What You'll Learn
Course Benefits
Industry Certification
Internationally recognized qualification
Expert Instructors
Learn from industry professionals
Dedicated Support
Assistance during and after training
Practical Skills
Apply knowledge immediately
Course Overview
FeaturedIn today’s competitive marketplace, organizations that thrive are those that place the customer at the center of their strategy, operations, and culture. This five-day course equips participants with the mindset, tools, and leadership strategies needed to embed a customer-first culture across all levels of the organization.
Through interactive workshops, real-world case studies, and practical frameworks, participants will learn how to align people, processes, and technology to consistently deliver exceptional customer experiences.
Duration
5 Days
Who Should Attend
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Senior leaders and executives responsible for strategy and culture
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Customer experience (CX) managers and professionals
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Marketing, sales, and service leaders
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HR and organizational development professionals
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Middle managers and team leaders seeking to foster customer-focused teams
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Anyone involved in driving organizational transformation and customer engagement
Course Impact
Organizational Impact
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Stronger brand loyalty and reputation for customer experience excellence
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Sustainable growth through increased retention and profitability
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Organizational alignment and collaboration around customer outcomes
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Competitive advantage through service excellence and customer advocacy
Personal Impact
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Enhanced leadership impact to drive customer-first strategies
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Strategic skillset to align organizational goals with customer needs
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Career growth opportunities in customer experience and change leadership
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Personal fulfillment through direct contribution to customer satisfaction and success
Course Objectives
By the end of this course, participants will be able to:
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Understand the principles and benefits of a customer-centric culture
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Map the customer journey and identify opportunities to enhance experiences
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Align leadership, people, and processes around customer needs
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Apply tools and technologies that support customer-centric strategies
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Foster employee engagement as a driver of customer satisfaction
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Develop an actionable roadmap to embed customer-centricity in their organization
Course Outline
Module 1: Foundations of Customer-Centric Culture
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Understanding Customer-Centricity – Principles and business impact
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The Voice of the Customer – Gathering and leveraging customer insights
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Culture Transformation Basics – Shifting mindsets and behaviors
Module 2: Customer Journey & Experience Mapping
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Mapping the Customer Journey – Identifying pain points and opportunities
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Experience Design – Creating seamless, engaging interactions
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Metrics that Matter – Measuring customer satisfaction and loyalty
Module 3: Leadership & Employee Engagement
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Leading Customer-Centric Teams – Inspiring purpose and alignment
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Empowering Employees – Tools for ownership and accountability
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Building a Service Excellence Mindset – Encouraging consistency and empathy
Module 4: Embedding Customer-Centric Practices
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Cross-Functional Collaboration – Breaking silos for customer value
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Technology as an Enabler – CRM, analytics, and digital engagement tools
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Process Redesign – Streamlining operations to support customer needs
Module 5: Sustaining the Culture & Driving Growth
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Customer Advocacy – Turning satisfied customers into brand ambassadors
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Continuous Improvement – Embedding feedback loops into strategy
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Action Planning – Capstone project to design a roadmap for cultural transformation
Prerequisites
Course Administration Details
Customized Training
This training can be tailored to your institution needs and delivered at a location of your choice upon request.
Requirements
Participants need to be proficient in English.
Training Fee
The fee covers tuition, training materials, refreshments, lunch, and study visits. Participants are responsible for their own travel, visa, insurance, and personal expenses.
Certification
Upon successful completion of this course, participants will be issued with a certificate from Ideal Workplace Solutions certified by the National Industrial Training Authority (NITA) under License NO: NITA/TRN/2734.
Accommodation
Accommodation can be arranged upon request. Contact via email for reservations.
Payment
Payment should be made before the training starts, with proof of payment sent to outreach@idealworkplacesolutions.org.
For further inquiries, please contact us on details below:
Email: outreach@idealworkplacesolutions.org
Mobile: +254759708394
Register for the Course
Select a date and location that works for you.
In-Person Training Schedules
January 2026
| Date | Days | Venue | Fee (VAT Incl.) | Register |
|---|---|---|---|---|
| 5 Jan - 9 Jan 2026 | 5 days | Nairobi, Kenya | KES 99,000 | USD 1,400 | Enroll Now |
| 5 Jan - 9 Jan 2026 | 5 days | Cape Town, South Africa | USD 3,500 | Enroll Now |
| 5 Jan - 9 Jan 2026 | 5 days | Dubai, United Arabs Emirates | USD 4,000 | Enroll Now |
| 5 Jan - 9 Jan 2026 | 5 days | Zanzibar, Tanzania | USD 2,200 | Enroll Now |
| 12 Jan - 16 Jan 2026 | 5 days | Mombasa, Kenya | KES 115,000 | USD 1,500 | Enroll Now |
| 12 Jan - 16 Jan 2026 | 5 days | Kigali, Rwanda | USD 1,800 | Enroll Now |
| 12 Jan - 16 Jan 2026 | 5 days | Accra, Ghana | USD 5,950 | Enroll Now |
| 12 Jan - 16 Jan 2026 | 5 days | Kampala, Uganda | USD 2,200 | Enroll Now |
| 19 Jan - 23 Jan 2026 | 5 days | Dar es Salaam, Tanzania | USD 2,000 | Enroll Now |
| 19 Jan - 23 Jan 2026 | 5 days | Johannesburg, South Africa | USD 3,100 | Enroll Now |
| 19 Jan - 23 Jan 2026 | 5 days | Nakuru, Kenya | KES 105,000 | USD 1,400 | Enroll Now |
| 19 Jan - 23 Jan 2026 | 5 days | Dakar, Senegal | USD 3,500 | Enroll Now |
| 26 Jan - 30 Jan 2026 | 5 days | Pretoria, South Africa | USD 3,100 | Enroll Now |
| 26 Jan - 30 Jan 2026 | 5 days | Kisumu, Kenya | KES 105,000 | USD 1,500 | Enroll Now |
| 26 Jan - 30 Jan 2026 | 5 days | Naivasha, Kenya | KES 105,000 | USD 1,400 | Enroll Now |
| 26 Jan - 30 Jan 2026 | 5 days | Arusha, Tanzania | USD 2,000 | Enroll Now |
USD 1,400
Request Custom Training
We offer customized training solutions tailored to your organization's specific needs:
- Training at your preferred location
- Customized content to address your specific challenges
- Flexible scheduling to accommodate your team
- Cost-effective solution for training multiple employees
Early-bird Offer
Special pricing ends in:
Recent Activity
Additional Options
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Training on Driving Customer-Centric Culture
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Take your career to the next level with our industry-leading training programs. Designed to build skills, boost confidence and drive success, we empower professionals like you to excel in your current role or explore new opportunities.
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