Customers now measure every interaction against the service they have enjoyed elsewhere, whether in a bank branch, on a mobile app or through a call centre. Organisations that announce a customer-first strategy but never change the processes, systems and behaviours behind it end up with frustrated staff, rising complaints and churn that is hard to reverse. Five days give you a structured way to move from intention to delivery. You start by diagnosing the current state with journey mapping, service blueprints, complaint data and customer feedback, then define a customer promise, measurable service standards and service level agreements.
Planning sessions cover voice-of-customer programmes using NPS, CSAT and customer effort score, CRM and contact centre tooling, omnichannel design, staff training and recognition, and the governance needed to keep improvements going. You build a phased roll-out plan with pilots, quick wins, budgets and change management steps. Customer service managers, CX and quality leads, contact centre supervisors, branch and retail managers, marketing staff and public service delivery officers will benefit. Delivery is available in the classroom, online or in-house, with a CPD-accredited certificate. You leave with a costed implementation plan ready to present to management.
Service quality has become one of the few lasting ways to stand apart in crowded markets and to earn public trust in government and NGO services. Yet many customer experience initiatives stall after the launch event: standards are written but not measured, feedback is collected but not acted on, and front-line staff are asked to deliver promises the back office cannot support.
The Planning and Implementation of Customer Service & Experience Training Course treats CX as a change programme with a clear sequence. Participants assess current performance and pain points, segment customers and map their journeys end to end, and identify the moments that most affect loyalty and cost to serve. They then translate findings into a customer charter, channel strategy, service standards and internal service level agreements, and design a measurement framework that links feedback scores to operational data. The second half of the week concentrates on implementation: prioritising initiatives, choosing CRM and feedback tools, preparing staff, running pilots, managing resistance and setting up governance so that improvement continues after the project team steps back.
Sessions mix short inputs with workshops on a case organisation and on participants' own services, so each person builds parts of a real implementation plan during the week.
After the five days, participants will be able to:
Participants complete the course with:
The course works as a series of planning workshops, combining:
Day 1: Diagnosing the Current Customer Experience
Day 2: Journey Mapping and Service Design
Day 3: Standards, Charters and Measurement
Day 4: Implementation Planning and Tools
Day 5: People, Change and Sustaining Results
The programme is intended for people who lead or coordinate service improvement, including:
On completing all five days and the planning workshops, participants receive a CPD-accredited Certificate of Completion issued by Vision Reach Global Consultancy. It confirms attendance, the course dates and the format attended, and is supported by the journey map, measurement plan and implementation plan each participant builds during the programme.
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 Planning and Implementation of Customer Service & Experience programme, you'll be able to assess current service performance using complaints, feedback, operational data and mystery shopping, map customer journeys and service blueprints to locate pain points and failure points, define a customer promise, service charter and measurable service standards, and design a voice-of-customer framework combining nps, csat, customer effort score and complaint analytics. The full breakdown of topics is covered session by session in the Course Outline tab above.
The programme is intended for people who lead or coordinate service improvement, including: Customer service and customer experience managers, Contact centre managers and team supervisors, Branch, retail and front-office managers, Quality assurance and service excellence officers, Marketing and brand managers responsible for customer insight, Complaints and customer relations officers, Public sector service delivery and citizen service centre managers, Hospitality, healthcare and utility service managers, and Project and transformation officers running CX initiatives.
Planning and Implementation 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.
Planning and Implementation 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 Planning and Implementation of Customer Service & Experience starts October 26, 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 Planning and Implementation 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.
Planning and Implementation 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 Planning and Implementation 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 — Planning and Implementation 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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