VONNE-WELLINGTON SCHOOL OF PROTOCOL®
Customer Service Executive Course
Building World-Class Service Culture & Customer Excellence
Transform your service delivery. Master the strategic frameworks, leadership skills, and service protocols that distinguish world-class customer service operations.
Lead the Service Excellence Revolution
This intensive two-day program is designed for customer service executives, managers, and leaders responsible for delivering exceptional customer experiences. The course goes beyond basic service skills to cultivate strategic service leadership, customer-centric culture building, and the sophisticated service recovery protocols essential for creating memorable customer experiences that drive loyalty and business growth.
Participants engage in practical case studies and real-world simulations to refine their service strategy development, team leadership capabilities, and complaint resolution expertise, ensuring they can build and sustain world-class service operations.
Program Format: In-person intensive training
Duration: 2 Days | 16 Hours Total
Schedule: 8:00 AM - 4:00 PM Daily
This Program Is Designed For:
Customer Service Directors & Managers - Leading service transformation initiatives
Operations Executives - Responsible for customer experience delivery
Business Owners & Entrepreneurs - Building customer-centric organizations
Hospitality & Retail Leaders - Elevating service standards
Call Center Managers - Optimizing customer contact operations
Quality Assurance Managers - Ensuring service excellence consistency
Transform Your Service Delivery Excellence
Strategic Service Leadership
Master the frameworks for building customer-centric cultures. Develop service vision, strategy, and the leadership skills to inspire service excellence across your organization.
Service Recovery & Complaint Management
Transform complaints into loyalty opportunities. Master sophisticated complaint handling, service recovery protocols, and turning dissatisfied customers into brand advocates.
Customer Experience Design
Design seamless customer journeys across all touchpoints. Understand customer psychology, emotional intelligence in service, and creating memorable experiences.
Service Team Excellence
Build, train, and motivate high-performing service teams. Master coaching techniques, performance management, and creating service accountability systems.
Service Standards & Quality Assurance
Establish measurable service standards and quality frameworks. Implement monitoring systems and continuous improvement processes.
Technology & Service Innovation
Leverage technology for enhanced service delivery. Master omnichannel service strategies, CRM systems, and service automation while maintaining the human t
Comprehensive 2-Day Curriculum
Day 1 – Strategic Service Leadership & Culture Building
Focus: Building Customer-Centric Organizations
Morning Session:
The business case for service excellence: ROI and competitive advantage
Customer service leadership: vision, strategy, and cultural transformation
Understanding customer psychology and behavioral economics
Service touchpoint mapping and customer journey design
The service profit chain: linking employee and customer satisfaction
Building service-oriented organizational cultures
Afternoon Session:
Establishing service standards and performance metrics
Quality assurance frameworks and service auditing
Service team recruitment, training, and development
Performance management and service accountability systems
Motivating and coaching service excellence
PRACTICAL EXERCISE: Service Culture Assessment & Strategy
Day 2 – Service Recovery & Operational Excellence
Focus: Mastering Complaint Management & Continuous Improvement
Morning Session:
The art and science of complaint management
Service recovery protocols: turning problems into loyalty
Handling difficult customers with grace and professionalism
De-escalation techniques and emotional intelligence
Empowerment frameworks: giving teams authority to resolve issues
Service guarantee strategies
Afternoon Session:
Omnichannel service delivery: phone, email, chat, social media
Technology enablement: CRM systems and service automation
Service innovation and continuous improvement frameworks
Measuring customer satisfaction: NPS, CSAT, and CES
Case studies: World-class service organizations
FINAL SIMULATION: Complex Service Recovery Scenario
Action planning and Certificate of Completion
What You'll Achieve
By the end of this program, you will:
Function as Strategic Partner - Elevate from support to indispensable executive partner
Master Complex Operations - Manage calendars, meetings, and travel with precision
Coordinate High-Stakes Events - Execute board meetings and VIP visits flawlessly
Communicate with Confidence - Excel at all organizational levels and across cultures
Navigate Crisis Situations - Handle pressure with poise and professionalism
Advance Your Career Strategically - Position yourself for senior EA roles and beyond
What's Included
Certificate of Completion
Receive your Certificate of Completion from Vonne Wellington School of Protocol upon successful program completion (100% attendance required for both days).
Comprehensive Materials Package
Complete customer service leadership manual
Service recovery protocols handbook
Customer journey mapping templates
Service standards framework toolkit
Quality assurance checklists
Digital resource library access
Post-Training Support
Service excellence resources
Alumni network membership
Program Investment
The cost for the Customer Service Executive is ₦ 1,800,000.00 in total per person. The fee includes:
Full 2-day training
All course materials
A framed Certificate of Completion
All catering during the training, including lunches.
Ready to Transform Your Professional Presence?
Join executives across Africa in mastering the refined skills that distinguish true professionals.
Limited seats available
Questions? Contact our enrollment team: Tel: +234 916 8470 000 Email: training@vowsope.com
2025 Training Schedule
Session 1: March 19-20, 2026 Jos
Session 2: October 5-6, 2026 Abuja
Location and accommodation
The Customer Service Executive course will take place in a hotel in FCT, Abuja and Jos city, Plateau State. Participants will be given the opportunity to reserve accommodation at the hotel where the training takes place.
Private Corporate Sessions: Available year-round in Jos, Abuja, Port Harcourt or Lagos
Frequently Asked Questions
Q: What is the dress code for the training? A: Business professional attire is required for both days. Comfortable clothing is recommended for interactive exercises.
Q: Are meals included? A: Yes! Lunch is included daily. Refreshments are provided during morning and afternoon breaks.
Q: Is this only for customer service managers? A: No! This program benefits anyone in leadership roles who influences customer experience—operations managers, business owners, and service team leaders.
Q: Is this available for corporate groups? A: Absolutely. We offer customized programs for corporate groups with on-site delivery options in Abuja or Lagos.
Q: What happens if I miss a day? A: Full attendance (both days) is required to receive the Certificate of Completion. Make-up sessions can be arranged with advance notice.
Q: Do you cover specific industries? A: Yes! The program includes case studies from hospitality, retail, banking, telecommunications, and healthcare. Principles apply across all industries.
Q: Can we bring our own service challenges to discuss? A: Absolutely! We encourage participants to bring real scenarios for discussion and problem-solving during the program.
Q: Will this help with online/digital customer service? A: Yes! Day 2 covers omnichannel service delivery including social media, live chat, email, and phone support.
Enrollment & Attendance Policies
Payment Terms All program fees represent a commitment to your professional development and reserve your seat in our limited-capacity programs. Once enrolled, fees are non-refundable to ensure we can maintain our commitment to small class sizes and personalized attention. However, we understand that circumstances change, and we offer flexible options to accommodate your schedule.
Schedule Flexibility We provide one complimentary session transfer at no additional cost. Should you need to move to a different training date, simply notify us at least seven days before your scheduled session, and we'll transfer your enrollment to any available future session at no charge.
If circumstances require a second transfer, you may move to another session by paying the difference between your original enrollment fee and the current program rate. This ensures fairness to all participants while providing you maximum flexibility.
Program Modifications Vonne Wellington School of Protocol reserves the right to reschedule training sessions, when necessary, due to unforeseen circumstances. Should we need to adjust dates, all enrolled participants will be notified immediately and offered alternative session dates or full enrollment transfers at no additional cost.
The curriculum and program content may be enhanced or adjusted to reflect current best practices in protocol and etiquette. All modifications are designed to improve your learning experience while maintaining the core objectives and outcomes of each program.
Confidentiality Commitment Professional training environments require trust. Throughout our programs, both instructors and participants may share sensitive organizational information, personal experiences, and proprietary practices. We require all participants to maintain strict confidentiality regarding information shared during training sessions. What is discussed in training remains within the professional learning environment, ensuring a safe space for authentic growth and development.
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