Building & Leading a High-Performing Customer Service Team

This training focuses on equipping customer service leaders with the skills and strategies to build, develop, and manage a strong customer service team. It covers key aspects such as hiring the right talent, fostering a customer-centric culture, coaching for performance, and implementing effective team motivation and engagement techniques. Leaders will also learn how to set clear service expectations, measure success through key performance indicators (KPIs), and handle team challenges to ensure a consistently excellent customer experience.

Learning Objectives

1. Develop a Customer-Centric Team Culture – Learn how to establish and foster a team environment that prioritizes customer satisfaction, engagement, and continuous improvement.
2. Enhance Leadership & Coaching Skills – Master techniques for effectively mentoring, motivating, and developing customer service team members to improve performance and job satisfaction.
3. Implement Performance Metrics & Continuous Improvement – Understand key customer service KPIs, feedback mechanisms, and training strategies to measure success and drive ongoing team growth.

Target Audiences

• Junior to senior customer executives
• Customer Service Manager, Team Leaders

Duration

2 Days