Customers judge an organisation by how it treats them when something goes wrong, and regulators, ombudsmen and auditors increasingly judge it the same way. Five days help service leaders put the rules behind the experience into order. You review how consumer protection principles, sector regulations, data privacy duties and accessibility expectations shape what front-line teams can promise and must deliver. Sessions then move from principle to documents: service charters, service level standards, complaint handling procedures, escalation matrices, refund and remedy rules, vulnerable customer guidelines and call and chat recording notices.
You also work on governance, covering policy ownership, staff training, quality assurance, complaint root cause analysis, regulatory returns and customer feedback measures such as satisfaction scores, Net Promoter Score and effort scores. Customer experience managers, call centre and branch leaders, compliance officers, complaints handlers, public service delivery officers and quality assurance staff from banks, telecoms, utilities, insurers and government agencies will benefit. Exercises use real complaint scenarios and participants' own policy documents. Delivery is in the classroom, online or in-house, with a CPD-accredited certificate.
Service quality used to be a matter of staff attitude. It is now equally a matter of policy and compliance. Financial regulators, communications authorities, consumer protection bodies and public service commissions set expectations for fair treatment, transparency, complaint resolution and the handling of personal data, and customers are quick to escalate to social media or an ombudsman when those expectations are not met.
The Policy and Regulatory Frameworks for Customer Service & Experience Training Course helps organisations close the gap between what their policies say and what their teams do. Participants begin by mapping the legal and regulatory obligations that apply to their sector and the customer journeys they affect, from onboarding and marketing claims to billing, complaints and account closure. They then learn how to turn these duties into clear, usable policy, written in plain language and supported by procedures, scripts and escalation rules.
The middle of the course focuses on complaints: logging, classification, investigation, redress and root cause analysis, including how to report trends to management and regulators. The final sessions deal with monitoring and culture, covering quality scorecards, mystery shopping, audit trails, training and continual improvement. Participants work from sample policies and anonymised cases and finish by revising a policy or procedure from their own organisation.
By the end of the course, participants will be able to:
Participants leave the course with:
Participants work with real documents and scenarios throughout:
Day 1: The Regulatory Landscape for Customer Service
Day 2: Service Policies, Charters and Standards
Day 3: Complaints and Redress
Day 4: Data Protection, Recording and Digital Service
Day 5: Monitoring, Reporting and Improvement
The course is intended for people who set, apply or check the rules governing customer interactions, including:
A CPD-accredited Certificate of Completion from Vision Reach Global Consultancy is awarded to participants who attend the full programme and complete the drafting and case exercises.
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 Policy and Regulatory Frameworks for Customer Service & Experience programme, you'll be able to identify the consumer protection, sector and data privacy obligations relevant to customer service, draft a customer service charter with measurable service standards, design a complaint handling procedure with clear timelines and escalation levels, and apply fair treatment principles to refunds, remedies and vulnerable customers. The full breakdown of topics is covered session by session in the Course Outline tab above.
The course is intended for people who set, apply or check the rules governing customer interactions, including: Customer experience and customer service managers, Contact centre and branch network leaders, Complaints and ombudsman liaison officers, Compliance and risk officers in regulated industries, Quality assurance and service excellence teams, Public service delivery and citizen service officers, Policy and procedures writers, Telecommunications, utility, banking and insurance service supervisors, and Internal auditors reviewing service functions.
Policy and Regulatory Frameworks for 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.
Policy and Regulatory Frameworks for 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 Policy and Regulatory Frameworks for 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 Policy and Regulatory Frameworks for Customer Service & Experience Training Course from Vision Reach Global Consultancy, issued in the name you register with, so double-check the spelling at checkout.
Policy and Regulatory Frameworks for 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 Policy and Regulatory Frameworks for 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 — Policy and Regulatory Frameworks for 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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