Training on Customer Service Excellence for Administrative Professionals
Master customer service excellence for administrative professionals. Learn to deliver exceptional customer service, build strong relationships, and enhance your organization's reputation.
Next intake
20 Jul 2026 · Nakuru
Duration
5 days
Live instruction
Delivery
Physical + Virtual
Cohort based
Level
Advanced
Working professionals
Certification
NITA reimbursable
For Kenyan cohorts
Language
English
All materials
About this programme
This course is designed to empower administrative professionals with the skills and knowledge needed to deliver outstanding customer service. As the front line of an organization, administrative professionals play a crucial role in shaping the customer experience. This course will provide participants with strategies to enhance their communication, problem-solving, and interpersonal skills to ensure they can meet and exceed customer expectations. Participants will learn how to manage challenging situations, foster positive relationships, and create a customer-centric environment in their organizations.
Duration
5 Days
Who Should Attend
- Administrative assistants
- Executive assistants
- Office managers
- Customer service representatives in administrative roles
What you'll walk away with
By the end of this course, participants will be able to:
- Understand the fundamentals of customer service and its importance in an organizational setting.
- Develop effective communication skills to interact with both internal and external customers.
- Enhance problem-solving abilities to address customer inquiries and issues efficiently.
- Build strong customer relationships through active listening and empathy.
- Implement strategies to handle difficult customers and resolve conflicts professionally.
What we cover, module by module
Module 1: Understanding Customer Service Excellence
- Defining customer service and its importance
- The customer journey and touchpoints
- Building strong customer relationships
- Measuring customer satisfaction
- The role of the administrative professional in customer service
- Case Study: Improving client satisfaction through better front-office service delivery
Module 2: Effective Communication and Interpersonal Skills
- Active listening techniques
- Verbal and nonverbal communication
- Building rapport and trust
- Handling difficult customers and complaints
- Providing clear and concise information
- Case Study: Turning around an unhappy customer through professional communication
Module 3: Problem-Solving and Conflict Resolution
- Identifying and analyzing customer issues
- Developing effective problem-solving strategies
- Implementing solutions and following up
- Managing customer expectations
- Conflict resolution techniques
- Case Study: Resolving repeated service complaints while retaining the customer
Module 4: Technology and Customer Service
- Customer relationship management (CRM) systems
- Email and phone etiquette
- Social media customer service
- Using technology to enhance customer experience
- Data privacy and security
- Case Study: Using CRM tools to track complaints and improve response times
Module 5: Continuous Improvement and Customer Focus
- Gathering and analyzing customer feedback
- Implementing service improvements
- Setting customer service goals and metrics
- Measuring and tracking performance
- Developing a customer-centric culture
- Case Study: Using customer feedback surveys to redesign service processes
Where the change lands
Organizational Impact
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Improve customer satisfaction and loyalty by empowering front-line staff to deliver exceptional, professional service.
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Enhance the organization's reputation and brand image by ensuring positive and consistent customer interactions.
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Increase client retention and business opportunities by creating a customer-centric culture that proactively addresses client needs.
Personal Impact
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Master essential customer service skills that are highly valued in any professional setting and crucial for career growth.
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Gain confidence in handling a variety of customer scenarios, including difficult situations, with empathy and professionalism.
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Enhance your role as a key representative of the company and a trusted partner in building strong client relationships.
Dates and locations
Upcoming intakes
Every intake is limited to a small cohort. Booking closes when a date fills or three weeks before the start, whichever comes first.
| City | Starts | Ends | Delivery | Book |
|---|---|---|---|---|
NakuruNext | 20 Jul 2026 | 24 Jul 2026 | In-Person | Book |
Kigali | 20 Jul 2026 | 24 Jul 2026 | In-Person | Book |
Accra | 20 Jul 2026 | 24 Jul 2026 | In-Person | Book |
Kisumu | 27 Jul 2026 | 31 Jul 2026 | In-Person | Book |
Johannesburg | 27 Jul 2026 | 31 Jul 2026 | In-Person | Book |
Dakar | 27 Jul 2026 | 31 Jul 2026 | In-Person | Book |
- NakuruNext
20 Jul → 24 Jul·In-Person
Book this intake - Kigali
20 Jul → 24 Jul·In-Person
Book this intake - Accra
20 Jul → 24 Jul·In-Person
Book this intake - Kisumu
27 Jul → 31 Jul·In-Person
Book this intake - Johannesburg
27 Jul → 31 Jul·In-Person
Book this intake - Dakar
27 Jul → 31 Jul·In-Person
Book this intake
Common questions.
Still not sure? Send us a note and a facilitator will get back to you within a business day.
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Course finder
Find the right course for you
Prefer to talk it through? Send us an enquiry and a facilitator will scope a fit within a business day.
For corporate teams
Training 10+ professionals?
We deliver Training on Customer Service Excellence for Administrative Professionals in-house at your offices, at a venue we arrange, or fully virtual. Customise the curriculum against your KPIs, and get a bespoke price for the cohort size you need.