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Customer Service Training – Managing Customer Service Course



The need for leading, promoting, and enhancing a customer-focused culture is essential within every organization.

This one-day Customer Service Training: Managing Customer Service workshop will provide participants with an opportunity to explore their responsibilities within their role as a leader, supervisor, or manager in a customer service environment. You will learn the various skills and techniques, they will draw from their own personal and varied experiences to share elements of reward and challenge.

Participants will learn:

  • How to identify ways to establish links between excellence in customer service and their business practices and policies
  • How to develop the skills and practices that are essential elements of a customer focused manager
  • How to recognize what employees are looking for to be truly engaged
  • How to recognize who the customers are and what they are looking for
  • How to develop strategies for creating engaged employees and satisfied customers in whatever business units you manage

As always, our training materials are completely customizable and brandable.  Each package comes complete with anlearner/instructor guide, student manual, PowerPoint slides, quick reference guide, and much more.

Just click, download and start training today.


Course outline-

How to Use This Guide

Session One: Course Overview

Session Two: Six Critical Elements

Element One: A Customer Service Focus

Element Two: Defined in Your Organization

Element Three: Given Life by the Employees

Element Four: Problem Solving

Role Play

Element Five: Measure It

Element Six: Reinforce It

Measurement in Practice

Session Three: Understanding Leadership

About Leadership

Understanding Your Comfort Zone

Managing Performance

Servant Leadership

Onboarding and Orientation

Session Four: Five Practices of Leadership

Challenging, Inspiring, and Enabling

Modeling and Heart

Practices in Practice

Pre-Assignment Review

Recommended Reading List

Post-Course Assessment

Pre- and Post-Assessment Answer Keys

Personal Action Plan

Learner/Instructor Guide

Our Learner/Instructor Guides are the core of each training course. They lay out the training in simple, easy-to-follow instructions. You can also customize the Learner/Instructor Guides in order to personalize your training.

Student Manual

Each Instructor Guide – for each course – is paired with a Student Manual that you can present to your participants. This customizable Student Manual gives each participant the student version of the course you will be learning/teaching.

Exercise Workbook

Whether or not you choose to introduce exercises into your learning/training is up to you as the learner/facilitator. In case you want to do this we offer you an Exercise Workbook (also customizable) that is specific to the course you are offering.

Sample Files

Each course title comes with a Lab Workbook loaded with activities and exercises to practice and reinforce the learners’ understanding of the course objectives. Pre-made Sample Exercise Files are provided for use with the Lab Workbook so that you, as the learner/trainer, do not have to prepare activity working files.

Powerpoint Deck

The course is designed to give you everything you need for use in the classroom or workshop. This includes the PowerPoint versions of all the courses, prepared for you in advanced.


Quick Reference Guide

Quick Reference Guides are a favourite tool for learners/trainers to provide to their learners. Each Quest Reference Guide summarizes the most important elements in each course title down to two pages.