Customer Service Excellence & Retention
Turn one-time buyers into loyal regulars — service standards for retail, hospitality and online business.
4 hours12 lessonsBeginnerPDF certificate
What you'll be able to do
- Deliver consistent, professional service standards
- Handle complaints and difficult customers
- Use service recovery to build loyalty
- Build feedback loops that improve the business
Curriculum
4 modules · 12 lessons · 2h 27m total
Module 1Service Foundations
3 lessons
Service Foundations
- Why retention is your cheapest growth11 min
- First impressions and professional presence12 min
- The service standards checklist12 min
Module 2Communication
3 lessons
Communication
- Positive language and tone control13 min
- Listening to understand, not to reply12 min
- Serving in person, phone and WhatsApp12 min
Module 3Difficult Moments
3 lessons
Difficult Moments
- Complaints: the LAST framework14 min
- Angry customers: de-escalation in practice13 min
- Service recovery that wins customers back13 min
Module 4Systems
3 lessons
Systems
- Feedback loops and service metrics12 min
- Training your team to your standard12 min
- Loyalty programs that actually work11 min
About this course
Customer retention is the cheapest growth strategy there is. This course trains service excellence for Kenyan retail, hospitality and online businesses: first impressions, handling complaints professionally, service recovery that creates loyalty, and building systems that keep standards consistent.