Managing Customer Service

1 Day Instructor-led
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Course Information

The need to lead, model, and promote the organizational values within a customer service environment is essential for business success. This one-day workshop will provide participants with opportunities to explore their responsibilities within their role as a leader (supervisor or manager) in a customer service environment.

This one-day workshop will help you teach participants:

  • How to identify ways to establish links between excellence in customer service and your business practices and policies.
  • How to develop the skills and practices that are essential elements of a customer service-focused manager.
  • How to recognize what employees are looking for to be truly engaged.
  • How to recognize who the customers are and what they are looking for.
  • How to develop strategies for creating engaged employees and satisfied customers in whatever business units you manage.

Course Outline

1. Six Critical Elements
  • Critical Elements of Customer Service
  • Element One: A Customer Service Focus
  • The Three Beliefs
  • Element Two: Procedures
  • Drafting Standards
  • Element Three: Culture
  • Element Four: Problem-Solving
  • Role Play
  • Element Five: Measurement
  • Element Six: Reinforcement
  • Developing and Maintaining Relationships
  • Phrases for Customer Service Success
  • Measurement in Practice
2. Understanding Leadership
  • About Leadership
  • Understanding Your Comfort Zone
  • Our Comfort Level
  • Managing Performance
  • Servant Leadership
  • The Heart of Leadership
  • Onboarding and Orientation
3. Five Practices of Leadership
  • Challenging, Inspiring, and Enabling
  • Making Connections
  • Making Connections
  • Modeling and Heart
  • Committing to Recognition
  • Practices in Practice
  • Pre-Assignment Review
  • Personal Action Plan

Dates & Availability

We currently don’t have any dates scheduled for this training course but offer it as a corporate, private course for your own team.

Please use the enquire button below.

Private Courses

We can arrange your own private Human Resources course.


Have us build a custom private course tailored to your needs.

Cost Effective

If you are looking to training a group of people private courses can be very cost effective.

Post Course Support

Unlimited post course email support on the course topics.

What Our Clients Think

Really good trainer. He made the training interesting and fun.

Wendy Sipson - Hampshire Constabulary

Very informative course, very useful tips on how to work with SQL Management Studio. A lot of SQL quirks explained, a lot of good examples.

Magdalena Piekarska - Veolia

The trainer was fantastic and very knowledgable!

Harriet Woollam - Galloping Gourmet

A great course. The trainers experience and knowledge is a great asset.

Nancy Shering - Equinix Group Ltd

Really enjoyed this course. It delivered exactly what I wanted out it.

Malkit Singh - Regatta Ltd

The trainer was an amazing lecturer and the vba course was very usefull and well structured. Thank you.

Veronika Panton - Haven Power

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