Foundations In Customer Service Management – (9, 10, 23 Feb 2027)
Developing Customer Service Management Capability
Designed for team leaders and managers, Foundations in Customer Service Management builds the capability to lead and improve customer service performance. Underpinned by The Institute of Customer Service’s model for Service Excellence, it explores strategy, culture, and operational delivery, and how these drive consistent service excellence.
Enhance your customer service management skills through interactive discussions, live chats, and collaborative sessions designed to build practical knowledge. Guided by expert consultants, you’ll gain valuable tools and insights to succeed in both frontline and support roles like IT or Finance
Includes the development and presentation of a Service Improvement Plan to drive measurable improvements within your team.
Delegates are certificated on successful completion.
Day 1 – 9th February, 09:00 – 16:00
- Introduction and overview
- Role of a Service Manager
- Strategy and culture of service excellence
- Elements of service excellence
Day 2 – 10th February, 09:00 – 16:00
- Leading and managing for service excellence
- Service improvement plans
- Continuing leadership and management development
Day 3 – 23rd February, 09:00 – 16:00
- Share best practice, ideas, and insights from your learning, including presenting your final assignment, with the rest of the group.
We run our online workshops on Zoom, please make sure you have this technology available to you before booking.
Ticket price for this course is £650 +VAT.
Please note that this ticket is non-refundable or transferrable in terms of date. If for any reason you are not going to be able to attend, we will accept a replacement person for the full duration of the course, subject to your prior notification. Please see the Academy Training terms and conditions here.
Registration closes: 11 January 2027