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
FeaturedSix Sigma is a proven methodology for improving processes, reducing errors, and enhancing efficiency. This five-day course is designed to introduce customer service professionals to key Six Sigma tools and techniques tailored for service environments. Participants will learn how to identify service inefficiencies, analyze root causes of customer issues, and implement data-driven improvements that lead to higher satisfaction, reduced costs, and better service outcomes.
Through practical exercises and case studies, participants will gain the skills to apply Six Sigma tools in everyday customer service operations.
Duration
5 Days
Who Should Attend
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Customer service representatives and team leaders
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Call center and helpdesk staff
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Quality assurance and process improvement professionals
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Supervisors and managers in customer-facing roles
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Anyone seeking to apply Six Sigma principles to enhance service delivery
Course Impact
Organization Impact
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Reduced service errors and customer complaints
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Improved efficiency in customer service processes
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Enhanced customer satisfaction and loyalty
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Stronger culture of continuous improvement
Individual Impact
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Practical knowledge of Six Sigma tools and methods
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Improved problem-solving and analytical skills
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Confidence in using data to drive service improvements
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Career growth through process improvement expertise
Course Objectives
By the end of this course, participants will be able to:
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Understand Six Sigma principles and their application in customer service.
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Use DMAIC (Define, Measure, Analyze, Improve, Control) methodology to address service challenges.
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Apply tools like SIPOC, Pareto charts, and cause-and-effect analysis.
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Measure and analyze customer service performance with data-driven approaches.
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Implement process improvements that enhance efficiency and customer satisfaction.
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Contribute to a culture of quality and continuous improvement.
Course Outline
Module 1: Introduction to Six Sigma for Services
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Principles of Six Sigma and customer service quality
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Overview of DMAIC methodology
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Defining customer needs and service goals
Module 2: Measuring Service Performance
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Key metrics for customer service (AHT, FCR, CSAT, NPS)
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Tools for data collection and measurement
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Creating SIPOC diagrams for service processes
Module 3: Analyzing Root Causes
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Root cause analysis tools (5 Whys, Fishbone Diagram)
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Pareto analysis to prioritize service issues
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Identifying variation and waste in service delivery
Module 4: Improving Service Processes
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Brainstorming and solution design
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Streamlining workflows and reducing bottlenecks
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Case study: Applying improvements in customer service scenarios
Module 5: Controlling and Sustaining Improvements
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Monitoring results with control charts
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Standardizing successful practices
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Building a continuous improvement culture in service teams
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:
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Additional Options
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Training on Six Sigma Tools for Customer Service
Next class starts 5 Jan 2026
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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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