Offered at the Kenya School of Government, this program is designed for professionals who want to play a role in improving service quality within their organizations. Participants will learn how to assess customer service standards, conduct audits, and develop clear, actionable reports. The course introduces key concepts in quality management, performance measurement, and customer experience, with a strong emphasis on practical application. By the end of the training, participants will be able to confidently carry out customer service assessments and contribute to better, more responsive service delivery.
About the Course
Aim of the Course
To develop competent Customer Service Excellence Assessors who can evaluate service standards and support organizations in delivering high-quality, customer-focused services.
Target Audience
Public service officers, Customer service and quality assurance staff, NGO and private sector professionals, Supervisors, managers, and team leaders, Individuals interested in becoming CSE assessors/auditors.
Learning Outcomes
- Conduct assessments and audits on compliance with customer service excellence standards.
- Develop and apply assessment tools for quality monitoring and reporting.
- Identify gaps and recommend improvement measures for service delivery.
- Support organizations in institutionalizing customer service excellence frameworks.
Mode of Delivery
Available delivery modes across campuses:
On Campus
Duration: 10 Days
Campuses
Select your preferred campus to view schedules and apply:
Matuga
Jun 15 - Jun 26, 2026
Schedule 1
Upcoming
Start Date
Jun 15, 2026
End Date
Jun 26, 2026
Mode
On Campus
Residential
KES 113,666
Non-Residential
KES 68,586
Admission Criteria
Candidates must meet the minimum entry requirements as specified by the Kenya School of Government.
Language of Instruction: English
