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Leading Customer Centric Teams and Service Culture

Great customer experience is a product of leadership as much as of individual effort. This course helps managers build and lead teams that consistently put customers first, whether in service, sales, operations or support roles. Participants learn to set service standards, motivate a customer focused mindset and remove the internal obstacles that get in the way of great service.

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Register for this course

What you will be able to do

  • Explain how leadership shapes the customer experience a team delivers.
  • Set clear service standards and expectations for the team.
  • Motivate and coach staff toward a genuine customer first mindset.
  • Remove internal barriers and frustrations that undermine service.
  • Use customer feedback to drive team learning and improvement.
  • Embed a lasting service culture that survives busy periods and pressure.

Course outline

  1. 01Leadership and the Customer Experience
  2. 02Defining Service Standards
  3. 03Building a Customer First Mindset
  4. 04Coaching Service Behaviours
  5. 05Removing Barriers to Great Service
  6. 06Using Customer Feedback to Improve
  7. 07Leading Service Under Pressure
  8. 08Embedding a Service Culture

Who should attend

This course is aimed at managers and team leaders in service, sales, support and operations roles who want to lead more customer focused teams.

Dates, venues and fees

DatesVenueDaysFeeCalendarRegister
28 to 29 Sep 2026Durban2R10,000Closed
29 to 30 Sep 2026Pretoria2R10,000Register
30 Sep to 1 Oct 2026Windhoek2US$1,100Register
1 to 2 Oct 2026Gaborone2US$1,100Register
5 to 6 Oct 2026Maseru2US$1,100Register
6 to 7 Oct 2026Mbabane2US$1,100Register
7 to 8 Oct 2026Lusaka2US$1,100Register
8 to 9 Oct 2026Harare2US$1,100Register
12 to 13 Oct 2026Lilongwe2US$1,100Register
13 to 14 Oct 2026Blantyre2US$1,100Register
14 to 15 Oct 2026Mozambique2US$1,100Register
15 to 16 Oct 2026Nairobi2US$1,100Register
19 to 20 Oct 2026Dar es Salaam2US$1,100Register
20 to 21 Oct 2026Kigali2US$1,100Register
21 to 22 Oct 2026Kampala2US$1,100Register
22 to 23 Oct 2026Accra2US$1,100Register
26 to 27 Oct 2026Lagos2US$1,100Register
27 to 28 Oct 2026Cairo2US$1,100Register
28 to 29 Oct 2026Mauritius2US$1,100Register
29 to 30 Oct 2026Dubai2US$1,100Register
2 to 3 Nov 2026Online2US$900Register
14 to 15 Dec 2026Johannesburg2R10,000Register
17 to 18 Dec 2026Cape Town2R10,000Register

Fees are per delegate. South African venues are priced in rand; other locations and online in US dollars. Fees exclude 15% VAT where applicable. Group bookings of three or more delegates from the same organisation qualify for a reduced rate; contact us for a quotation.

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Next session
5 to 9 Oct 2026
Venue
Nairobi
5 day programme
FromR18,000
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