Customer Service Quality Assurance Training Course Tech For Development (T4D)

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Customer Service Quality Assurance Training Course

Foundation | 5 days | Face to Face / Online / Elearning | Certificate

Course Overview

Course Summary

Course Title	Customer Service Quality Assurance Training Course
Organization	Tech For Development (T4D)
Venue	Tech For Development (T4D) Training Centre
Duration	5 days
Target Industries
Target Job Roles
Course Fees (Face-to-Face)	USD 1,500/KES 99,000 (Exclusive of VAT)
Course Fees (Virtual)	USD 1,000/KES 70,000 (Exclusive of VAT)
Training Modes	Virtual and face-to-face training
Payment	Payment should be made to the Tech For Development (T4D) bank account on or before the start of the course
Accreditation	Tech For Development Certificate of Course Completion

Course Overview:
This 5-day course, provided by T4D, is designed to equip participants with the tools and strategies to implement a high-standard customer service quality assurance framework. By the end of this course, participants will be able to monitor, evaluate, and improve customer service performance, ensuring consistent service delivery that meets organizational standards and exceeds customer expectations.

Course Duration:

5 Days

Target Audience:

Customer Service Managers
Quality Assurance Specialists
Supervisors and Team Leaders
Contact Center Managers
Customer Experience Officers

Personal Impact:

Gain a comprehensive understanding of customer service quality assurance processes.
Learn how to measure and evaluate customer service performance effectively.
Develop skills to identify and close service quality gaps.
Improve communication and leadership in customer service settings.

Organizational Impact:

Strengthen the organization’s customer service standards.
Improve customer satisfaction and retention rates.
Build a quality-driven customer service culture.
Ensure consistent delivery of exceptional customer experiences.

Course Objectives:

Understand the fundamentals of customer service quality assurance.
Learn how to set and measure key performance indicators (KPIs) for customer service.
Develop techniques to audit and monitor customer service interactions.
Implement feedback mechanisms to improve service quality.
Gain skills in coaching and training teams to maintain high service standards.

Course Modules

Course Outline:

Module 1: Introduction to Customer Service Quality Assurance

Key Topics:
- Defining Customer Service Quality Assurance
- Importance of Quality in Customer Service
- Aligning Quality Assurance with Organizational Goals
Case Study: Best practices in customer service quality assurance from leading brands
Activity: Group discussion on the benefits and challenges of implementing quality assurance

Module 2: Setting and Measuring Customer Service KPIs

Key Topics:
- Identifying Key Customer Service Metrics
- Techniques for Monitoring and Measuring Performance
- Using Data and Analytics to Track Service Quality
Real-Life Project: Developing KPIs for a customer service department
Activity: Workshop on setting measurable KPIs for different customer service roles

Module 3: Auditing and Monitoring Customer Service Interactions

Key Topics:
- Conducting Quality Audits of Customer Interactions
- Tools and Techniques for Monitoring Service Delivery
- Identifying Areas for Improvement Through Auditing
Case Study: Successful customer service audits in various industries
Activity: Role-playing customer service audits to identify quality gaps

Module 4: Feedback and Improvement in Customer Service

Key Topics:
- Gathering and Analyzing Customer Feedback
- Using Feedback for Continuous Service Improvement
- Building a Feedback-Driven Culture in Customer Service
Real-Life Project: Designing a feedback system for customer service quality improvement
Activity: Group discussion on integrating customer feedback into quality assurance systems

Module 5: Coaching and Training for Customer Service Excellence

Key Topics:
- Coaching Techniques to Improve Service Delivery
- Training Teams for Consistent Quality Performance
- Developing Continuous Improvement Programs
Case Study: Coaching programs that transformed customer service teams
Activity: Workshop on creating a training plan for customer service excellence

Course Administration

Methodology

Instructor-led sessions use a blended learning approach combining presentations, guided practical exercises, web-based tutorials, and group work, delivered by seasoned industry experts. All facilitation and course materials are in English, so participants should be reasonably proficient in the language.

Accreditation

Upon successful completion of this training, participants will be issued a Tech For Development Certificate of Course Completion

Training Venue

The training will be held at the Tech For Development Training Centre. The course fee covers the course tuition, training materials, two break refreshments, and lunch. All participants will additionally cater to their travel expenses, visa application, insurance, and other personal expenses.

Accommodation & Airport Transfer

Arranged upon request.For reservations contact the Training Officer:
Email: [email protected]
Phone: (+254) 790 824 179

Tailor-Made

This training can also be customized to suit the needs of your institution upon request. You can have it delivered in our T4D Training Centre or at a convenient location.

Payment

Payment should be transferred to the T4D account through a bank on or before the start of the course. Send proof of payment to [email protected].

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Date	Cost
2026 Schedules
Nairobi
16 Nov - 20 Nov	KES 99,000 \| $1,500	Register
14 Dec - 18 Dec	KES 99,000 \| $1,500	Register

Johannesberg
16 Nov - 20 Nov	$3,100	Register
14 Dec - 18 Dec	$3,100	Register

Mombasa
16 Nov - 20 Nov	KES 115,000 \| $1,500	Register
14 Dec - 18 Dec	KES 115,000 \| $1,500	Register

Kigali
16 Nov - 20 Nov	$1,850	Register
14 Dec - 18 Dec	$1,850	Register

Addis Ababa
16 Nov - 20 Nov	$3,100	Register
14 Dec - 18 Dec	$3,100	Register

Kuala Lumpur
16 Nov - 20 Nov	$5,500	Register
14 Dec - 18 Dec	$5,500	Register

Accra
16 Nov - 20 Nov	$3,200	Register
14 Dec - 18 Dec	$3,200	Register

Cairo
16 Nov - 20 Nov	$4,200	Register
14 Dec - 18 Dec	$4,200	Register

Cape Town
16 Nov - 20 Nov	$3,800	Register
14 Dec - 18 Dec	$3,800	Register

Pretoria
16 Nov - 20 Nov	$3,100	Register
14 Dec - 18 Dec	$3,100	Register

Dar es Salaam
16 Nov - 20 Nov	$2,100	Register
14 Dec - 18 Dec	$2,100	Register

Naivasha
16 Nov - 20 Nov	KES 110,000 \| $1,500	Register
14 Dec - 18 Dec	KES 110,000 \| $1,500	Register

Kisumu
16 Nov - 20 Nov	KES 110,000 \| $1,500	Register
14 Dec - 18 Dec	KES 110,000 \| $1,500	Register

Arusha
16 Nov - 20 Nov	$2,100	Register
14 Dec - 18 Dec	$2,100	Register

Machakos
16 Nov - 20 Nov	KES 110,000 \| $1,500	Register
14 Dec - 18 Dec	KES 110,000 \| $1,500	Register

Nakuru
16 Nov - 20 Nov	KES 110,000 \| $1,500	Register
14 Dec - 18 Dec	KES 110,000 \| $1,500	Register

Kampala
16 Nov - 20 Nov	$1,800	Register
14 Dec - 18 Dec	$1,800	Register

Dubai
16 Nov - 20 Nov	$3,900	Register
14 Dec - 18 Dec	$3,900	Register

Zanzibar
16 Nov - 20 Nov	$2,100	Register
14 Dec - 18 Dec	$2,100	Register
2027 Schedules
Dar es Salaam
18 Jan - 22 Jan	$2,100	Register
15 Feb - 19 Feb	$2,100	Register
15 Mar - 19 Mar	$2,100	Register
19 Apr - 23 Apr	$2,100	Register
17 May - 21 May	$2,100	Register
21 Jun - 25 Jun	$2,100	Register
19 Jul - 23 Jul	$2,100	Register
16 Aug - 20 Aug	$2,100	Register
20 Sep - 24 Sep	$2,100	Register
11 Oct - 15 Oct	$2,100	Register
15 Nov - 19 Nov	$2,100	Register
20 Dec - 24 Dec	$2,100	Register

Kigali
18 Jan - 22 Jan	$1,850	Register
15 Feb - 19 Feb	$1,850	Register
15 Mar - 19 Mar	$1,850	Register
19 Apr - 23 Apr	$1,850	Register
17 May - 21 May	$1,850	Register
21 Jun - 25 Jun	$1,850	Register
19 Jul - 23 Jul	$1,850	Register
16 Aug - 20 Aug	$1,850	Register
20 Sep - 24 Sep	$1,850	Register
11 Oct - 15 Oct	$1,850	Register
15 Nov - 19 Nov	$1,850	Register
20 Dec - 24 Dec	$1,850	Register

Addis Ababa
18 Jan - 22 Jan	$3,100	Register
15 Feb - 19 Feb	$3,100	Register
15 Mar - 19 Mar	$3,100	Register
19 Apr - 23 Apr	$3,100	Register
17 May - 21 May	$3,100	Register
21 Jun - 25 Jun	$3,100	Register
19 Jul - 23 Jul	$3,100	Register
16 Aug - 20 Aug	$3,100	Register
20 Sep - 24 Sep	$3,100	Register
11 Oct - 15 Oct	$3,100	Register
15 Nov - 19 Nov	$3,100	Register
20 Dec - 24 Dec	$3,100	Register

Kuala Lumpur
18 Jan - 22 Jan	$5,500	Register
15 Feb - 19 Feb	$5,500	Register
15 Mar - 19 Mar	$5,500	Register
19 Apr - 23 Apr	$5,500	Register
17 May - 21 May	$5,500	Register
21 Jun - 25 Jun	$5,500	Register
19 Jul - 23 Jul	$5,500	Register
16 Aug - 20 Aug	$5,500	Register
20 Sep - 24 Sep	$5,500	Register
11 Oct - 15 Oct	$5,500	Register
15 Nov - 19 Nov	$5,500	Register
20 Dec - 24 Dec	$5,500	Register

Accra
18 Jan - 22 Jan	$3,200	Register
15 Feb - 19 Feb	$3,200	Register
15 Mar - 19 Mar	$3,200	Register
19 Apr - 23 Apr	$3,200	Register
17 May - 21 May	$3,200	Register
21 Jun - 25 Jun	$3,200	Register
19 Jul - 23 Jul	$3,200	Register
16 Aug - 20 Aug	$3,200	Register
20 Sep - 24 Sep	$3,200	Register
11 Oct - 15 Oct	$3,200	Register
15 Nov - 19 Nov	$3,200	Register
20 Dec - 24 Dec	$3,200	Register

Cairo
18 Jan - 22 Jan	$4,200	Register
15 Feb - 19 Feb	$4,200	Register
15 Mar - 19 Mar	$4,200	Register
19 Apr - 23 Apr	$4,200	Register
17 May - 21 May	$4,200	Register
21 Jun - 25 Jun	$4,200	Register
19 Jul - 23 Jul	$4,200	Register
16 Aug - 20 Aug	$4,200	Register
20 Sep - 24 Sep	$4,200	Register
11 Oct - 15 Oct	$4,200	Register
15 Nov - 19 Nov	$4,200	Register
20 Dec - 24 Dec	$4,200	Register

Pretoria
18 Jan - 22 Jan	$3,100	Register
15 Feb - 19 Feb	$3,100	Register
15 Mar - 19 Mar	$3,100	Register
19 Apr - 23 Apr	$3,100	Register
17 May - 21 May	$3,100	Register
21 Jun - 25 Jun	$3,100	Register
19 Jul - 23 Jul	$3,100	Register
16 Aug - 20 Aug	$3,100	Register
20 Sep - 24 Sep	$3,100	Register
11 Oct - 15 Oct	$3,100	Register
15 Nov - 19 Nov	$3,100	Register
20 Dec - 24 Dec	$3,100	Register

Cape Town
18 Jan - 22 Jan	$3,800	Register
15 Feb - 19 Feb	$3,800	Register
15 Mar - 19 Mar	$3,800	Register
19 Apr - 23 Apr	$3,800	Register
17 May - 21 May	$3,800	Register
21 Jun - 25 Jun	$3,800	Register
19 Jul - 23 Jul	$3,800	Register
16 Aug - 20 Aug	$3,800	Register
20 Sep - 24 Sep	$3,800	Register
11 Oct - 15 Oct	$3,800	Register
15 Nov - 19 Nov	$3,800	Register
20 Dec - 24 Dec	$3,800	Register

Johannesberg
18 Jan - 22 Jan	$3,100	Register
15 Feb - 19 Feb	$3,100	Register
15 Mar - 19 Mar	$3,100	Register
19 Apr - 23 Apr	$3,100	Register
17 May - 21 May	$3,100	Register
21 Jun - 25 Jun	$3,100	Register
19 Jul - 23 Jul	$3,100	Register
16 Aug - 20 Aug	$3,100	Register
20 Sep - 24 Sep	$3,100	Register
11 Oct - 15 Oct	$3,100	Register
15 Nov - 19 Nov	$3,100	Register
20 Dec - 24 Dec	$3,100	Register

Zanzibar
18 Jan - 22 Jan	$2,100	Register
15 Feb - 19 Feb	$2,100	Register
15 Mar - 19 Mar	$2,100	Register
19 Apr - 23 Apr	$2,100	Register
17 May - 21 May	$2,100	Register
21 Jun - 25 Jun	$2,100	Register
19 Jul - 23 Jul	$2,100	Register
16 Aug - 20 Aug	$2,100	Register
20 Sep - 24 Sep	$2,100	Register
11 Oct - 15 Oct	$2,100	Register
15 Nov - 19 Nov	$2,100	Register
20 Dec - 24 Dec	$2,100	Register

Arusha
18 Jan - 22 Jan	$2,100	Register
15 Feb - 19 Feb	$2,100	Register
15 Mar - 19 Mar	$2,100	Register
19 Apr - 23 Apr	$2,100	Register
17 May - 21 May	$2,100	Register
21 Jun - 25 Jun	$2,100	Register
19 Jul - 23 Jul	$2,100	Register
16 Aug - 20 Aug	$2,100	Register
20 Sep - 24 Sep	$2,100	Register
11 Oct - 15 Oct	$2,100	Register
15 Nov - 19 Nov	$2,100	Register
20 Dec - 24 Dec	$2,100	Register

Kisumu
18 Jan - 22 Jan	KES 110,000 \| $1,500	Register
15 Feb - 19 Feb	KES 110,000 \| $1,500	Register
15 Mar - 19 Mar	KES 110,000 \| $1,500	Register
19 Apr - 23 Apr	KES 110,000 \| $1,500	Register
17 May - 21 May	KES 110,000 \| $1,500	Register
21 Jun - 25 Jun	KES 110,000 \| $1,500	Register
19 Jul - 23 Jul	KES 110,000 \| $1,500	Register
16 Aug - 20 Aug	KES 110,000 \| $1,500	Register
20 Sep - 24 Sep	KES 110,000 \| $1,500	Register
11 Oct - 15 Oct	KES 110,000 \| $1,500	Register
15 Nov - 19 Nov	KES 110,000 \| $1,500	Register
20 Dec - 24 Dec	KES 110,000 \| $1,500	Register

Dubai
18 Jan - 22 Jan	$3,900	Register
15 Feb - 19 Feb	$3,900	Register
15 Mar - 19 Mar	$3,900	Register
19 Apr - 23 Apr	$3,900	Register
17 May - 21 May	$3,900	Register
21 Jun - 25 Jun	$3,900	Register
19 Jul - 23 Jul	$3,900	Register
16 Aug - 20 Aug	$3,900	Register
20 Sep - 24 Sep	$3,900	Register
11 Oct - 15 Oct	$3,900	Register
15 Nov - 19 Nov	$3,900	Register
20 Dec - 24 Dec	$3,900	Register

Mombasa
18 Jan - 22 Jan	KES 115,000 \| $1,500	Register
15 Feb - 19 Feb	KES 115,000 \| $1,500	Register
15 Mar - 19 Mar	KES 115,000 \| $1,500	Register
19 Apr - 23 Apr	KES 115,000 \| $1,500	Register
17 May - 21 May	KES 115,000 \| $1,500	Register
21 Jun - 25 Jun	KES 115,000 \| $1,500	Register
19 Jul - 23 Jul	KES 115,000 \| $1,500	Register
16 Aug - 20 Aug	KES 115,000 \| $1,500	Register
20 Sep - 24 Sep	KES 115,000 \| $1,500	Register
11 Oct - 15 Oct	KES 115,000 \| $1,500	Register
15 Nov - 19 Nov	KES 115,000 \| $1,500	Register
20 Dec - 24 Dec	KES 115,000 \| $1,500	Register

Nairobi
18 Jan - 22 Jan	KES 99,000 \| $1,500	Register
15 Feb - 19 Feb	KES 99,000 \| $1,500	Register
15 Mar - 19 Mar	KES 99,000 \| $1,500	Register
19 Apr - 23 Apr	KES 99,000 \| $1,500	Register
17 May - 21 May	KES 99,000 \| $1,500	Register
21 Jun - 25 Jun	KES 99,000 \| $1,500	Register
19 Jul - 23 Jul	KES 99,000 \| $1,500	Register
16 Aug - 20 Aug	KES 99,000 \| $1,500	Register
20 Sep - 24 Sep	KES 99,000 \| $1,500	Register
11 Oct - 15 Oct	KES 99,000 \| $1,500	Register
15 Nov - 19 Nov	KES 99,000 \| $1,500	Register
20 Dec - 24 Dec	KES 99,000 \| $1,500	Register

Nakuru
18 Jan - 22 Jan	KES 110,000 \| $1,500	Register
15 Feb - 19 Feb	KES 110,000 \| $1,500	Register
15 Mar - 19 Mar	KES 110,000 \| $1,500	Register
19 Apr - 23 Apr	KES 110,000 \| $1,500	Register
17 May - 21 May	KES 110,000 \| $1,500	Register
21 Jun - 25 Jun	KES 110,000 \| $1,500	Register
19 Jul - 23 Jul	KES 110,000 \| $1,500	Register
16 Aug - 20 Aug	KES 110,000 \| $1,500	Register
20 Sep - 24 Sep	KES 110,000 \| $1,500	Register
11 Oct - 15 Oct	KES 110,000 \| $1,500	Register
15 Nov - 19 Nov	KES 110,000 \| $1,500	Register
20 Dec - 24 Dec	KES 110,000 \| $1,500	Register

Machakos
18 Jan - 22 Jan	KES 110,000 \| $1,500	Register
15 Feb - 19 Feb	KES 110,000 \| $1,500	Register
15 Mar - 19 Mar	KES 110,000 \| $1,500	Register
19 Apr - 23 Apr	KES 110,000 \| $1,500	Register
17 May - 21 May	KES 110,000 \| $1,500	Register
21 Jun - 25 Jun	KES 110,000 \| $1,500	Register
19 Jul - 23 Jul	KES 110,000 \| $1,500	Register
16 Aug - 20 Aug	KES 110,000 \| $1,500	Register
20 Sep - 24 Sep	KES 110,000 \| $1,500	Register
11 Oct - 15 Oct	KES 110,000 \| $1,500	Register
15 Nov - 19 Nov	KES 110,000 \| $1,500	Register
20 Dec - 24 Dec	KES 110,000 \| $1,500	Register

Naivasha
18 Jan - 22 Jan	KES 110,000 \| $1,500	Register
15 Feb - 19 Feb	KES 110,000 \| $1,500	Register
15 Mar - 19 Mar	KES 110,000 \| $1,500	Register
19 Apr - 23 Apr	KES 110,000 \| $1,500	Register
17 May - 21 May	KES 110,000 \| $1,500	Register
21 Jun - 25 Jun	KES 110,000 \| $1,500	Register
19 Jul - 23 Jul	KES 110,000 \| $1,500	Register
16 Aug - 20 Aug	KES 110,000 \| $1,500	Register
20 Sep - 24 Sep	KES 110,000 \| $1,500	Register
11 Oct - 15 Oct	KES 110,000 \| $1,500	Register
15 Nov - 19 Nov	KES 110,000 \| $1,500	Register
20 Dec - 24 Dec	KES 110,000 \| $1,500	Register

Kampala
18 Jan - 22 Jan	$1,800	Register
15 Feb - 19 Feb	$1,800	Register
15 Mar - 19 Mar	$1,800	Register
19 Apr - 23 Apr	$1,800	Register
17 May - 21 May	$1,800	Register
21 Jun - 25 Jun	$1,800	Register
19 Jul - 23 Jul	$1,800	Register
16 Aug - 20 Aug	$1,800	Register
20 Sep - 24 Sep	$1,800	Register
11 Oct - 15 Oct	$1,800	Register
15 Nov - 19 Nov	$1,800	Register
20 Dec - 24 Dec	$1,800	Register

Date & Mode	Cost

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Customer Service Quality Assurance Training Course

Course Overview

Course Modules

Module 1: Introduction to Customer Service Quality Assurance

Module 2: Setting and Measuring Customer Service KPIs

Module 3: Auditing and Monitoring Customer Service Interactions

Module 4: Feedback and Improvement in Customer Service

Module 5: Coaching and Training for Customer Service Excellence

Course Administration

Methodology

Accreditation

Training Venue

Accommodation & Airport Transfer

Tailor-Made

Payment

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Most requested

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Most requested

Most requested

Most requested

Most requested

Most requested

Most requested

Most requested

Most requested

Customer Service Quality Assurance Training Course

Course Overview

Course Modules

Module 1: Introduction to Customer Service Quality Assurance

Module 2: Setting and Measuring Customer Service KPIs

Module 3: Auditing and Monitoring Customer Service Interactions

Module 4: Feedback and Improvement in Customer Service

Module 5: Coaching and Training for Customer Service Excellence

Course Administration

Methodology

Accreditation

Training Venue

Accommodation & Airport Transfer

Tailor-Made

Payment

Related Courses

Customer Service Excellence & Emotional Intelligence Training Course

Customer Service and Retention Training Course

Total Quality Management (TQM) in Service Training Course

Course Reviews

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