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| Building management skills to deliver exceptional customer service through teams |
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| Introduction |
An employee’s line manager is the number one influence on their level of engagement which, in turn, has a dramatic impact on the service they deliver to customers.
We provide this 30-hour training programme to help develop leaders and managers to a level where they understand how to motivate, empower and inspire a team to meet and exceed customer expectations. The programme can be tailored to reflect your company’s specific vision, values, goals standards and procedures. |
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| Focus |
| Participants initially attend two days of learning workshops, which are interactive and activity-based, supported by best practice examples and latest industry research on service leadership. During a break of 6-8 weeks, participants then apply what they have learned through a workplace assignment, addressing a real business issue. |
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| Follow-up |
| After the break, participants are invited to present the results of their assignment to their trainer, fellow participants and relevant senior management. |
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| Outcomes |
The workplace assignment offers an opportunity to deliver immediate benefits to the organisation, whilst giving a challenging and practical opportunity to each participant.
In the longer-term, effective communication, support and development of their teams will help participants create a customer-focused culture with the customer at the heart of processes, actions and behaviours.
Participants’ presentations and assignment reports are assessed and, upon successful completion, participants are awarded the ICS Customer Service Foundation Certificate and a one-year Foundation Membership of the Institute of Customer Service. |
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ICS ServiceManagement™ 