Course Overview

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About the programme

Managing a customer service team is becoming an increasingly demanding role. Customer service managers have to manage the team and each individual in the face of ever-increasing stressful situations, whilst at the same time ensuring that the team stay composed, professional and motivated.

This course is designed to equip individuals with the skills necessary to create, manage and maintain a productive, customer-focused climate. It addresses the requirement to manage the team and to provide coaching support for the individuals in order to maximise self-development for all members of staff.

Course Objectives

By the end of this course, participants will be able to:

  • Understand your role and responsibilities as a customer service manager.

  • Develop a customer-focused culture within your department.

  • Understand how to overcome communication barriers between team members and customers.

  • Handle difficult situations and people in an effective and friendly way.

  • Lead, manage and motivate the team to achieve higher standards of customer service.

  • Identify priorities in change to achieve ‘right first time’ customer service.

  • Identify the ‘when’ and ‘how to’ coaching opportunities to provide support for individuals to improve their performance.

  • Enhance the effectiveness and overall performance of the team in order to meet targets and achieve task orientated goals.

Who Should Attend

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This course is suitable for customer service managers, supervisors and team leaders who are looking to develop them and their team members to deliver an excellent level of customer service that provides a superior experience for their customers.

Course Outline

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Setting the team’s objectives

  • Understand your organisation’s aims for customer service excellence

  • Why are customers so important?

  • What is great customer service?

  • Reputation is the key to success

  • Communicate the objectives

  • Translate organisational aims into team actions

  • Make objectives SMART

  • Link performance to customer-focused objectives


  • Effective communication

  • Communication methods

  • Making time for your team

  • External communications

  • What to communicate

  • Emotional intelligence

Creating a customer focused culture  

  • Customer focus

  • Listen to your organisation

  • Listen to internal customers

  • Listen to external customers

  • Service recovery and complaint handling

  • Plan effective customer service delivery

  • Managing change

  • Make it happen

Organising a team to deliver reliable customer service

  • Developing the team

  • Delegate and empower your team

  • Motivate and inspire your team

  • Assessing performance

  • Making it systematic with service standards

  • Service measurement

  • Reward and recognition for team members

  • Using technology in your team to support customers

  • Systems and processes

  • Developing your team leader/manager performance

Workplace assignment

This is fully briefed on and worked towards throughout the course and can be customised to maximise the benefits to the delegate and their organisation.

Location, Pricing & Dates

All courses are available in-house (your preferred location) but throughout the year, we run selected courses as scheduled programmes. To view scheduled courses, please hover over dates on the calendar below.