About this course

This course workshop will help you lead your customer service teams to success.

Who should attend?

Managers of service delivery teams.


  • Establish better-motivated, happier customer service teams
  • Learn from other high-performing managers and organisations
  • Learn how data can be used effectively to improve services

Learning Objectives

  • Understand how to build a culture of service excellence
  • Learn to manage the customer experience by focusing on customers’ emotions
  • Evaluate service performance and improve it

Course Outline


  • Building a culture of service excellence
  • Creating a customer-focused culture using the 6Ds
  • Defining service vision

Managing the customer experience

  • Managing customer emotions
  • Establishing your emotional signature
  • Creating a customer-centric company

Managing the service team

  • Finding the best staff
  • Developing engaged and empowered employees

Evaluating service performance

  • Measuring types of service performance and their benefits
  • Understanding performance measures
  • Using data to improve services