How long is the Relationship Management Skills course?

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

How much does Relationship Management Skills cost?

The training fee is KES 20,000, with M-Pesa, card and Paystack payment options and lifetime access.

Is Relationship Management Skills certified?

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

Relationship Management Skills | CCS Online Learning

Name: Relationship Management Skills
Price: 20000 KES

Build practical, job-ready capability in relationship management skills 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

✓Manage the core principles and frameworks of relationship management skills
✓Establish practical tools to real workplace challenges
✓Implement and improve current practices in their organisation
✓Implement and implement effective approaches with measurable outcomes
✓Align 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 · 106 min · 3 hours

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Understanding the Fundamentals

56 min

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Key Concepts and Terminology

50 min

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📝 Study Notes

KEY TAKEAWAYS — Foundations and Key Concepts • Relationship Management Skills 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 · 114 min · 3 hours

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Reading the Operating Environment

62 min

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Aligning with Organisational Strategy

52 min

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📝 Study Notes

KEY TAKEAWAYS — Strategic Context and Environment • Relationship Management Skills 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 · 110 min · 3 hours

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Essential Frameworks and Models

64 min

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Practical Tools and Techniques

46 min

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📝 Study Notes

KEY TAKEAWAYS — Core Frameworks and Tools • Relationship Management Skills 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 · 99 min · 4 hours

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Planning for Success

46 min

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Designing the Approach

53 min

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📝 Study Notes

KEY TAKEAWAYS — Planning and Design • Relationship Management Skills 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 · 95 min · 4 hours

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Executing Effectively

44 min

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Managing Delivery and Stakeholders

51 min

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📝 Study Notes

KEY TAKEAWAYS — Implementation and Execution • Relationship Management Skills 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 · 88 min · 4 hours

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Metrics, KPIs and Dashboards

45 min

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Continuous Improvement

43 min

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📝 Study Notes

KEY TAKEAWAYS — Measurement and Performance • Relationship Management Skills 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 · 105 min · 4 hours

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Managing Risk and Compliance

56 min

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Governance and Accountability

49 min

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📝 Study Notes

KEY TAKEAWAYS — Risk, Governance and Compliance • Relationship Management Skills 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 · 109 min · 4 hours

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Leading People and Culture

50 min

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Sustaining Results Long-Term

59 min

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📝 Study Notes

KEY TAKEAWAYS — Leadership, Culture and Sustainability • Relationship Management Skills 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 relationship management skills
✓Establish practical tools to real workplace challenges
✓Implement and improve current practices in their organisation
✓Implement and implement effective approaches with measurable outcomes
✓Align customer service practice with organisational strategy
✓Lead risk, compliance and governance considerations

Quick Details

Duration29 hours

Modules8 modules

Lessons16 lessons

LevelIntermediate

PriceKES 20,000

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Relationship Management Skills

What You Will Learn

Course Curriculum

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