Customer Care Masterclass


A culture where employees strive to meet and exceed Customer Expectations..

 Coaching Your Team to ‘Wow’ Customers

Your product can be stellar, your staff can be super talented, but the one thing that customers are most likely to remember is their direct interaction with your employees. The secret sauce to great customer service and support is the people who deliver it.

This training shows you how to coach your team to transform their mindset from a transactional one to a relational attitude which leads to enhanced customer connections and improved loyalty. Using the four “A’s” of effective coaching, you’ll discover how to take stock of your employees, take action to correct weaknesses, and boost their satisfaction and engagement across the board.

You can have the best, most efficient and customer-friendly processes in the world, but they will fall apart if your team is not motivated, not happy, or doesn’t work together well.

The bottom line: this course reveals a proven method to create a consistent culture where teams take ownership and are held accountable for meeting and exceeding customer expectations

Learning Objectives

  • How to create a culture where your team works together, cohesively, towards a common goal
  • Ways to help employees understand how and why their role is important to the organization
  • 3 factors that create strong motivation in an individual
  • How to ensure that your team is taking the proper action steps to meet and exceed customer needs
  • Advice for coaching productive behavior in challenging situations
  • The right way to reward employees when they have done a great job
  • How to conduct a 5-step conversation that holds employees accountable yet leaves them feeling empowered

 Who Should Attend

Client service managers, Technical supervisors, Team Leaders and anyone who wants to exceed customer expectations.


8500 Ksh Only per participant for the full day inclusive of training materials, Certificates of completion, Morning Tea, Refreshments all day. Buffet Lunch, Tea and snacks at 4.00pm. (Cost is VAT inclusive)

How to Book
Simply send an email to our Training Coordinator on: and we will send you a registration form. We advise you to book early to avoid missing a seat to this training.

Our training programs usually get sold out early so ensure that you have made your booking early enough.

Date and Time

Fri, March 27th, 2020
9:00 AM - 5:00 PM EAT


Executive Residency by Best Western