ServiceManagement is a 30 hour interactive course for team leaders and managers.
The course hones skills in engaging, developing and managing a team of customer service professionals to create a customer-focused culture.
Features and benefits
Work-based assignments include a team review against course learning to develop appropriate service
improvement plans for implementation within the organisation
Content based on the latest customer service research and practice
Delivery is quality assured by The Institute to maintain consistency, quality and standards
On-site training with flexible delivery times
Course delivery can be customised to meet your employers' needs
Certification by the Institute of Customer Service
Develops customer-focused behaviours, skills and competence based on best practice
Motivates individuals and teams to understand and exceed customers' expectations
Independent recognition of individuals' professionalism
Increased confidence and job satisfaction
Keeps organisations and individuals at the cutting edge of customer service professionalism
Helps build and develop a consistent customer service culture across the organisation
ServiceManagement is a 30 hour group training programme, typically run over 2-3 days with a few week gap between days 2 & 3. The course is divided into four modules. Participants will complete a work-based assignment to develop and present a service improvement plan, agreed with their manager that they will take back to the workplace for implementation.
The four modules:
The strategy and culture of service excellence
The elements of service excellence
Leading and managing service excellence part 1 – creating and sustaining a customer-focused environment
Leading and managing service excellence part 2 – creating and sustaining a customer-focused team