This 4-week program prepares technical officers to deliver services that meet established customer service excellence standards. Participants will explore how customer service principles apply within technical roles and learn practical approaches to improving service quality. The course introduces tools such as Business Process Re-engineering (BPR), helping participants streamline workflows and enhance efficiency. Through guided sessions and practical exercises, participants will build the ability to implement customer excellence standards, improve service processes, and ensure compliance within their organizations.
About the Course
Aim of the Course
To equip technical officers with the skills and tools needed to deliver efficient, high-quality, and customer-focused technical services.
Target Audience
Technical officers in public service, Engineering, ICT, and operations staff, Service delivery personnel in private sector organizations, NGO staff involved in technical or field operations, Supervisors and team leaders in technical roles.
Learning Outcomes
- Promote and apply customer service excellence standards in their roles
- Use Business Process Re-engineering (BPR) tools to improve service delivery
- Implement customer excellence standards within their workplace
- Ensure compliance with organizational quality standards
Mode of Delivery
Available delivery modes across campuses:
On Campus
Duration: 4 Week
Campuses
Select your preferred campus to view schedules and apply:
Embu
May 04 - May 29, 2026
Schedule 1
Upcoming
Start Date
May 04, 2026
End Date
May 29, 2026
Mode
On Campus
Residential
KES 255,316
Non-Residential
KES 132,288
Nairobi
Nov 02 - Nov 28, 2025
Schedule 1
Completed
Start Date
Nov 02, 2025
End Date
Nov 28, 2025
Mode
On Campus
Residential
KES 255,316
Non-Residential
KES 132,288
Admission Criteria
Candidates must meet the minimum entry requirements as specified by the Kenya School of Government.
Language of Instruction: English
