Foundations in Customer Service Management is an activity-based improvement course, ideal for team leaders and managers seeking to build a practical understanding of the knowledge, skills, and expertise required to effectively manage and improve customer service performance.
This certificate course has been designed to support those who are responsible for overseeing service delivery and leading teams, helping them to build confidence, capability and consistency in their management approach across a range of customer service environments.
Underpinned by The Institute’s model for Service Excellence, it enables participants to explore the key elements of effective service management – including strategy and leadership, building culture and engagement and operational delivery, and to understand how these contribute to consistent service excellence.
The course also includes a work-based assignment, requiring delegates to develop and present a Service Improvement Plan focused on improving customer service performance within their team. Delegates will receive a certificate upon successful completion of the course.
Can be delivered exclusively for your organisation (virtually or in person) or booked via our scheduled open courses – for in house delivery, contact your Client Development Director.
The comprehensive course will allow participants into the core aspects of service excellence, from understanding the strategic importance of customer service and aligning organisational culture and values, to mastering the intricacies of effective service delivery and complaint handling.
| Day 1
| Day 2
| Day 3 (half day)
- Understand how the organisation’s purpose, strategy and culture drives the service experience delivered by their teamÂ
- Create a customer focused culture within the teamÂ
- Lead, coach, inspire and empower the team to deliver service excellenceÂ
- Use emotional intelligence and communication skills to drive service excellence through team deliveryÂ
- Measure service excellence, complaint handling, service recovery and continuous improvementÂ
We use Zoom as our preferred platform.Â
A reliable internet connection, a laptop/computer with a microphone and camera; paper and pen for notetaking.
An Academy Learning & Development Consultant. You can see who our experts are here.
Your environment – ensure you are in a comfortable location and remove any distractions. Make sure you have tested your connection to Zoom.Â
Our courses are only open to members – find out more about becoming a member here.
There may be others attending from other member organisations, presenting an opportunity to network and share thoughts and ideas on the subject.Â
