Behind every great customer experience is a well-led service team — motivated, skilled, and supported to deliver. This program equips participants with practical skills to manage and lead customer service teams, covering how to build, coach, and drive a high-performing service team.
As service quality depends on service leadership, these skills are highly valued. This course combines service team management with coaching and performance practice and introduces emerging trends in service leadership.
Course Objectives
Upon the successful completion of this program, attendees will be able to:
- Understand the service team leader role
- Build a customer-focused team
- Recruit and onboard service staff
- Set service standards and expectations
- Coach service skills
- Motivate the service team
- Manage service performance and metrics
- Monitor quality and feedback
- Handle escalations
- Support staff through difficult interactions
- Manage workload and scheduling
- Build team morale and engagement
- Manage stress and burnout
- Drive continuous service improvement
- Lead a high-performing service culture
- Apply emerging trends in service leadership
Course Outline
- Module 1: The Service Team Leader Role
- Module 2: Building a Customer-Focused Team
- Module 3: Recruiting & Onboarding Service Staff
- Module 4: Setting Service Standards & Expectations
- Module 5: Coaching Service Skills
- Module 6: Motivating the Service Team
- Module 7: Managing Performance & Metrics
- Module 8: Monitoring Quality & Feedback
- Module 9: Handling Escalations
- Module 10: Supporting Staff Through Difficult Interactions
- Module 11: Managing Workload & Scheduling
- Module 12: Building Team Morale & Engagement
- Module 13: Managing Stress & Burnout
- Module 14: Driving Continuous Improvement
- Module 15: Emerging Trends: Service Leadership
Who Should Attend
This course is intended for customer service managers, team leaders, and supervisors who lead service teams and want to build high performance. A service foundation is helpful.
Registration & Inquiry
For more details & inquiry, please contact us at:
