Dates flexible
Course Type
Professional Training Course
Yes (Details)
Course Fee

Course Overview

This course is designed to develop the skill of participants in creating, managing and maintaining a customer-focused climate which ensures customer services at the highest level.

Who should take this course

Newly appointed, Customer Service managers, Senior Customer Service executives, Customer Service team leaders, Customer Service supervisors.



Course content

Module 1 - 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. Customer Service vision and standards. Creating a customer-centric culture.

Module 2 - Team characteristics. Understanding team personalities. How to communicate with different personalities. How to motivate different personalities. The team development life cycle.

Module 3 - 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.

Module 4 - Assessing and improving performance. How to monitor your overall team performance. Dashboards and other tools to track performance. Motivational techniques to maintain and increase performance.

Module 5 - 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-performance. How to proactively identify potential drops in performance. Effective underperformance discussions. Setting targets for improvement Using personal improvement plans.

About Course Provider

London Training for Excellence offer a wide range of training courses in London for organisations and individuals who wish to advance their skills and knowledge in the business world. With a great training centre in London, London TFE have everything that is needed to understand the basic needs of a business. Each course focuses on the ‘real-life’ issues a business could face and how to tackle them with ease.

London TFE have a team of enthusiastic leaders and instructors who share a passion for education and want to deliver that same passion to every individual who wish to take a business to succession. Each training courses London encourages individual to aim high and reach their full potential.

How to enroll?

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