How long is the Customer Service in the Digital Age course?

The course runs approximately 29 hours across 8 modules and 16 lessons, completed online at your own pace.

How much does Customer Service in the Digital Age cost?

The training fee is KES 15,000, with M-Pesa, card and Paystack payment options and lifetime access.

Is Customer Service in the Digital Age certified?

Yes. On passing the final assessment you receive a GLI-branded certificate with QR verification. CCS is NITA-accredited.

Customer Service in the Digital Age | CCS Online Learning

Name: Customer Service in the Digital Age
Price: 15000 KES

This comprehensive professional course equips professionals with the skills, tools and confidence to excel in customer service in the digital age. Grounded in global best practice and tailored to the African context.

What You Will Learn

✓Manage the core principles and frameworks of customer service in the digital age
✓Develop practical tools to real workplace challenges
✓Optimise and improve current practices in their organisation
✓Create and implement effective approaches with measurable outcomes
✓Establish customer service practice with organisational strategy
✓Lead risk, compliance and governance considerations

Modules

Lessons

29 hours

Duration

🎍 Certificate & NITA Accreditation

On passing the final exam (50 MCQs, 70% pass mark, unlimited retakes) you receive a GLI-branded PDF certificate with QR verification. CCS is NITA-accredited — eligible employers can claim NITA levy reimbursement for this course.

Course Curriculum

8 modules · 16 lessons · Interactive quizzes · Study notes · Practical exercises · Final exam

Module 1: Foundations and Key Concepts

2 lessons · 110 min · 3 hours

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Understanding the Fundamentals

50 min

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Key Concepts and Terminology

60 min

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📝 Study Notes

KEY TAKEAWAYS — Foundations and Key Concepts • Customer Service in the Digital Age requires both technical skill and sound judgement. • Always start from clear objectives and measurable outcomes. • Use data to drive decisions, not assumptions. • Assign clear ownership and accountability. • Embed lessons learned into systems and culture. • Account for the African operating context and local regulations.

✏️ Practical Exercise

Reflect on your own organisation. Identify one real challenge related to "Foundations and Key Concepts". Using the frameworks from this module, outline (1) the objective, (2) two practical actions you would take this month, and (3) how you would measure success. Be specific and realistic for your context.

Module 2: Strategic Context and Environment

2 lessons · 92 min · 4 hours

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Reading the Operating Environment

47 min

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Aligning with Organisational Strategy

45 min

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📝 Study Notes

KEY TAKEAWAYS — Strategic Context and Environment • Customer Service in the Digital Age requires both technical skill and sound judgement. • Always start from clear objectives and measurable outcomes. • Use data to drive decisions, not assumptions. • Assign clear ownership and accountability. • Embed lessons learned into systems and culture. • Account for the African operating context and local regulations.

✏️ Practical Exercise

Reflect on your own organisation. Identify one real challenge related to "Strategic Context and Environment". Using the frameworks from this module, outline (1) the objective, (2) two practical actions you would take this month, and (3) how you would measure success. Be specific and realistic for your context.

Module 3: Core Frameworks and Tools

2 lessons · 109 min · 4 hours

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▶

Essential Frameworks and Models

59 min

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Practical Tools and Techniques

50 min

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📝 Study Notes

KEY TAKEAWAYS — Core Frameworks and Tools • Customer Service in the Digital Age requires both technical skill and sound judgement. • Always start from clear objectives and measurable outcomes. • Use data to drive decisions, not assumptions. • Assign clear ownership and accountability. • Embed lessons learned into systems and culture. • Account for the African operating context and local regulations.

✏️ Practical Exercise

Reflect on your own organisation. Identify one real challenge related to "Core Frameworks and Tools". Using the frameworks from this module, outline (1) the objective, (2) two practical actions you would take this month, and (3) how you would measure success. Be specific and realistic for your context.

Module 4: Planning and Design

2 lessons · 102 min · 3 hours

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Planning for Success

61 min

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Designing the Approach

41 min

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📝 Study Notes

KEY TAKEAWAYS — Planning and Design • Customer Service in the Digital Age requires both technical skill and sound judgement. • Always start from clear objectives and measurable outcomes. • Use data to drive decisions, not assumptions. • Assign clear ownership and accountability. • Embed lessons learned into systems and culture. • Account for the African operating context and local regulations.

✏️ Practical Exercise

Reflect on your own organisation. Identify one real challenge related to "Planning and Design". Using the frameworks from this module, outline (1) the objective, (2) two practical actions you would take this month, and (3) how you would measure success. Be specific and realistic for your context.

Module 5: Implementation and Execution

2 lessons · 104 min · 4 hours

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Executing Effectively

52 min

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Managing Delivery and Stakeholders

52 min

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📝 Study Notes

KEY TAKEAWAYS — Implementation and Execution • Customer Service in the Digital Age requires both technical skill and sound judgement. • Always start from clear objectives and measurable outcomes. • Use data to drive decisions, not assumptions. • Assign clear ownership and accountability. • Embed lessons learned into systems and culture. • Account for the African operating context and local regulations.

✏️ Practical Exercise

Reflect on your own organisation. Identify one real challenge related to "Implementation and Execution". Using the frameworks from this module, outline (1) the objective, (2) two practical actions you would take this month, and (3) how you would measure success. Be specific and realistic for your context.

Module 6: Measurement and Performance

2 lessons · 102 min · 4 hours

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▶

Metrics, KPIs and Dashboards

46 min

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Continuous Improvement

56 min

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📝 Study Notes

KEY TAKEAWAYS — Measurement and Performance • Customer Service in the Digital Age requires both technical skill and sound judgement. • Always start from clear objectives and measurable outcomes. • Use data to drive decisions, not assumptions. • Assign clear ownership and accountability. • Embed lessons learned into systems and culture. • Account for the African operating context and local regulations.

✏️ Practical Exercise

Reflect on your own organisation. Identify one real challenge related to "Measurement and Performance". Using the frameworks from this module, outline (1) the objective, (2) two practical actions you would take this month, and (3) how you would measure success. Be specific and realistic for your context.

Module 7: Risk, Governance and Compliance

2 lessons · 97 min · 4 hours

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▶

Managing Risk and Compliance

40 min

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Governance and Accountability

57 min

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📝 Study Notes

KEY TAKEAWAYS — Risk, Governance and Compliance • Customer Service in the Digital Age requires both technical skill and sound judgement. • Always start from clear objectives and measurable outcomes. • Use data to drive decisions, not assumptions. • Assign clear ownership and accountability. • Embed lessons learned into systems and culture. • Account for the African operating context and local regulations.

✏️ Practical Exercise

Reflect on your own organisation. Identify one real challenge related to "Risk, Governance and Compliance". Using the frameworks from this module, outline (1) the objective, (2) two practical actions you would take this month, and (3) how you would measure success. Be specific and realistic for your context.

Module 8: Leadership, Culture and Sustainability

2 lessons · 118 min · 3 hours

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Leading People and Culture

55 min

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Sustaining Results Long-Term

63 min

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📝 Study Notes

KEY TAKEAWAYS — Leadership, Culture and Sustainability • Customer Service in the Digital Age requires both technical skill and sound judgement. • Always start from clear objectives and measurable outcomes. • Use data to drive decisions, not assumptions. • Assign clear ownership and accountability. • Embed lessons learned into systems and culture. • Account for the African operating context and local regulations.

✏️ Practical Exercise

Reflect on your own organisation. Identify one real challenge related to "Leadership, Culture and Sustainability". Using the frameworks from this module, outline (1) the objective, (2) two practical actions you would take this month, and (3) how you would measure success. Be specific and realistic for your context.

Who Should Attend

▸Managers and supervisors responsible for customer service
▸Professionals seeking to advance their careers in customer service
▸Team leaders and officers in the public and private sectors
▸Anyone transitioning into a customer service role
▸Consultants, advisors and practitioners in the field

No prior qualification is required. This course is delivered 100% online and is suitable for professionals across Kenya and the wider African region.

Learning Outcomes

By the end of this course, participants will be able to:

✓Manage the core principles and frameworks of customer service in the digital age
✓Develop practical tools to real workplace challenges
✓Optimise and improve current practices in their organisation
✓Create and implement effective approaches with measurable outcomes
✓Establish customer service practice with organisational strategy
✓Lead risk, compliance and governance considerations

Quick Details

Duration29 hours

Modules8 modules

Lessons16 lessons

LevelProfessional

PriceKES 15,000

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Customer Service in the Digital Age

What You Will Learn

Course Curriculum

Who Should Attend

Learning Outcomes

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