ServiceManagement

ServiceManagement is an activity–based customer service management course for team leaders and managers. It's part of our ServiceFocus training suite.

Benefits

• satisfied customers leading to improved reputation and business success
• motivates delegates and teams to exceed customers' expectations delivering more satisfied customers and improved reputation for the delegate's organisation
• can be customised to meet employers' needs
• work based assignments deliver appropriate service improvement plans for the organisation
• trained participants delivering improved service will generate customer satisfaction and loyalty and improve performance and profitability
• delegates working to national standards
• independent recognition of professionalism increases delegates confidence and job satisfaction
• certification by the professional body for customer service
• a foundation from which to encourage further development by undertaking qualifications in customer service (our Professional Awards, NVQs, SVQs, etc.)
• successful delegates receive one-year individual membership worth £36

Delivering ServiceManagement

In–house delivery

Council and Corporate members of the Institute can apply to have their own training approved so that they can deliver ServiceManagement themselves.

In–house delivery is cost effective. It costs £75 per participant.

Find out more about delivering ServiceManagement in–house.

External delivery

You can also arrange for an Institute business partner to deliver ServiceManagement for you. See a list of approved Institute business partners.

Course format

ServiceManagement is a 30 hour programme delivered through group training, typically run over five half day sessions.

The programme is divided into four modules. Participants will complete a work–based assignment that will take approximately 12 hours to complete.

The four modules

• setting the team's objectives
• communicating
• creating a customer focused culture
• organising a team to deliver reliable customer service