This course empowers managers and supervisors with the strategic tools and leadership techniques needed to build and sustain a high-performance customer service culture. Participants will learn how to align service delivery with organizational goals, coach frontline teams effectively, and use data to drive service improvement.
Learning Methodology
Case study analysis and strategic planning exercises
Interactive discussions and peer learning
Service performance reviews and benchmarking
Real-time scenario-based decision-making
Action planning and leadership coaching
Learning Outcomes
Participants will be able to:
Build and implement a customer service strategy
Set service standards and performance indicators
Motivate and coach frontline teams
Address systemic service issues proactively
Align customer experience with organizational objectives
Delivery Format
Duration: 3 days (in-person) or 4 sessions (online)
Format: Strategy workshops and coaching simulations
Location: On-site or Alverton Global training venues
Certificate: Issued by Alverton Global upon successful completion
Course Features
- Lectures 15
- Quiz 0
- Duration 3 days
- Skill level Expert
- Language English
- Students 9
- Certificate Yes
- Assessments Yes
- 5 Sections
- 15 Lessons
- 3 Days
- Strategic Role of Customer Service in the Organization3
- Setting Service Standards and KPIs3
- Leading and Coaching Customer Service Teams3
- Problem Solving and Service Improvement Planning3
- Action Plan: Enhancing Service Across Your Department3
Requirements
- Current or aspiring team leaders and supervisors
- Familiarity with customer service operations
Features
- Designed specifically for service leaders
- Focus on practical strategy and real-time coaching
- Sector-specific examples
- Action plan developed for each participant
- Certified by Alverton Global
Target audiences
- Customer service managers and supervisors
- Department heads in service-driven organizations
- Public sector and NGO team leaders
- Senior customer care officers
