Service Quality and Customer Satisfaction Course

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We are proud to offer this course in a variety of training formats to suit your needs. We use the highest quality learning facilities to make sure your experience is as comfortable as possible. Our face to face calendar allows you to choose any classroom course of your choice to be delivered at any venue of your choice - offering you the ultimate in convenience and value for money.

June 2024

Code Date Duration Location Fee Action
SQS01 17 Jun 2024 - 21 Jun 2024 5 days Nakuru, Kenya KES 84,000 | $1,100 Register
SQS01 24 Jun 2024 - 28 Jun 2024 5 days Nairobi, Kenya KES 83,000 | $1,100 Register
SQS01 17 Jun 2024 - 21 Jun 2024 5 days Kampala, Uganda $1,900 Register
SQS01 17 Jun 2024 - 21 Jun 2024 5 days Accra, Ghana $2,400 Register
SQS01 24 Jun 2024 - 28 Jun 2024 5 days Johannesburg, South Africa $2,400 Register
I Want To See More Dates...

Unfortunately, we do not have any dates scheduled at this time. Do you have a date in mind when you would like to take your training?

Request Custom Schedule

Contact Us on (+254) 715 077 817 / (+254) 792 516 000 or email us [email protected].

June 2024

17 Jun - 21 Jun 2024
5 days
KES 84,000 $1,100
24 Jun - 28 Jun 2024
5 days
KES 83,000 $1,100
17 Jun - 21 Jun 2024
5 days
17 Jun - 21 Jun 2024
5 days
24 Jun - 28 Jun 2024
5 days
I Want To See More Dates...

Unfortunately, we do not have any dates scheduled at this time. Do you have a date in mind when you would like to take your training?

Request Custom Schedule

Contact Us on (+254) 715 077 817 / (+254) 792 516 000 or email us [email protected].

Course overview

It is essential to accurately measure what your customers want and to develop breakthrough strategies to serve their needs. The heart of any organization can be found beating inside the walls of its customer service department. A satisfied customer’s positive “word-of-mouth” endorsement is by far your company’s greatest asset and most effective marketing strategy.

The Service Quality and Customer Satisfaction training course gives participants the best practices, communication skills, conflict resolution strategies, and customer satisfaction assessment tools they require to build a customer-centric organization. Participants will discover how to use a variety of statistical methods to collect and measure key indicators to identify service quality gaps to improve customer service satisfaction. 

Target audience

  • Customer Service Professionals
  • Customer care Managers and Supervisors
  • Team Leaders, Supervisors & Department Managers
  • Administrators
  • HR & Training Professionals
  • Accounts Personnel
  • Sales & Marketing Professionals
  • Public Relations Personnel


5 Days

Course Level:

Key Features

The key features of the Service quality and customer satisfaction training course are:

  • Advanced measurement tools and statistical assessment methods to sample customer service standards
  • Develop conflict resolution skills to work with difficult or aggressive customers in creating win-win situations
  • Enhance communication and persuasion skills to improve customer relations
  • Incorporate best practices of customer service satisfaction surveys to build a more proactive, customer-centric organization
  • Identify customer segments and service requirements for continuous improvement

Learning Goals

  • Use comprehensive statistical measurement methods to sample and analyze customer satisfaction
  • Establish the importance of setting and reviewing customer service excellence standards
  • Communicate more effectively by utilizing active listening and questioning skills
  • Demonstrate how to deal with demanding or aggressive customers in a professional manner
  • List goal setting techniques and time management tips to increase productivity

 Course contents

DAY 1 -Factors that Build Customer Satisfaction and Loyalty

  • Course overview and learning objectives
  • Why is measuring customer satisfaction important?
  • Breakout session: How to Use Customer Service to Increase Sales
  • Using the brainstorming technique to improve customer satisfaction
  • Breakout session: Brainstorming Ideas to Enhance the Customer Experience
  • Case study: Benchmarking Good and Bad Customer Service Providers
  • Customer service lessons from Taxi Terry
  • Going the Extra Mile to deliver customer service excellence
  • Your attitude makes a difference
  • The importance of teamwork and cooperation
  • Teambuilding and leadership exercise

DAY 2 -The Voice of the Customer: Measuring and Monitoring Customer Satisfaction

  • Managing customer expectations
  • Common mistakes in customer satisfaction measurement
  • Best practices: Advanced Customer Satisfaction Measurement Tools
  • Interpreting body language gestures, eye movement, and handshake styles
  • Understanding various types of customers using the DISC profiling model
  • Practical exercise: Determining Your DISC Profile
  • Developing your listening skills
  • Practical exercise: Listening Skills Survey
  • Questioning skills to uncover customer expectations and service requirements
  • Breakout session: Designing a Customer Satisfaction Measurement Survey

DAY 3 - Techniques for Handling Complaints and Working with Aggressive Customers

  • Best practices for recording and monitoring customer service issues
  • Empowering frontline employees to better serve their customers
  • Telephone tips to promote a professional image
  • The supervisor’s role in conflict resolution and service recovery
  • Managing emotions during stressful situations
  • Principles of persuasion: Negotiating win-win outcomes
  • Giving and receiving customer feedback
  • Evaluate service trends for performance improvement
  • Working with difficult or aggressive customers
  • Breakout session: Developing a Step-by-Step Process for Handling Customer Complaints

DAY 4 - Exceptional Customer Service: Taking Your Organization from Good to Great!

  • Benchmarking the characteristics of customer-focused organizations
  • How well does your organization communicate the importance of customer service
  • Does your mission statement reflect a commitment to customer satisfaction?
  • Case study: Xerox Five Pillars of Customer Focused Strategy
  • Overcoming communication barriers in the workplace
  • Serving internal and external customers
  • Your customer service is only as good as your worst employee
  • Case Study: Best Practices of Scandinavian Airlines and The Disney Corporation
  • Social media and PR damage control

DAY 5 - Leading the Way to Superior Customer Service Satisfaction

  • Practical exercise: Developing a Plan of Action
  • Goal setting for personal development
  • Practical exercise: Time Management Survey
  • Time management tips to overcome procrastination and maximize productivity
  • The impact of stress on individual and team performance
  • Stress management strategies for maintaining peak-performance
  • Course review and feedback

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Course Administration Details:


The instructor led trainings are delivered using a blended learning approach and comprises of presentations, guided sessions of practical exercise, web based tutorials and group work. Our facilitators are seasoned industry experts with years of experience, working as professional and trainers in these fields.

All facilitation and course materials will be offered in English. The participants should be reasonably proficient in English.


Upon successful completion of this training, participants will be issued with an Indepth Research Institute (IRES) certificate certified by the National Industrial Training Authority (NITA).


The training will be held at IRES Training Centre. The course fee covers the course tuition, training materials, two break refreshments and lunch.

All participants will additionally cater for their, travel expenses, visa application, insurance, and other personal expenses.


Accommodation and airport pickup are arranged upon request. For reservations contact the Training Officer.

Email:[email protected] or [email protected]  

Mob: +254 715 077 817 or +250 789 621 067


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

For further inquiries, please contact us on Tel: +254 715 077 817 or +250 789 621 067

Mob: +254 792516000+254 792516010, +250 789 621 067 or mail [email protected] or [email protected]


Payment should be transferred to IRES account through bank on or before course start date.

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Who else has taken this course?

# Job Title Organisation Country
1 Accounts Assistant Kenya National Trading Corporation Kenya
2 Principal Medical Supervisor Bank of Uganda (BoU) Uganda
3 Accounts Assistant Kenya National Trading Corporation Kenya
4 Accounts Assistant Kenya National Trading Corporation Kenya
5 Manager BTL Conference Centre - Ruiru Kenya

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