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Leading Customer Service Training

managing customer service

Leading Service: Setting the Stage for Great Customer Interactions

Course Outcomes

This leadership development program for customer service managers will:

  • Give a framework for setting a service direction.
  • Define leadership and the skills needed to sustain great service in any organization.
  • Review the communication skills that are essential to giving great service and coaching and leading others to do the same.
  • Provide a forum for planning next steps and identifying a sustainability plan.

Available Formats

  • One-Day Course
  • Two-Day Course

Course Overview

A service team is only as good as its leader. When leadership at the top fails, the team usually follows. This program is designed to give service leaders the tools they need to effectively manage a service team.

Program Objectives

At this program's conclusion, participants should be able to:
  • Identify ways to establish links between excellence in customer service and business practices and policies.
  • Develop the skills and practices that are essential elements of a customer-service-focused manager.
  • Recognize what employees are looking for to be truly engaged.
  • Recognize who their customers are and what they want.
  • Develop strategies for creating engaged employees and satisfied customers.
The following outline highlights some of the course's key learning points. As part of your training program, we will modify content as needed to meet your business objectives. Upon request, we will provide you with a copy of the participant materials prior to the session(s).

Workshop Outline

How We Got Here: Changes in Customer Service
To begin, participants will explore who their customers are and how that population has changed over the years. They will then examine 12 conditions for creating excellence.
The Fundamentals: Communication Skills
This part of the program will help participants develop their listening and questioning skills-two cornerstones of great customer service. Next, attention shifts to two ways they can pay better attention to others: attending and observing.
Follow Me: Leadership
This component focuses on a situational leadership model. Participants will take a test, score themselves, and then examine their styles in detail. They will then explore the key behaviors of great managers and ways to engage different types of employees.
Let's Get Going: Developing a Service-Management System
To wrap up the program, we will look at a team approach to customer service and specific actions participants can immediately take to sustain service standards.

By the conclusion of this program, participants should understand the role of the service manager, how to establish standards, how to communicate those standards, and how to lead their teams to success.

Questions This Page Answers About Leadership Development for Customer Service Managers

  • Where can I find a leadership program for my customer service managers?
  • What do customer service managers need to know?
  • My customer service managers need help dealing with turnover and other issues, what is available?
  • Where can I find a leadership seminar targeted to customer service managers?