Customer Care/Service, Public Relations, Human Relations and Interpersonal Relations Management
Excellence in Service Delivery and Relationship Management
Programme Overview
In today's service-oriented economy, the quality of customer interactions and stakeholder relationships often determines organizational success. This comprehensive programme addresses all dimensions of customer service and relationship management, from frontline customer care to strategic public relations. Participants will develop the mindset, skills, and techniques needed to create positive customer experiences, manage organizational reputation, and build productive internal relationships. The programme recognizes that excellent customer service begins with positive internal relationships and extends to all stakeholder interactions.
Learning Objectives
Customer Service Excellence
Develop a customer-centric mindset and master techniques for delivering exceptional service. Learn to handle difficult customers, manage service recovery, and create memorable customer experiences.
Public Relations Management
Understand the principles of effective public relations and learn to manage organizational communications with various stakeholder groups. Develop skills in media relations, crisis communication, and reputation management.
Interpersonal Relations
Enhance interpersonal skills for building productive relationships with colleagues, customers, and other stakeholders. Learn effective communication styles, conflict resolution techniques, and relationship-building strategies.
Human Relations at Work
Understand the human dynamics that influence workplace relationships and productivity. Develop skills in managing diverse personalities, building team cohesion, and creating positive work environments.
Target Audience
- Frontline staff involved in customer service delivery
- Customer service managers and supervisors
- Public relations officers and communication specialists
- Staff in client-facing roles across all departments
- Anyone seeking to improve their interpersonal and relationship skills
Why Choose This Programme
With decades of experience training professionals from Kenya Revenue Authority (KRA), Kenya Ports Authority (KPA), and international organizations, KMTC delivers practical, industry-tested insights in customer service excellence and relationship management.
Training Methodology
Our Participatory Learning Approach (PLA) forms the cornerstone of all our training programmes. This methodology ensures that participants are not passive recipients of information but active contributors to their own learning journey.
Case Studies
Group Discussions
Interactive Sessions
Ready to Register?
Secure your spot in this training programme or request in-house training for your organization.
Ksh. 12,500 / USD 200
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