How long is the Emotional Intelligence in Customer Service course?

The course runs approximately 28 hours across 8 modules and 16 lessons, completed online at your own pace.

How much does Emotional Intelligence in Customer Service cost?

The training fee is KES 17,000, with M-Pesa, card and Paystack payment options and lifetime access.

Is Emotional Intelligence in Customer Service certified?

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

Emotional Intelligence in Customer Service | CCS Online Learning

Name: Emotional Intelligence in Customer Service
Price: 17000 KES

Build practical, job-ready capability in emotional intelligence in customer service for Kenya's dynamic business environment. This professional course combines proven international frameworks with African case studies and real workplace application.

What You Will Learn

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

Modules

Lessons

28 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 · 117 min · 3 hours

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Understanding the Fundamentals

57 min

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Key Concepts and Terminology

60 min

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📝 Study Notes

KEY TAKEAWAYS — Foundations and Key Concepts • Emotional Intelligence in Customer Service 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 · 88 min · 4 hours

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Reading the Operating Environment

42 min

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Aligning with Organisational Strategy

46 min

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📝 Study Notes

KEY TAKEAWAYS — Strategic Context and Environment • Emotional Intelligence in Customer Service 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 · 108 min · 4 hours

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Essential Frameworks and Models

60 min

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Practical Tools and Techniques

48 min

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📝 Study Notes

KEY TAKEAWAYS — Core Frameworks and Tools • Emotional Intelligence in Customer Service 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 · 104 min · 3 hours

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Planning for Success

64 min

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Designing the Approach

40 min

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📝 Study Notes

KEY TAKEAWAYS — Planning and Design • Emotional Intelligence in Customer Service 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 · 100 min · 4 hours

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Executing Effectively

45 min

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Managing Delivery and Stakeholders

55 min

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📝 Study Notes

KEY TAKEAWAYS — Implementation and Execution • Emotional Intelligence in Customer Service 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 · 117 min · 3 hours

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Metrics, KPIs and Dashboards

62 min

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Continuous Improvement

55 min

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📝 Study Notes

KEY TAKEAWAYS — Measurement and Performance • Emotional Intelligence in Customer Service 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 · 124 min · 3 hours

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Managing Risk and Compliance

60 min

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Governance and Accountability

64 min

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📝 Study Notes

KEY TAKEAWAYS — Risk, Governance and Compliance • Emotional Intelligence in Customer Service 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 · 105 min · 4 hours

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Leading People and Culture

43 min

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Sustaining Results Long-Term

62 min

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📝 Study Notes

KEY TAKEAWAYS — Leadership, Culture and Sustainability • Emotional Intelligence in Customer Service 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:

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

Quick Details

Duration28 hours

Modules8 modules

Lessons16 lessons

LevelProfessional

PriceKES 17,000

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Emotional Intelligence in Customer Service

What You Will Learn

Course Curriculum

Who Should Attend

Learning Outcomes

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