Leadership and Performance in Customer Service & Experience Training Course in Machakos, Kenya
Classroom training in Machakos · next cohort Nov 2, 2026 · from USD 1,600
Customers judge an organisation by its weakest interaction, and the quality of that interaction is shaped by the people who lead service teams. Supervisors who rely on targets alone tend to get rushed calls, defensive complaint handling and staff turnover that drains experience from the front line. Five days equip service leaders to raise performance through people. You translate customer promises into service standards and choose a balanced set of measures, such as Net Promoter Score, CSAT, Customer Effort Score, first contact resolution and average handling time, then use them to coach rather than police.
Sessions cover the service-profit chain, leadership styles for frontline teams, interaction quality monitoring, coaching with the GROW model, workforce planning, recognition, underperformance and leading through service failure and recovery, with ISO 10002 complaint handling principles as a reference. Customer service and contact centre managers, branch heads, team leaders and CX leads in banking, telecoms, utilities, hospitality, healthcare and public service delivery will benefit. Afterwards you can hold performance conversations that change behaviour and present a service scorecard to senior management. Delivery is classroom, online or in-house, with a CPD-accredited certificate.
At a Glance
Training in Machakos, Kenya
Machakos is a county town about an hour south-east of Nairobi, close to JKIA and Konza Technopolis.
More about training in Machakos →- Format
- Classroom, in Machakos
- Duration
- Mon - Fri (5 Days)
- Fee
- USD 1,600 (KES 115,000)
- Next start dates
- Nov 2, 2026, Nov 30, 2026, Dec 28, 2026
- Certificate
- Certificate of Completion
- Nearest airport
- Jomo Kenyatta International (NBO), about an hour by road
- From Nairobi
- About 60 km along Mombasa Road
- Time zone
- East Africa Time (UTC+3)
- Currency
- Kenyan shilling (KES). Fees are listed in USD and KES.
About this course
Customer expectations have been reshaped by mobile apps, instant messaging and real-time payments, and people now compare every provider with the best experience they have had anywhere. Organisations respond with new channels and technology, but results still depend on how well frontline teams are led. Service leaders must hit efficiency targets while keeping staff motivated, empowered and focused on solving problems rather than closing tickets.
The Leadership and Performance in Customer Service & Experience Training Course concentrates on the leadership side of service delivery. It opens with the link between employee engagement, service quality and customer loyalty, then moves through setting standards, building a measurement framework, coaching and quality assurance, managing capacity and workload, and handling complaints and recovery. The final day turns to culture: how leaders model customer-first behaviour, recognise good service and hold teams accountable without creating fear.
Participants learn through realistic service scenarios, KPI dashboards and coaching practice with structured feedback. Each delegate builds a team performance plan and a scorecard tailored to their own unit, ready to put in front of their manager on return to work.
Training Objectives
By the close of the five days, service leaders will be able to:
- Explain how employee engagement, service quality and customer loyalty connect through the service-profit chain.
- Translate customer promises into measurable service standards for each channel.
- Select and interpret experience metrics including NPS, CSAT, Customer Effort Score and first contact resolution.
- Coach frontline staff using structured models, call reviews and observed interactions.
- Plan staffing and schedules that balance service levels, cost and employee wellbeing.
- Lead service recovery and complaint resolution in line with ISO 10002 principles.
- Address underperformance fairly while recognising and rewarding excellent service.
- Build a customer-centred team culture that sustains performance gains.
What you'll learn
Key Takeaways
Each participant goes back to work with:
- A service standards charter for their team, covering each channel it uses.
- A one-page service scorecard balancing customer, efficiency and people measures.
- A coaching conversation guide and an interaction review template.
- A staffing and scheduling approach based on demand patterns and service level targets.
- A complaint escalation and recovery protocol their team can apply straight away.
- A recognition plan that rewards the behaviours customers notice.
- A 90-day team performance improvement plan with milestones and owners.
Training Methodology
Learning is built around the real responsibilities of service leaders, combining:
- Scenario-based discussions drawn from contact centres, branches and front offices
- KPI dashboard interpretation exercises using sample service data
- Coaching practice in pairs and trios with structured observer feedback
- A service failure simulation with live decisions and a debrief
- Peer exchange on staffing, motivation and performance challenges
- Individual work on a 90-day team performance plan
Day 1: Leading Service as a Driver of Business Performance
- The service-profit chain and why engaged staff create loyal customers
- Customer journeys and moments of truth across channels
- The leader's role in setting expectations and the tone of service
- Leadership styles for frontline and contact centre teams
- Diagnosing current team performance and service gaps
- Case study: a service turnaround led from the front line
- Self-assessment of personal leadership approach
Day 2: Service Standards and Performance Measures
- Turning customer promises into service standards
- Net Promoter Score, CSAT and Customer Effort Score: uses and limits
- Operational measures: first contact resolution, handling time, service level and abandonment
- Avoiding metrics that drive the wrong behaviour
- Building a balanced team scorecard
- Voice of the customer data and closing the feedback loop
- Exercise: designing a scorecard for a mixed-channel team
Day 3: Coaching and Quality Assurance
- Quality monitoring frameworks and calibration sessions
- The GROW coaching model applied to service conversations
- Giving feedback that changes behaviour
- Side-by-side coaching, call reviews and chat transcript analysis
- Developing problem-solving and empathy skills in agents
- Coaching role plays with observer feedback
- Building an individual development plan for each team member
Day 4: Workforce, Workload and Service Recovery
- Demand forecasting and scheduling basics for service teams
- Managing peaks, backlogs and multi-skilled teams
- Staff wellbeing, burnout and attrition risks
- Complaint handling principles from ISO 10002
- Service recovery: apology, fix, follow-up and learning
- Empowering staff to resolve issues at first contact
- Simulation: leading a team through a service failure
Day 5: Culture, Accountability and Sustained Performance
- Modelling customer-first behaviour as a leader
- Recognition and reward systems that reinforce service
- Handling underperformance and difficult conversations
- Running effective team huddles and performance reviews
- Reporting service performance to senior management
- Leading the team through new channels or system changes
- Presenting the 90-day team performance plan
- Course review and action commitments
It is intended for leaders responsible for service teams and customer outcomes, including:
- Customer service and customer experience managers
- Contact centre managers, supervisors and team leaders
- Branch and retail outlet managers
- Heads of operations responsible for service delivery
- Quality assurance and service excellence leads
- Client relationship and key account managers
- Patient experience and front office managers in healthcare and hospitality
- Managers of public service delivery and citizen service centres
On completion, participants who have attended every session and taken part in the coaching practice and simulation receive a CPD-accredited Certificate of Completion issued by Vision Reach Global Consultancy.
Alongside the certificate, delegates keep their service scorecard and team performance plan, which can support appraisal discussions and continuing professional development logs.
Choose Where You Want to Learn
Leadership and Performance in Customer Service & Experience Training Course Venues
KenyaMachakosNext Nov 2· 13 dates$1,600Viewing- KenyaNairobiNext Nov 9· 13 dates$1,500
- KenyaMombasaNext Oct 26· 13 dates$1,600
- KenyaNaivashaNext Nov 2· 13 dates$1,500
- KenyaKisumuNext Oct 26· 13 dates$1,500
UgandaKampalaNext Nov 2· 13 dates$1,900
RwandaKigaliNext Oct 26· 13 dates$1,900
TanzaniaArushaNext Nov 9· 13 dates$1,900- TanzaniaDodomaNext Oct 26· 13 dates$1,800
- TanzaniaDar es SalaamNext Oct 26· 13 dates$2,000
- TanzaniaZanzibarNext Nov 16· 13 dates$2,600
NigeriaLagosNext Nov 16· 13 dates$2,800- NigeriaAbujaNext Nov 9· 13 dates$2,800
South AfricaPretoriaNext Nov 2· 13 dates$3,200- South AfricaJohannesburgNext Nov 2· 13 dates$3,400
- South AfricaCape TownNext Oct 26· 13 dates$3,800
UAEDubaiNext Oct 26· 13 dates$3,800
GhanaAccraNext Nov 16· 13 dates$4,500
Scroll sideways to see all 18 cities →
Frequently Asked Questions About Leadership and Performance in Customer Service & Experience Training Course in Machakos
Everything you need to know about this course before you register.
Leadership and Performance in Customer Service & Experience Training Course runs as classroom training in Machakos, Kenya, in Monday-to-Friday cohorts that start every four weeks. The venue, daily timings and joining details are sent in your Joining Instructions email ahead of the start date.
The next Machakos cohort starts on November 2, 2026, and a new intake follows every four weeks. Pick a date under "Upcoming sessions in Machakos" above and click Register; your seat is confirmed once payment or a signed purchase order is received.
The classroom fee for Leadership and Performance in Customer Service & Experience Training Course in Machakos is USD 1,600 per delegate, covering tuition and course materials. Register 3 or more delegates together and a 5% team discount is applied automatically.
Yes. Besides Machakos, Leadership and Performance in Customer Service & Experience Training Course runs as classroom training in Nairobi, Mombasa, Naivasha, and Kisumu. It also runs as live online training you can join from anywhere in Kenya, and in-house at your organisation's own premises.
Yes — Leadership and Performance in Customer Service & Experience Training Course can be delivered at your offices in Machakos or at a venue you choose, on dates that suit your team, with case studies tailored to your sector. Message our training advisors to request a proposal.
By the end of the Leadership and Performance in Customer Service & Experience programme, you'll be able to explain how employee engagement, service quality and customer loyalty connect through the service-profit chain, translate customer promises into measurable service standards for each channel, select and interpret experience metrics including nps, csat, customer effort score and first contact resolution, and coach frontline staff using structured models, call reviews and observed interactions. The full breakdown of topics is covered session by session in the Course Outline tab above.
It is intended for leaders responsible for service teams and customer outcomes, including: Customer service and customer experience managers, Contact centre managers, supervisors and team leaders, Branch and retail outlet managers, Heads of operations responsible for service delivery, Quality assurance and service excellence leads, Client relationship and key account managers, Patient experience and front office managers in healthcare and hospitality, and Managers of public service delivery and citizen service centres.
Leadership and Performance 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.
Yes — delegates who meet the attendance requirement receive a Certificate of Completion for Leadership and Performance 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.
Leadership and Performance in Customer Service & Experience Training Course is pitched at advanced 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.
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What Our Clients Say
VRG brings strategic discipline to complex organizational challenges. Their approach is structured, data-driven, and outcome-focused.
Levis Wabwire
Managing Director
They facilitated our strategy review, we improved departmental KPI alignment by 35% and reduced operational bottlenecks significantly.
David Oketch
Strategy Lead
Employee engagement scores increased following the leadership training program. The difference in accountability culture is evident.
Wendy Albright
Program Manager
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