Customer Experience & Service Leadership in the African Marketplace

Who is this Course for ?

Corporate Executives & Service Leaders: Senior managers seeking to elevate customer satisfaction and loyalty across departments.
Customer Experience & Operations Managers: Professionals responsible for designing and delivering seamless service across touchpoints.
Entrepreneurs & Business Owners: Individuals aiming to build strong, customer-centric brands in competitive markets.
Frontline Supervisors & Team Leaders: Those managing direct service teams in hospitality, retail, healthcare, and finance.
Marketing & Client Relations Officers: Professionals working to align customer feedback with brand promise and retention strategies.

Key Information

This 4-week executive professional programme is designed for service-focused professionals looking to lead exceptional customer experiences in today’s competitive landscape. Positioned within the African and Ghanaian business ecosystem, this course equips participants with the tools to design and deliver customer-centric strategies, build brand loyalty, and transform service delivery into a leadership advantage.

Through a blend of practical frameworks, real-world case studies, and customer journey mapping, participants will develop the capacity to lead with empathy, respond to evolving customer needs, and drive long-term value through service excellence.

Aims and Objectives

To empower participants with the skills to design and lead customer-centric experiences that drive loyalty, satisfaction, and service innovation across African business environments.

Course Content

To develop a deep understanding of customer expectations within the Ghanaian and African context.
To equip participants with tools for mapping and improving the customer journey.
To explore service recovery strategies that turn dissatisfaction into loyalty.
To integrate customer feedback into strategic service design.
To apply key performance indicators (KPIs) for monitoring service excellence.
To lead teams that prioritise empathy, responsiveness, and customer care.
To align customer experience strategies with digital transformation trends.