The Customer Service Excellence Program for Frontline Officers is a 5-day course designed for staff who interact directly with customers across various service points. The program focuses on strengthening core customer service skills, including effective communication, problem-solving, and managing diverse customer needs. Participants will learn how to handle challenging situations professionally while maintaining a positive attitude and upholding service standards. Through practical and engaging learning approaches, the course helps participants improve their confidence, enhance customer experience, and represent their organizations effectively. It also reinforces the importance of professionalism, empathy, and adherence to institutional values in service delivery.
About the Course
Aim of the Course
To enhance the capacity of frontline officers to deliver high-quality, customer-focused services with professionalism and efficiency.
Target Audience
Frontline officers in Huduma Centres and service counters, Customer care officers in MDACs, Staff in NGOs and private sector organizations, Personnel in customer-facing roles across various departments.
Learning Outcomes
- Demonstrate professionalism and empathy in customer interactions
- Apply effective communication and problem-solving techniques
- Handle challenging customer situations with confidence
- Promote a positive organizational image
- Uphold customer service standards and institutional values
Mode of Delivery
Available delivery modes across campuses:
On Campus
Duration: 1 Week
Campuses
Select your preferred campus to view schedules and apply:
Baringo
Sep 22 - Sep 26, 2025
Schedule 1
Completed
Start Date
Sep 22, 2025
End Date
Sep 26, 2025
Mode
On Campus
Residential
KES 79,576
Non-Residential
KES 44,774
Mombasa
Mar 23 - Mar 27, 2026
Schedule 1
Completed
Start Date
Mar 23, 2026
End Date
Mar 27, 2026
Mode
On Campus
Residential
KES 79,576
Non-Residential
KES 44,774
Admission Criteria
Candidates must meet the minimum entry requirements as specified by the Kenya School of Government.
Language of Instruction: English
