Customer Service Excellence Training (5 Days)
Date and Time
Date: Sep 15-19, 2025, 8:30 AM – 5:00 PM
Venue
Kigali, Rwanda.
Overview
This 5-day program equips participants with the essential skills, mindset, and strategies to deliver exceptional customer service. The training emphasizes communication, emotional intelligence, problem-solving, and customer relationship management, enabling organizations to build loyalty, enhance customer satisfaction, and gain a competitive advantage. Through practical exercises, role-plays, and real-world case studies, participants will learn how to handle diverse customers, resolve complaints effectively, and exceed expectations.
Learning Objectives
Training Objectives
• To strengthen communication, interpersonal, and service delivery skills.
• To instill a customer-first mindset across all levels of the organization.
• To provide strategies for handling complaints and difficult customers.
• To enhance emotional intelligence and empathy in customer interactions.
• To build loyalty and long-term customer relationships.
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Training Benefits
• Improved customer satisfaction and retention rates.
• Enhanced organizational image and brand reputation.
• Increased staff confidence and service professionalism.
• Reduced customer complaints and conflicts.
• Stronger alignment of service delivery with organizational goals.
Who Should Attend
- • Customer service representatives and frontline staff.
- • Sales and marketing teams.
- • Supervisors and line managers.
- • Call center staff and helpdesk officers.
- • Public relations officers and administrators.
- • Any staff member who interacts with customers.
Workshop Outline / Modules
Day 1: Foundations of Customer Service Excellence
• Understanding customer service in today’s competitive environment.
• Defining service excellence: standards and expectations.
• The role of attitude and mindset in service delivery.
• Case study: Brands known for exceptional service.
Day 2: Communication and Interpersonal Skills
• Effective verbal and non-verbal communication.
• Active listening and questioning techniques.
• Tone, body language, and clarity in communication.
• Exercise: Role-play on customer engagement.
Day 3: Emotional Intelligence and Customer Relations
• Developing empathy and emotional intelligence in service.
• Understanding customer needs, motivations, and emotions.
• Building rapport and trust with customers.
• Group activity: Handling emotional customers.
Day 4: Handling Complaints and Difficult Customers
• Identifying common customer frustrations.
• Complaint resolution models (LEARN, LAST, HEART techniques).
• De-escalation strategies and conflict resolution skills.
• Role-play: Managing angry or dissatisfied customers.
Day 5: Creating Memorable Customer Experiences
• Going the extra mile: turning satisfied customers into loyal advocates.
• Service recovery strategies and follow-up practices.
• Building a customer-centric culture in organizations.
• Final group activity: Designing a service excellence improvement plan.
• Closing session and certification.
Facilitator
Global Leadership Institute Certified Trainers
Investment / Fees
- Standard Fee: USD 1090 per participant
- Group Discount:(3+ participants)- 10% off the standard fee
- Includes training materials, lunch, tea/coffee breaks, and certificate.
Registration Deadline
Sep 13,2025
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? Email: info@leadership.rw Call +250 738 713 619, +254 722 223084(9 AM–5 PM EAT).