Managing and Coaching your Customer Service Team

20 CPD Hours 19-02-2018



This course of Managing and Coaching your Customer Service Team is designed to develop the skill of participants in creating, managing, and maintaining a customer-focused climate by ensuring them customer services at the highest level. The training so far has helped many professionals in related fields to handle the toughest challenges and motivating teams. Our high-end training tools are incorporated into the modules for providing the participants with the latest techniques of coaching support for the customer service team members.

By completing the course the participants will be able to:

  • Learn to develop a customer-friendly atmosphere in your team
  • Able to teach, train, and guide the team to excel performance
  • Know the role and responsibilities as a customer service supervisor or manager
  • Manage tough situations and handling crises
  • Improve quick decision-making ability
  • Overcome communication obstructions among customers and team members
  • Motivate, manage and lead the team to attain improved and high-end customer services
  • Be the taskmaster to identify priorities to achieve better customer services
  • Learn “How to” and “When” coaching the teams in order to meet targets and achieve the goals by improving performance
  • Overall team performance and management


Course Contents

Module I—Introduction to Customer Service

  • Definition of Customer Service
  • What is Customer Service Management
  • Role and Responsibilities of Customer Service Managers
  • How to create a customer-friendly culture
  • How to create an impact on team and individuals through behavior

Module II—Importance of Effective Communication

  • How to conduct a one-on-one coaching and enhance team communication
  • How to overcome barriers to achieving assertive business goals through communication
  • Managing conflicts and similar challenges
  • Persuasive and convincing communication to offer high-end customer service

Module III—Different Types of Customer Service Management

  • BPO and KPO Customer Service Management
  • Retail Customer Service Management
  • Banking and Insurance Customer Service Management

Module IV—Training Team

  • Improve Coaching skills for customer service management
  • How to recognize the weakness in individuals and teams
  • How to manage complaints and to reduce escalation
  • Tips and ideas to offer high-end coaching skills
  • How to motivate team spirit and talk about poor performance
    • Handle the pressure of achieving target
    • Teaching teams to communicate with the customers politely and persuasively
    • Help the team members to be aware of the latest trends in customer service management
    • Train the teams to Achieving ‘right first time’ standards

Module V—Assessment

  • Case Studies
  • Discussion on latest coaching techniques application and results
  • Planning a coaching course and application
  • Feedback
Course language(s): English, Arabic
Number of participants: 1 – 10

Early booking: For all booking(s) made 45 days in advance, we offer an early booking discount of 10%. Please complete the booking process and a member of our team will contact you regarding the fees.

Registration terms: Deadline for registration is 5 days prior to the course start date. Those who wish to register after the deadline should email us directly at to check availability.

Certificate: A certificate will be issued to all participants on completion of this course.

Who Should Attend

The course is suitable for customer service managers, supervisors and team leaders who are looking forward to developing the performance of their teams to ensure customer service to the highest standards.

Why Us?

Why Us?

With a combined management and training experience of over 70 years and clients ranging from large corporations and government bodies to small private firms and sole traders we don’t believe in a ‘one size fits all’ policy. We seek out experienced business professionals to deliver what they know best. Our training programmes are dynamic and effective giving you the knowledge you require but most importantly backed by real life practical examples.

Right from the moment you choose London Training for Excellence, we are a source of support, giving you the skills and Knowledge to help you with your career; whether you want to change career paths or further develop your current role we are here to help.

Here are some more advantages of choosing London Training for Excellence:

Quality - High class programmes delivered by experience business professionals. Reliability – We will never cancel a confirmed booking, we run courses in more than 21 locations Worldwide and work around the clock to ensure every delegate receives the support they require. We even operate a 24 hour support line to help cater for your every need.

Recognition – We are fully accredited by The CPD Standards agency, IAO and have been one of the most requested providers on Findcourses.

We hope to welcome you onto a course soon.

Available Dates

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  Venue:Athens Date:19-02-2018 Price:£ 3,335.00 Request More Info or
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