training Course typically runs as 5 Days. It's available as in-person classroom, live virtual, and in-house corporate training — every course can also be delivered on-site for your team on dates that suit you.
Governance and Compliance in Customer Service & Experience Training Course is scheduled in-classroom in Nairobi, Kenya, Mombasa, Kenya, Naivasha, 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.
The next live virtual cohort of Governance and Compliance in Customer Service & Experience starts November 9, 2026, with new classroom cohorts also running on a rolling basis. Pick a date and location in the schedule panel above, then click "Register for the Course" — it takes a few minutes and your seat is confirmed once payment or a signed purchase order is received.
Yes — delegates who meet the attendance requirement receive a Certificate of Completion for Governance and Compliance in Customer Service & Experience Training Course from Vision Reach Global Consultancy, issued in the name you register with, so double-check the spelling at checkout.
Governance and Compliance in Customer Service & Experience Training Course 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 Governance and Compliance in Customer Service & Experience Training Course 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 — Governance and Compliance in Customer Service & Experience Training Course 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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