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Customer Experience & Service Excellence
Date and Time
Date: March 23-26, 2026, 8:30 AM – 5:00 PM
Venue
Kigali, Rwanda.
Overview
The Customer Experience & Service Excellence Training Program is designed to equip professionals with the skills, mindset, and tools required to deliver exceptional customer experiences and consistently high service standards.
The program focuses on customer-centric culture, service quality, emotional intelligence, service recovery, and continuous improvement, enabling organizations to enhance customer satisfaction, loyalty, and brand reputation.
Learning Objectives
By the end of the program, participants will be able to:
• Understand customer expectations and experience drivers
• Deliver consistent, high-quality service across touchpoints
• Communicate effectively and manage customer interactions
• Handle complaints and service recovery professionally
• Build a customer-focused culture and service mindset
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Training Benefits
Participants and organizations will gain:
• Improved customer satisfaction and loyalty
• Enhanced service quality and consistency
• Stronger communication and interpersonal skills
• Reduced customer complaints and service failures
• Increased employee engagement and accountability
• Practical tools for improving customer experience
Who Should Attend
- This program is ideal for:
- • Customer service and frontline staff
- • Sales, marketing, and relationship managers
- • Supervisors and team leaders
- • Call center and service desk professionals
- • Public sector service delivery officers
- • Hospitality, retail, and service industry staff
- • Managers responsible for customer experience
Workshop Outline / Modules
Module 1: Introduction to Customer Experience (CX)
• Understanding customer experience vs customer service
• Importance of CX in organizational success
• Customer expectations and perceptions
Module 2: Customer-Centric Culture & Mindset
• Building a customer-focused culture
• Values, attitudes, and behaviors
• Role of leadership in CX
Module 3: Understanding Customer Needs & Journeys
• Customer segmentation and personas
• Customer journey mapping
• Identifying pain points and moments of truth
Module 4: Communication & Interpersonal Skills
• Effective verbal and non-verbal communication
• Active listening and empathy
• Professional service etiquette
Module 5: Emotional Intelligence in Service Delivery
• Managing emotions and stress
• Empathy and rapport building
• Handling difficult customers
Module 6: Service Quality & Standards
• Service quality dimensions
• Setting and maintaining service standards
• Consistency across touchpoints
Module 7: Handling Complaints & Service Recovery
• Complaint management processes
• Turning complaints into opportunities
• Service recovery techniques
Module 8: Customer Engagement & Relationship Building
• Building long-term customer relationships
• Trust and loyalty development
• Managing customer expectations
Module 9: CX Measurement & Feedback
• Customer satisfaction and experience metrics
• Feedback tools and surveys
• Using feedback for improvement
Module 10: Digital Customer Experience
• Managing digital and online interactions
• Omni-channel service delivery
• Social media and online reputation
Module 11: Teamwork & Performance in Service Delivery
• Collaboration in service teams
• Accountability and performance management
• Continuous improvement
Module 12: Capstone – Customer Experience Improvement Plan
• CX case studies and role plays
• Development of customer experience action plans
• Presentations and feedback
Facilitator
GLI Certified Trainer
Investment / Fees
- Standard Fee: USD 1050 per participant
- Includes training materials, lunch, tea/coffee breaks, and certificate.
Registration Deadline
March 21,2026
How to Register
- Register here: https://www.leadership.rw/register/ or click “Register/Apply to Attend”.
- Then, payment details will be shown/visible & automatically emailed to you.
- Once payment is received, you’ll get a confirmation & pre-read pack 1 week before the workshop.
- Need help? Call +250 738 713 619 (9 AM–5 PM EAT).