• Enrolling Now

Customer Service Leadership & Team Performance

Customer service leaders are responsible for building high-performing teams, strengthening service culture, improving customer engagement, and ensuring consistent operational performance. Effective leadership within customer service environments requires communication excellence, coaching [...]

  • Course ID: CSX 007
  • Delivered by London Elite Training

– Course Overview

Customer service leaders are responsible for building high-performing teams, strengthening service culture, improving customer engagement, and ensuring consistent operational performance. Effective leadership within customer service environments requires communication excellence, coaching capabilities, performance management, and customer-focused decision-making.

The Customer Service Leadership & Team Performance programme equips participants with practical leadership methodologies, team management techniques, customer service performance frameworks, and employee engagement approaches required for successful customer service leadership. 

– Learning Outcomes

By the end of this programme, participants will be able to:

  • Understand customer service leadership and team performance principles
  • Apply coaching and performance management methodologies effectively
  • Improve team communication and employee engagement capabilities
  • Strengthen customer-focused leadership and operational management approaches
  • Enhance service quality monitoring and performance optimisation techniques
  • Improve conflict management and leadership adaptability methodologies
  • Support sustainable customer service excellence and team accountability effectively
  • Develop customer service leadership action plans

– Who Should Attend?

  • Customer Service Managers and Supervisors
  • Team Leaders and Coordinators
  • Customer Experience Managers
  • Operations and Service Delivery Professionals
  • Customer Support Leaders
  • Professionals responsible for service team management
  • Course Outline
DAY 01
Foundations of Customer Service Leadership
  • Understanding leadership within customer service environments
  • Roles and responsibilities of customer service leaders
  • Customer-focused leadership and organisational alignment methodologies
  • Leadership communication and service professionalism principles
  • Building service culture and team accountability effectively
  • Employee engagement and motivation approaches
  • Workshop: Leadership capability assessment exercise
DAY 02
Team Management & Communication Excellence
  • Team communication and collaboration methodologies
  • Coaching and mentoring customer service teams effectively
  • Active listening and communication adaptability techniques
  • Managing performance expectations and accountability frameworks
  • Building trust and collaboration within service teams
  • Conflict management and communication recovery approaches
  • Exercise: Team communication workshop
DAY 03
Service Performance & Operational Excellence
  • Service performance monitoring and KPI methodologies
  • Operational consistency and customer satisfaction approaches
  • Managing customer complaints and service recovery strategically
  • Resource coordination and workload management techniques
  • Continuous improvement and service optimisation frameworks
  • Reporting and performance communication methodologies
  • Workshop: Service performance simulation exercise
DAY 04
Leadership Influence & Customer Experience Management
  • Leadership influence and stakeholder engagement methodologies
  • Customer experience management and service alignment approaches
  • Managing organisational change and service improvement initiatives effectively
  • Emotional intelligence and leadership resilience techniques
  • Building customer trust through leadership accountability principles
  • Strengthening long-term service excellence cultures effectively
  • Exercise: Leadership case study workshop
DAY 05
Leadership Integration & Strategic Development
  • Integrating leadership, communication, and service methodologies
  • Building sustainable service leadership systems and team cultures
  • Final leadership simulation and executive presentation exercise
  • Developing customer service leadership action plans
  • Peer collaboration and professional feedback discussion
  • Programme evaluation and final review

Duration

  • 5 Days

In Person (Special Discount for this period only!)

  • £ 4,500
  • 3,950

Online (Special Discount for this period only!)

  • £ 2,300
  • 1,750
  • Global Locations
  • London
  • Dubai
  • Barcelona
  • Paris
  • USA
  • Online
Enroll Now

Corporate groups of 2+ are eligible for a 15% discount. Enquire here

Need personal advice?

Speak with a course consultant to see if this programme fits your career goals.

Enroll Now

Enrollment Form
Checkboxes
Clear