1300 783 987
Back to All Courses
Public In-House Face-to-Face

Customer Service Management

Learn how to define and excel in your role as a customer service manager.

Book This Course Download Training Menu
Customer Service Management

Course Overview

Building and sustaining a strong customer focused culture is essential for every organisation. This workshop provides an opportunity to explore your role and responsibilities as a customer service manager. Through discussion and practical activities, you will examine key skills and techniques while drawing on your own experiences to reflect on real workplace challenges and successes.

What You'll Learn
  • Identify ways to align customer service excellence with organisational policies
  • Develop the key skills and behaviours required of an effective customer service manager
  • Understand what drives employee engagement and motivation
  • Recognise who your customers are and what they expect from your organisation
  • Develop strategies to create engaged employees and deliver high levels of customer satisfaction across the business
What's Covered
  • Identifying your customers and understanding their expectations
  • Sustaining individual engagement and motivation
  • Communication skills for effective leadership
  • Appropriate information sharing and transparency
  • Professional self image and creating strong first impressions
  • Key principles of effective leadership
  • Understanding and applying situational leadership
  • Developing and refining your leadership style
  • Strategies for managing employee engagement
  • Creating a customer service focused team
  • Let’s practice some activities and role plays
  • Key takeaways and personal action plan
Format & Inclusions

Our training programs are engaging and reflective of current best practice in the subject matter delivered. All of our sessions are practical with lots of individual and group activities, skills practice, role plays and a personal action plan.

We have activities and small group work throughout the session so participants are actively engaged which makes the learning transfer easier. Participants also receive individual attention from our expert facilitator who will gauge the pre-knowledge of the group, so they are able to target the content to their needs.

In addition to the workshop, participants undertake a pre-course survey (to determine individual needs), receive a Certificate of Attendance, free access to our online toolkit and follow-up email boosters.

Adding booking to cart...

In-house Training Enquiry

If you require training to be designed from scratch - We Can Help! We can design learning solutions and programs that are dynamic, relevant and practical. We use best practical methodologies to suit your requirements and to ensure that the right message is being transferred to the audience.

We are highly experienced in designing all types of programs and we will work with you to reach a solution that suits your needs and budget. Our custom design services are designed to support improved business performance and to assist you in receiving the best outcome and return on investment on your project.

Inhouse Enquiry Email Us 1300 783 987
In-house Training