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November 2026 · Kigali

Customer Experience & Service Excellence

3 Days of practical, facilitator-led professional training in Kigali, Rwanda — 30 Nov–2 Dec 2026. Certificate of completion awarded by the Global Leadership Institute.

Enrol & Pay → 💬 WhatsApp to Book
Dates30 Nov–2 Dec 2026
Duration3 Days
VenueKigali, Rwanda
InvestmentUSD 950KES 124,450 @ 131

Programme Objective

This programme is designed to raise the standard of service an organisation delivers and the reliability with which it recovers when something fails. Over 3 days participants work through the practices that experienced practitioners actually use — not theory alone — and leave with methods, checklists and a personal action plan they can apply immediately on return to work.

Programme Benefits

For the organisation

  • Capability built in the people already accountable for the work, rather than bought in repeatedly
  • Consistent methods and shared vocabulary across the team, reducing rework and disagreement
  • Fewer costly errors in customer experience & service excellence through recognised professional practice
  • Evidence of staff development for regulators, funders, auditors and tender pre-qualification
  • A participant action plan the organisation can hold them to after the programme

For the individual

  • Practical competence that is immediately usable in the current role
  • A recognised GLI certificate that is verifiable and strengthens a professional profile
  • Confidence in the judgement calls the role requires, not just the procedures
  • A peer network from other organisations facing the same problems
  • Course materials and job aids to refer to long after the training ends

Who Should Attend

  • Customer service officers, agents and supervisors
  • Frontline and contact centre staff
  • Branch, retail and reception teams
  • Managers accountable for service quality
  • Professionals preparing for the responsibilities covered by this programme

Comprehensive Course Outline

Delivered over 3 days through facilitation, worked examples, group exercises and case discussion drawn from Rwandan and regional organisations.

Day 1

  • What service quality is: expectation, delivery and the gap
  • Understanding the customer journey end to end
  • Service standards, promises and what the operation can keep

Day 2

  • Handling complaints and the economics of recovery
  • Difficult customers and emotionally demanding contact
  • Customer effort: the friction that drives people away

Day 3

  • Voice of the customer: listening that changes something
  • Service culture, frontline authority and empowerment
  • Measuring service: the metrics that mislead and those that do not

Certification

Participants who complete the programme receive a Global Leadership Institute Certificate of Completion in Customer Experience & Service Excellence, issued in the participant's own name and verifiable through GLI. The Global Leadership Institute is NITA accredited and ISO 21001:2025 certified, and its certifications are recognised across the region. Participants seeking a full professional designation can progress to the related GLI certification programme.

Enrolment & Payment

How to enrol

  • Complete the registration form or contact us directly
  • Pay online by card below, or request an invoice for bank transfer
  • Joining instructions and venue details follow on confirmation
  • Groups of three or more: contact us first for the group rate

Fee: USD 950 (KES 124,450) per participant — covers tuition, materials, certificate, refreshments and lunch.

Pay online

Enter the participant email, then pay securely by card. A receipt is issued immediately.

Fee is USD 950, charged in Kenyan Shillings at KES 124,450 (rate: 1 USD = KES 131).

Prefer an invoice or bank transfer? Contact us and we will raise one for your finance office.

Frequently Asked Questions

Who should attend the Customer Experience & Service Excellence training?

This programme is designed for customer service officers, agents and supervisors, frontline and contact centre staff and others listed in the Who Should Attend section. No prior certification is required.

Where and when does it run?

It runs in Kigali, Rwanda on 30 Nov-2 Dec 2026 over 3 days. Venue details and joining instructions are sent on confirmation of payment.

What does the fee cover?

USD 950 (KES 124,450 at 1 USD = KES 131) per participant covers tuition, the full course materials pack, certificate of completion, and refreshments and lunch on each training day. Travel and accommodation are not included.

Is there a group discount?

Yes. Organisations enrolling three or more participants on the same programme receive a discount. Contact us before paying so the correct invoice is raised.

What certificate do participants receive?

A Global Leadership Institute certificate of completion, issued in the participant’s name and verifiable through GLI. GLI is NITA accredited and ISO 21001:2025 certified.

Can this be delivered in-house for our team?

Yes. Every calendar programme can be run in-house at your premises, tailored to your sector and systems, usually at lower cost per participant for groups above eight.

Need this for a whole team?

Every calendar programme can be delivered in-house at your premises, tailored to your sector, systems and cases.

In-House Training →