T4D-Logo
Need Help?
Home → Categories → Marketing, Sales & Customer Experience → Customer Service & Experience → Customer Service Courses → Fundamentals of Customer Service Training Course
Fundamentals of Customer Service Training Course

Fundamentals of Customer Service Training Course

Intermediate | 5 days | Face to Face / Online / Elearning | Certificate
01

Course Overview

Course Summary
Course Title Fundamentals of Customer Service 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:

T4D presents the Fundamentals of Customer Service Training Course, a comprehensive program designed to introduce participants to the core principles and best practices of customer service. Over five days, participants will develop a deep understanding of customer expectations, service excellence, and the skills necessary to effectively manage customer interactions. The course blends practical exercises with real-life case studies, empowering participants to deliver superior service in a variety of contexts. Whether you're new to customer service or looking to strengthen your foundational skills, this course will equip you to exceed customer expectations and build lasting relationships.

Duration:

5 Days

Target Audience:

  • Customer service representatives
  • Frontline staff
  • Call center agents
  • New hires in customer service roles
  • Anyone interested in improving customer service skills

Organizational Impact:

  • Improved customer satisfaction and retention
  • Enhanced brand reputation
  • More efficient handling of customer inquiries
  • Increased employee productivity in customer-facing roles

Personal Impact:

  • Develop confidence in managing customer interactions
  • Gain essential communication and problem-solving skills
  • Learn strategies for improving job performance
  • Build a foundation for career advancement in customer service

Course Objectives:

  • Understand the fundamentals of customer service
  • Develop effective communication skills
  • Learn problem-solving techniques for customer service issues
  • Improve customer satisfaction through service excellence
  • Apply practical skills in real-world customer service scenarios
02

Course Modules

Course Modules:

Module 1: Introduction to Customer Service Excellence

  • Definition and importance of customer service
  • Key characteristics of a successful customer service professional
  • Customer service as a competitive advantage
  • Understanding customer expectations
  • Case Study: Examining customer service success in a retail environment

Module 2: Effective Communication in Customer Service

  • The role of communication in customer service
  • Active listening techniques
  • Verbal and non-verbal communication
  • Building rapport with customers
  • Case Study: Resolving communication breakdowns in a call center

Module 3: Problem Solving and Conflict Resolution

  • Common customer service challenges
  • Steps to effective problem solving
  • Handling customer complaints professionally
  • Techniques for diffusing difficult situations
  • Case Study: Turning a dissatisfied customer into a loyal one

Module 4: Delivering Exceptional Customer Service

  • Strategies for exceeding customer expectations
  • Personalizing customer interactions
  • Going the extra mile: service that delights
  • Customer loyalty and retention strategies
  • Case Study: Examining a company’s journey from average to exceptional service

Module 5: Customer Service Metrics and Continuous Improvement

  • Key performance indicators (KPIs) in customer service
  • Tools for measuring customer satisfaction
  • Gathering and analyzing customer feedback
  • Implementing improvements based on data
  • Case Study: Improving service delivery through feedback analysis
03

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].

Related Courses

Service Leadership Communication Skills Training Course

Service Leadership Communication Skills Training Course

 Serving Diverse Customer Groups Training Course

Serving Diverse Customer Groups Training Course

 Service Audits and Gap Analysis Training Course

Service Audits and Gap Analysis Training Course

Course Reviews

Based on 0 participant feedback

No reviews yet for this course. Be the first to share your experience!

Write a Course Review

Please share your honest feedback below.

5 / 5 (Excellent)

Share This Course

Date Cost
2026 Schedules
Nairobi
07 Dec - 11 Dec
KES 99,000 |
$1,500 		Register
Johannesberg
Mombasa
Kigali
Addis Ababa
Kuala Lumpur
Accra
Cairo
Cape Town
Pretoria
Dar es Salaam
Naivasha
Kisumu
Arusha
Machakos
Nakuru
Kampala
Dubai
Zanzibar
2027 Schedules
Dar es Salaam
04 Jan - 08 Jan

$2,100 		Register
01 Feb - 05 Feb

$2,100 		Register
01 Mar - 05 Mar

$2,100 		Register
05 Apr - 09 Apr

$2,100 		Register
03 May - 07 May

$2,100 		Register
07 Jun - 11 Jun

$2,100 		Register
05 Jul - 09 Jul

$2,100 		Register
02 Aug - 06 Aug

$2,100 		Register
06 Sep - 10 Sep

$2,100 		Register
04 Oct - 08 Oct

$2,100 		Register
01 Nov - 05 Nov

$2,100 		Register
06 Dec - 10 Dec

$2,100 		Register
Kigali
Addis Ababa
Kuala Lumpur
Accra
Pretoria
Cape Town
Johannesberg
Cairo
Arusha
Machakos
Zanzibar
Kisumu
Nakuru
Mombasa
Nairobi
Naivasha
Kampala
Dubai