Customers now compare every interaction with the best service they have had anywhere, and a slow reply, a transferred call or an unresolved complaint quickly becomes a lost account or a public review. Managers who run service teams need more than goodwill: they need standards, data, staffing plans and a culture that holds up under pressure. Over five days you learn to design and run a service operation that customers trust. Coverage includes service strategy and standards, customer journey mapping, SERVQUAL, NPS, CSAT and customer effort scores, first contact resolution, workforce planning with Erlang C, quality monitoring, ISO 10002 complaints handling and CRM platforms such as Salesforce, Zendesk and Freshdesk.
Leadership sessions cover coaching agents, managing performance, building a service culture, and managing budgets and service level agreements with internal teams and outsourced partners. Customer service managers, contact centre supervisors, branch and front office managers, client relationship heads and customer experience officers in banking, telecoms, insurance, utilities, hospitality, health and the public sector will find it practical. You return able to set targets, read a service dashboard and lead an improvement plan. Delivery is classroom, online or in-house, with a CPD-accredited certificate.
Service quality has become one of the clearest ways organisations differentiate themselves, whether they sell mobile data, insurance policies, hotel rooms or public services. Yet many service functions are still managed by instinct: targets focus on call volumes rather than resolution, complaints are handled case by case, and customer feedback sits in reports that nobody acts on. Effective management turns service into a measured, planned and continuously improving operation.
The Management of Customer Service & Experience Training Course covers the full scope of the service manager's role. It opens with service strategy, customer segmentation and the design of service standards, then moves to journey mapping and voice of the customer programmes. Participants learn to select and interpret key metrics, plan staffing across channels, run quality assurance and coach front-line staff. The final days address complaints management and service recovery, technology and omnichannel operations, and how to build a culture and governance structure that sustains improvement.
Each session pairs a management concept with a practical tool. Participants analyse sample contact centre data, build a staffing forecast, score recorded interactions against a quality form and design a service dashboard, finishing with an improvement plan for their own team.
After the five days, participants should be able to:
Each participant goes home with:
Sessions move between management concepts and the tools service leaders use every day:
Day 1: Service Strategy and Standards
Day 2: Customer Journeys and the Voice of the Customer
Day 3: Metrics, Workforce Planning and Quality Assurance
Day 4: Complaints, Service Recovery and Technology
Day 5: Leading Service Teams and Sustaining Improvement
The programme is aimed at those who manage, or are moving into managing, customer-facing operations, including:
Participants who complete all five days, including the journey mapping, staffing and quality exercises, earn a CPD-accredited Certificate of Completion issued by Vision Reach Global Consultancy.
It states the course name, dates and whether attendance was in the classroom, online or in-house, and supports continuing professional development records.
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 Management of Customer Service & Experience programme, you'll be able to develop a customer service strategy and service standards aligned with organisational goals and customer segments, map customer journeys and pinpoint moments of truth and pain points across channels, select, measure and interpret service kpis including nps, csat, customer effort score and first contact resolution, and forecast workload and plan staffing for contact centres and service desks. The full breakdown of topics is covered session by session in the Course Outline tab above.
The programme is aimed at those who manage, or are moving into managing, customer-facing operations, including: Customer service managers and heads of customer experience, Contact centre and call centre managers and team leaders, Branch, front office and reception managers, Client relationship and account management leads, Quality assurance and training officers in service teams, Complaints and customer advocacy officers, Service delivery managers in banks, telecoms, insurers and utilities, Guest relations and front desk managers in hospitality, and Citizen service centre managers in the public sector.
Management of 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.
Management of 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 Management of Customer Service & Experience starts November 2, 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 Management of Customer Service & Experience Training Course from Vision Reach Global Consultancy, issued in the name you register with, so double-check the spelling at checkout.
Management of 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 Management of 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 — Management of 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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