The Customer Care Course offers a comprehensive understanding of how to interact with customers effectively and maintain positive relationships that support organizational success. It covers key areas such as communication skills, customer handling techniques, service excellence, complaint management and emotional intelligence. Participants will learn how to identify customer needs, respond appropriately to inquiries, manage difficult situations and provide solutions that meet or exceed expectations. The course also explores the role of customer care in building brand reputation, improving customer retention and ensuring organizational growth.
About the Course
Aim of the Course
1. Develop effective customer service and interpersonal communication skills 2. Equip learners with techniques for managing customer interactions professionally 3. Enhance the ability to handle complaints and resolve conflicts 4. Promote a customer-centered approach in service delivery 5. Improve customer satisfaction, loyalty and retention
Target Audience
Front office staff, secretaries and personal assistants in the Public Service, private sector and Non-governmental Organizations (NGOs)
Learning Outcomes
- 1. Demonstrate effective communication skills in customer interactions
- 2. Deliver high-quality customer service that meets organizational standards
- 3. Identify and respond to customer needs professionally and efficiently
- 4. Handle customer complaints and difficult situations with confidence
- 5. Apply problem-solving and conflict resolution techniques
- 6. Maintain positive customer relationships to enhance loyalty
- 7. Exhibit professionalism, ethics and emotional intelligence in service delivery
- 8. Use appropriate customer care tools and systems (e.g., phone, email, digital platforms)
- 9. Contribute to improved organizational image and customer satisfaction
Mode of Delivery
Available delivery modes across campuses:
Duration: 5 Days
Campuses
Select your preferred campus to view schedules and apply:
Admission Criteria
Candidates must meet the minimum entry requirements as specified by the Kenya School of Government.
Language of Instruction: English
