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Key Accounts and Customer ServiceManage your Customer Service


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  • NetherlandsAmsterdam
  • 13 - 17 Feb 2023
  • 20 CPD hours
  • $4,900.00
  • Overview
  • Course Outline
  • Scheduled Dates

Course Overview

This course is designed to develop the skills of customer service managers, supervisors and team leaders in creating, managing and maintaining a customer-focused climate which delivers customer services at the highest level.

Delegates will start by identifying their own customer service vision and standards and then use these to create a customer-centric culture in their teams. They will learn how to motivate, manage and lead their teams to achieve the best possible customer service.  

The course will also introduce coaching techniques and templates which delegates can use to improve individual and team performance, as well as dashboards and other tools they can use to monitor and evaluate performance.

Objective:

By the end of this interactive training programme, you will be able to:

  • Learn to develop a customer-friendly atmosphere in your team
  • Know the role and responsibilities as a customer service supervisor or manager
  • Motivate, manage and lead the team to attain improved and high-end customer services
  • Identify priorities to achieve better customer services
  • Recognise ‘when’ and ‘how’ to coach the team members in order to meet targets and achieve business goals
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Course Outline

Module 1 - What is a Customer Service Management?

  • The role of the customer service manager
  • The skills needed to be an effective customer service manager
  • The objectives of the customer service manager
  • Customer Service vision and standards
  • Creating a customer-centric culture

Module 2 - Team characteristics

  • Understanding team personalities
  • How to communicate with different personalities
  • How to motivate different personalities
  • The team development life cycle

Module 3 - Setting goals and objectives

  • Setting daily/weekly/monthly targets and objectives
  • Feeding objectives into overall performance management programmes
  • Monitoring goals and objectives
  • Gaining buy-in from team members

Module 4 – Assessing and improving performance

  • How to monitor your overall team performance
  • Dashboards and other tools to track performance
  • Motivational techniques to maintain and increase performance

Module 5 - Coaching and feedback

  • Understanding how coaching helps maintain and improve performance
  • Using a simple coaching structure to have effective conversations
  • Turning gathered data into effective feedback
  • Providing feedback that creates change

Dealing with under-performance

  • How to proactively identify potential drops in performance
  • Effective underperformance discussions
  • Setting targets for improvement
  • Using personal improvement plans
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Schedule & Fees

2+1Offer

Get the most out of group training with our special discount! Register 3 of your participants together on the same course and only pay for 2.

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Location

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  • Amsterdam
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  • Management

5 Days 20 CPD hours

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Amsterdam

Amsterdam

$4,900.00

  • Management

5 Days 20 CPD hours

Register Now
Dubai

Dubai

$4,900.00

  • Management

5 Days 20 CPD hours

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London

London

$4,500.00

  • Management

5 Days 20 CPD hours

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Dubai

Dubai

$4,900.00

  • Management

5 Days 20 CPD hours

Register Now
London

London

$4,500.00

  • Management

5 Days 20 CPD hours

Register Now
Istanbul

Istanbul

$4,900.00

  • Management

5 Days 20 CPD hours

Register Now
Dubai

Dubai

$4,900.00

  • Management

5 Days 20 CPD hours

Register Now
London

London

$4,500.00

Speak to our friendly training advisor today

Employees of professional or formally regulated bodies are generally expected to have CPD accredited training. This type of accreditation ensures that the training is knowledgeable, informed and constantly updated. It ensures our standards as a company are kept high and consistent.

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Why Choose London Training

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    Tailored

    We customise our courses to suit your personal learning needs

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    Quality

    Our courses are delivered by highly experienced industry experts

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    Recognition

    All our courses are accredited by the CPD Standards Agency

Frequently Asked Questions

How can training courses be used as a company benefit?

Training is hugely beneficial to both yourself and your company. It enables you to employ new technologies, increases your productivity and enables you to be more autonomous. Have a look here at our infographic on the importance of training and development!

How often do you update your course content to ensure relevancy?

Our course content is constantly reviewed and updated to ensure we stay up to date with all the latest trends. After every course is completed we review the feedback and improve the material where necessary.

Do you keep your classroom environment and instructional methodologies current with today’s real-world workplace?

Yes, we focus our training on ‘real-world’ scenarios and our trainers are all highly experienced and skilled in their relevant fields.

Are your courses eligible for professional certification?

Yes, we offer certification with all our courses, every course is entitled to CPD (Continuous Professional Development) hours which you can put towards your professional portfolio.

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Manage your Customer Service

  • NetherlandsAmsterdam
  • 13 - 17 Feb 2023
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