Course Overview

Customer Service Excellence Training for SACCOs empowers frontline staff, managers, and support teams to deliver outstanding customer service that drives loyalty and boosts your SACCO’s reputation. In today’s competitive environment, exceptional service is not a luxury,it’s a necessity.

Participants will learn to build strong customer relationships, respond to feedback professionally, and create positive, memorable service experiences.

Course Objectives

By the end of the training, participants will be able to:

  • Understand the principles of excellent customer service

  • Communicate effectively with both internal and external customers

  • Handle complaints and feedback with professionalism

  • Develop emotional intelligence and empathy

  • Create a customer-first workplace culture

  • Apply service recovery techniques to resolve negative experiences

Course Content

Module 1: Introduction to Customer Service

  • What customer service excellence means

  • How service affects brand loyalty and reputation

  • Understanding internal vs. external customers

  • Traits of top service providers

Module 2: Customer Expectations and Experience

  • What customers expect at every touchpoint

  • Understanding the customer journey

  • Building rapport and personalizing service

  • Key moments that define a customer’s experience

Module 3: Communication Skills for Service Excellence

  • Verbal and non-verbal communication techniques

  • Active listening and clear responses

  • Professional phone and email etiquette

  • Using tone and body language effectively

Module 4: Emotional Intelligence in Customer Service

  • Managing your emotions in high-stress interactions

  • Practicing empathy with diverse customers

  • Adapting to different personalities

  • Building trust and calm under pressure

Module 5: Handling Complaints and Difficult Customers

  • Common complaint types and how to address them

  • 5-step model for resolving customer issues

  • De-escalation techniques

  • Turning negative situations into trust-building moments

Module 6: Service Recovery and Customer Retention

  • Apology strategies that feel genuine

  • The power of follow-ups and feedback loops

  • Building long-term loyalty through transparency

  • Measuring retention success

Module 7: Creating a Customer-Centric Culture

  • Aligning team values with service goals

  • Encouraging collaboration for better service delivery

  • Recognizing staff for great service

  • Using feedback for continuous improvement

Module 8: Case Studies and Role-Plays

  • Practice with real-life service challenges

  • Role-play difficult conversations

  • Group presentations and team feedback

Target Audience

  • Customer Service Representatives

  • Call Center Agents and Tellers

  • SACCO and Microfinance Staff

  • Admin and Front Office Teams

  • Receptionists, Sales, and Marketing Staff

  • Supervisors and Department Leaders

Course Duration:

3 Days (Offered In-Person or Virtually)

  • Day 1: Modules 1 to 3

  • Day 2: Modules 4 to 6

  • Day 3: Modules 7 and 8 (Group work, role-play, certification)

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