Upcoming Courses
Customer Service Management Training
Give your customer-facing managers the skills to keep your customer service team motivated, on track, and delivering exceptional levels of support. This programme is designed to ensure managers have the tools and techniques to lead high-performing customer service teams with confidence and impact.
£595+VAT per person
Intermediate
Benefits
What they’ll be able to do after this course:
Define Customer Excellence: Clearly identify and understand who their customers are, to help meet and exceed customer expectations
Lead by Example: Embody the role model behaviours that inspire their team to deliver outstanding customer service consistently and authentically
Communicate with Impact: Use advanced communication techniques to connect effectively with both team members and customers, ensuring clear understanding and positive outcomes
Assert with Confidence: Apply assertiveness skills to handle challenging situations professionally, maintaining service standards while protecting team morale
Motivate and Inspire: Implement proven strategies to motivate both teams and individuals, creating an environment where exceptional customer service thrives naturally
Transform Complaints into Opportunities: Manage customer complaints effectively, turning negative experiences into positive outcomes that strengthen customer relationships
What they will learn
Course content includes:
- Understanding the customer base and their diverse needs and expectations
- The manager as role model: behaviours that inspire exceptional service
- Advanced communication techniques for customer service environments
- Assertiveness skills for challenging customer and team situations
- Proven strategies for motivating customer service teams and individuals
- Complaint management frameworks that protect relationships and reputation
- Building customer service culture and standards within teams
- Performance management techniques for customer-facing roles
- Handling difficult customers and supporting team members through challenges
- Creating systems and processes that support consistent service excellence
Course Details
- 5 weeks, 1 x 3-hour live online session a week
- Awaiting dates
- £595+VAT per person
Client Feedback
“Already requested a similar course for my team as think this would be really useful to them to be motivated and customer focused.”
Iqsa Hayat – Pentax
Learner
“Always effective, gets everyone involved and gives honest feedback. Do it!”
Amrit Sandhu – Pentax
Learner
“Definitely worth attending the course, it gives a very different perspective from the customer point of view.”
Kashana Khan – Pentax
Learner
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Live Online Training
Live online is ‘on-air’ training where real trainers work with remote delegates. It’s highly interactive – participants work in groups and pairs, view slides and video, use whiteboards, and talk to fellow delegates and the trainer, just like in a real training room. We just use Zoom instead!
Face-to-face
Excellent for relationship-building and very practical sessions, working face-to-face with your staff builds teams and buy-in, especially for those who are tech-nervous. We love getting into the physical training room and whilst it relies on participants being able to travel to and meet in a convenient place, its a great place to be creative and experiential.