Diploma in Customer Service – ICM

Course Overview

The Diploma in Customer Service offers a comprehensive curriculum designed to equip students with the essential skills and knowledge necessary to excel in roles focused on enhancing customer satisfaction and loyalty. Students delve into various aspects of customer service, including communication strategies, conflict resolution techniques, and customer relationship management principles. Through a combination of theoretical learning and practical exercises, students develop proficiency in understanding customer needs, addressing inquiries and complaints effectively, and building strong customer relationships. With a focus on practical application and real-world scenarios, graduates emerge prepared to meet the demands of diverse customer service roles and contribute positively to organizational success in today's competitive marketplace.

Eligibility Requirements

Entry Qualifications
  • KCSE aggregate Grade of C- and above

Career Options

Graduates of the Diploma in Customer Service are well-positioned to pursue a wide range of rewarding career paths across various industries. With their comprehensive understanding of customer service principles and practical skills in communication, problem-solving, and relationship management, individuals can thrive in roles such as customer service representatives, where they interact directly with clients to address inquiries, resolve issues, and ensure overall satisfaction. Additionally, opportunities abound in supervisory or managerial positions, where graduates can lead teams, develop strategies to enhance customer experience, and drive organizational success. Moreover, careers in sales, marketing, and hospitality sectors beckon, with a strong foundation in customer service providing a valuable asset for building and maintaining customer relationships to drive business growth.

Course Duration

  • 1 ½ Years

Mode of Study

  • Evening (6.30 am - 8.30 am, 11.30 am – 2.00 pm, 2.30 pm – 5.00pm, 8.30 am - 4.00 pm, 5.30 pm - 8.30 pm)
  • Weekends (Saturday)
  • Online

Intake Periods

  • January
  • May
  • September

Course units outline

Module I
Module II
Module III

Mode of Application

Documents required when applying for registration (in duplicate):

  • Duly filled Registration and/or Examination forms.
  • Certified copies of certificates
  • Copies of identification document e.g. ID card, Passport, Waiting Slip or Birth Certificate
  • 2 Passport size photograph
  • Legal documents such as Marriage Certificates supporting change of names where applicable

Payment Details


College of Human Resource Management (CHRM)

Bank Name Branch Branch Code Swift Account Number
Kenya Commercial Bank (KCB) Biashara street Branch 263 KCBLKENX 1180194667

MPESA​ ( Paybill Number – 522123 ) Follow the steps below to pay

  1. Select Pay Bill from M-Pesa menu
  2. Enter business no. 522123
  3. Enter Account No. 80295K(YourName)- Max 16 Characters
  4. Enter the amount to pay
  5. Enter PIN number
  6. Confirm payment details and submit payment


Application Form

Course Brochure

Diploma Programmes
Course Category
Diploma Programmes
Modes of Study
Online, Weekday, Weekends
Intake Periods
January, June, May
Course Duration
1 Yr 6 Months
Examination Body
Business & Social Studies