Explain the differences between customer service, customer support, customer success, client relations and account management
Live Online Customer Service Training · Kenya & Beyond
Build practical skills for remote customer support and client relations.
Customer-facing remote work requires more than being friendly or speaking good English.
This live online course is open to learners in Kenya, across Africa and beyond. It develops the communication, support-system, documentation, prioritisation and ownership skills employers expect in remote customer-facing roles.
16–25 November 2026Mondays & Wednesdays7:00–9:00 p.m. EATLive onlineKES 3,500
This programme builds practical readiness and positioning. It does not guarantee employment, clients or income.
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What employers look for
Good communication is a start. Remote support requires more.
Many people are drawn to remote support because they enjoy working with people or already have customer-facing experience. Employers also need evidence that you can handle the work behind the conversation.
- Understand and diagnose customer concerns
- Communicate professionally through email, chat and support tickets
- Work with customers from different cultures and markets
- Prioritise urgent and routine requests
- Document interactions accurately
- Escalate risks with the right context
- Coordinate with internal teams
- Manage expectations without making false promises
- Maintain ownership until the issue is resolved
- Use customer-support and collaboration tools confidently
Programme at a glance
Two weeks to understand the work—and practise doing it well.
Use this poster as a quick reference for the dates, class schedule, learning areas and programme investment. The complete curriculum and registration details continue below.
Who it is for
This programme is for you if…
No previous remote-work or customer-support software experience is required.
- Beginners interested in remote customer-support work
- Professionals moving from in-person customer service into remote roles
- Administrative, sales, finance, hospitality or retail professionals with transferable customer-facing experience
- Stay-at-home parents preparing to return to work
- Early-career professionals who need practical customer-support exposure
- Virtual assistants who want to add customer support or client relations to their services
- Professionals whose experience is valuable but difficult to position for remote opportunities
You will needA laptop or reliable computerStable internetTime for four live classes and practical exercisesBasic confidence using email and online documents
Programme outcome
What should you be able to do by the end?
This is practical readiness: understand the work, practise the workflow and position your real experience more clearly.
Identify which entry-level customer-facing roles match your existing experience
Communicate clearly through email, chat and ticket-based support
Adjust communication for customers from different cultures and markets
Ask effective questions to understand the real customer problem
Prioritise, document and escalate customer requests
Write useful internal notes and customer updates
Understand the core functions found in customer-support platforms
Create simple, clearly labelled portfolio samples
Position transferable experience on a CV and LinkedIn profile
Prepare stronger examples for customer-support interviews
Build a focused 30-day application plan
Four live classes
Learn the work. Then practise it.
Each class combines clear teaching, practical demonstrations and a labelled training exercise you can complete honestly.
Remote customer support and career direction
- What remote customer-facing work involves
- Customer service, support, success, client relations and account management
- Channels, common roles and progression paths
- How to identify transferable experience
Practical exerciseCreate a personal customer-facing skills inventory and select a target role direction.
Customer communication across cultures
- Clear, professional responses
- Tone, empathy and diagnostic questions
- Managing delays, errors and difficult conversations
- Working with customers across cultures and markets
Practical exerciseRespond to a clearly labelled fictional customer situation through email and live chat.
Tools, tickets and support workflows
- How a ticket moves from receipt to resolution
- Status, priority, ownership, tags, macros and internal notes
- Useful documentation and escalation context
- Trackers, knowledge bases and information protection
Practical exerciseComplete a clearly labelled fictional ticket-prioritisation, documentation and escalation simulation.
Positioning, interviews and the remote job search
- Finding credible, location-eligible opportunities
- Positioning transferable experience on CV and LinkedIn
- Building an interview evidence bank
- Using AI truthfully and creating a focused application routine
Practical exerciseCreate a target-role positioning statement, interview evidence bank and 30-day application plan.
Tools and workflows
Tools you will be introduced to.
Customer-support platforms differ between companies, but the underlying work is transferable. You will learn what the tools are for and how common support workflows move through them.
Important
The programme provides guided demonstrations of selected tools. It does not include paid licences or advanced certification in every platform.
Practical evidence
Leave with more than notes.
You will work on portfolio-ready training samples that show how you think, communicate and organise support work.
Customer-support skills inventoryProfessional email-response sampleLive-chat response sampleMulticultural communication exerciseDifficult-customer resolution scenarioTicket-prioritisation exerciseDocumented escalation noteSimple support trackerTarget-role positioning statementInterview evidence bank30-day application plan
All simulations and samples must be clearly labelled as training or portfolio exercises. Fictional work must never be presented as paid client or employer experience.
Your programme
What is included.
Four focused sessions, practical work and a clear route from learning to positioning.
Register and pay KES 3,500- Four live online classes
- Eight hours of guided teaching
- Practical exercises and simulations
- Selected tool demonstrations
- Templates and sample documents
- Official tool-academy and learning links
- Customer-support response frameworks
- Interview-preparation guidance
- CV and LinkedIn positioning guidance
- A 30-day application plan
- Class recordings for the confirmed access period
- Certificate of completion when the confirmed requirements are met
Programme details
Everything you need to plan your place.
- Programme
- Remote Customer Support & Client Relations
- Dates
- 16–25 November 2026
- Live classes
- Monday 16 · Wednesday 18 · Monday 23 · Wednesday 25 November
- Time
- 7:00–9:00 p.m. East Africa Time
- Delivery
- Live online
- Level
- Entry level
- Investment
- KES 3,500
- Status
- Registration open
Registration open
Ready to build your remote customer-support foundation?
If you communicate well, enjoy solving customer problems or already have experience working with customers, this programme will help you translate those strengths into practical remote-work capability and clearer professional positioning.
Questions before you register
Clear answers. No false promises.
Do I need previous customer-service experience?
No. The programme is entry level. Experience in sales, administration, hospitality, finance, retail, communication, community work or other customer-facing environments may give you transferable skills, but previous customer-support employment is not required.
Will this programme guarantee me a remote job?
No. SkillYu cannot guarantee employment, clients or income. The programme provides structured training, practical exercises, positioning guidance and a job-search plan to help you become better prepared for suitable opportunities.
Will I become certified in Zendesk, Help Scout or Shopify?
No. The programme introduces selected tools, common workflows and transferable support principles. You will also receive links to official learning resources for continued platform-specific learning.
Will I receive paid versions of the tools?
No. Paid software licences are not included. Demonstrations may use available trials, free plans, training environments, screenshots or sample workflows.
Is Shopify a CRM?
Shopify is primarily an e-commerce platform. It is included because customer-support professionals often use it to review customer, order, payment and fulfilment information while resolving enquiries.
Will you apply for jobs for me?
No. You will learn how to identify, assess and apply for suitable roles. Applications remain your responsibility.
Are recordings provided?
Recordings will be available for the access period confirmed during registration. Live attendance is strongly encouraged because the practical exercises and discussions are an important part of the programme.
16–25 November 2026 · Live online
Start building the skills behind remote customer support.
Learn how to communicate, document, prioritise, escalate and position yourself for entry-level remote customer-facing opportunities.
Register for the programme · KES 3,500