About This Event
Customer experience is not just a frontline issue; it is a strategic imperative that determines long-term competitiveness and organizational reputation. True service excellence starts at the top—within the boardroom and senior management levels where culture, policy, and accountability are shaped.
The Exceptional Customer Service (ECS) program by the Institute of Directors (Kenya) helps directors, executives, and senior leaders understand the strategic value of customer-centric governance. It equips them with frameworks and practical strategies to link customer satisfaction to business sustainability, employee engagement, and brand loyalty.
Through experiential learning and peer interaction, participants gain insight into how leadership mindset, internal culture, and strategic oversight combine to create organizations where exceptional service is a core value, not a department.
This program supports leaders in transforming service delivery from a transactional process to a board-level agenda that drives stakeholder trust and enterprise growth.
The Exceptional Customer Service (ECS) program by the Institute of Directors (Kenya) helps directors, executives, and senior leaders understand the strategic value of customer-centric governance. It equips them with frameworks and practical strategies to link customer satisfaction to business sustainability, employee engagement, and brand loyalty.
Through experiential learning and peer interaction, participants gain insight into how leadership mindset, internal culture, and strategic oversight combine to create organizations where exceptional service is a core value, not a department.
This program supports leaders in transforming service delivery from a transactional process to a board-level agenda that drives stakeholder trust and enterprise growth.
Objectives
By the end of this program, participants will be able to:
- Champion the integration of a customer-first culture through effective leadership
- Understand evolving customer expectations and behaviors.
- Link internal service culture to external customer satisfaction.
- Develop service standards that drive loyalty, referrals, and brand reputation.
- Build board and management accountability in service outcomes.
Details
- Dates: 28th – 30th January 2026
- Venue: Sopa Lodges, Lake Naivasha
- Fee: KES 65,000 (exclusive of VAT)
- CPD Points: 5
Event Schedule
Detailed schedule information will be available soon.