Customers rarely leave because of one bad call. They leave after repeated transfers, broken promises on callbacks, long queues and complaints that resurface weeks later. Each of those failures also costs the organisation money in rework, repeat contacts and lost revenue. Over five days you learn to treat service as a process that can be measured, stabilised and improved. Sessions cover customer journey mapping, service blueprinting, SIPOC, value stream mapping and the distinction between value and failure demand, then move into Lean Six Sigma DMAIC, Pareto charts, fishbone diagrams and control charts applied to contact centre, branch and field service data.
You also set service level agreements, plan staffing with Erlang C, design complaint handling around ISO 10002 and build dashboards for first contact resolution, CSAT, Net Promoter Score and customer effort. It is aimed at customer service and contact centre managers, CX leads, branch and operations supervisors, quality analysts and process improvement officers in banking, telecoms, utilities, insurance, healthcare and government. Participants finish able to run an improvement project from problem statement to sustained control. Delivery is classroom, online or in-house, leading to a CPD-accredited certificate.
Service quality is often managed through slogans, mystery shopper scores and the occasional training refresher. Yet most of what customers experience is shaped by processes: how enquiries are routed, how quickly cases are resolved, whether staff have the information and authority to fix problems, and how complaints feed back into change. When these processes are weak, organisations pay twice, once in the cost of handling avoidable contacts and again in lost loyalty.
The Operational Excellence in Customer Service & Experience Training Course gives service leaders a disciplined method for finding and removing that waste. It starts with the voice of the customer and the mapping of journeys and service blueprints, so that participants can see where effort, delay and handoffs occur. It then applies lean principles and the DMAIC improvement cycle to real service problems, using root cause tools and simple statistics. Further sessions deal with capacity and workforce planning, service level design, complaint management, standard work and knowledge bases, and the role of self-service and automation. The final day turns to performance dashboards, daily huddles, control plans and the leadership routines that keep improvements in place.
Participants bring a service problem from their own organisation and work on it throughout the week, ending with a project charter, analysis and control plan ready for implementation.
After the five days, participants will be able to:
Each delegate goes home with:
Every session links a method to a real service problem. The programme uses:
Day 1: Customer Value, Demand and Journey Mapping
Day 2: Lean Service and Waste Removal
Day 3: DMAIC Problem Solving with Service Data
Day 4: Capacity, Service Levels and Complaint Handling
Day 5: Performance Management and Sustaining Gains
It is built for people who run or improve service operations, including:
On completion, participants receive a CPD-accredited Certificate of Completion issued by Vision Reach Global Consultancy. It is awarded for full attendance and for completing the journey mapping, root cause analysis and improvement project exercises across the week.
The project charter and control plan can be shown to managers as evidence of applied learning.
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 Operational Excellence in Customer Service & Experience programme, you'll be able to capture the voice of the customer and translate it into measurable service requirements, map customer journeys and service blueprints to expose handoffs, delays and failure demand, apply the dmaic cycle and lean tools to diagnose and solve recurring service problems, and analyse contact and complaint data with pareto charts, fishbone diagrams and control charts. The full breakdown of topics is covered session by session in the Course Outline tab above.
It is built for people who run or improve service operations, including: Customer service and contact centre managers, Customer experience (CX) leads and journey owners, Branch, retail and front-office operations supervisors, Quality assurance and service quality analysts, Lean and Six Sigma practitioners working in service functions, Complaints and customer relations managers, Workforce management and planning analysts, Service delivery managers in utilities, telecoms, insurance, healthcare and public agencies, and Heads of operations responsible for customer-facing teams.
Operational Excellence 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.
Operational Excellence 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 Operational Excellence in Customer Service & Experience starts October 19, 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 Operational Excellence 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.
Operational Excellence 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 Operational Excellence 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 — Operational Excellence 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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