Customer Service Management Training Course

Our one day Customer Service Management training course will provide the skills needed to lead and manage a customer service teams to deliver exceptional customer service.

Customer Service Management training course
Course Delivery Options

For Your Team
Delivered as a virtual online course or at your business
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Course Overview

Here’s all of the details you need about our Customer Service Management training course. Click the tabs below to see more details. We’re here to help if you have any other questions. You can see all of the ways to get in touch on our contact us page.

This Customer Service Management training course will provide those in customer service management roles with the skills and approaches needed to motivate and develop the customer service team.

Those who attend this Building a Customer Service Strategy Training Course will:

  • Have tools to identify the different characters in their team
  • Be able to communicate the customer service ethos to all team members
  • Be able to different techniques to motivate both individuals and the team as a whole
  • Know how to set clear objectives with their team members as well as objectives that stretch to achieve more
  • Be able to coach team members effectively to get maximum performance
  • Have tools and techniques to deal with underperforming team members

Here’s what we cover in our Customer Service Management Training Course:

What is a Customer Service Management?

  • The role of the customer service manager
  • The skills needed to be an effective customer service manager
  • The objectives of the customer service manager

Team Characteristics

  • Understanding team personalities
  • How to communicate with different personalities
  • How to motivate different personalities
  • The team development life cycle

Setting Goals and Objectives

  • Setting daily/weekly/monthly targets and objectives
  • Feeding objectives into overall performance management programmes
  • Monitoring goals and objectives
  • Gaining buy-in from team members
  • Setting targets and objectives that stretch the team members

Monitoring, Motivating and Maintaining Performance

  • How to monitor your overall team performance
  • Using dashboards and other tools to track performance and gather data
  • Using motivational techniques to maintain and increase performance

Coaching and Feedback

  • Understanding how coaching helps maintain and improve performance
  • Using a simple coaching structure to have effective conversations
  • Turning gathered data into effective feedback
  • Providing feedback that creates change

Dealing With Under Performing Customer Service Team Members

  • How to proactively identify potential drops in performance
  • Effective underperformance discussions
  • Setting targets for improvement
  • Using personal improvement plans

Download a copy of the Online Customer Service Management course overview by clicking here

Bring This Course In-House

We can deliver this Customer Service Management training course as an in-house course for your business. We can deliver this as either a virtual online course or in person at your organisation. To find out more about how in-house delivery works and to get a quote, click below.
In-House Course Details
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