Customer Service Management (1 day recommended)

Effective customer service starts by first planning the service  - understanding the seven key ingredients to effective customer care will help shape the service you consequently develop.  This will include customer focused processes and procedures to reduce the “frustration” levels of customers and developing customer friendly policies.

Once the service is established, managers must monitor performance levels against pre-defined indicators and evaluate feedback to identify areas for improvement.  Complaints handling protocols and procedures must be also developed including escalation procedures.

Leadership skills also play a big part; ensuring staff interact well with customers affording them the dignity and respect each customer deserves.

Who Should Attend?

This course is suitable for all managers who wish to ensure their organisation delivers excellence in customer service.

Course Content

  • Defining customer needs and expectations – how and why?
  • Customer perceptions –v- reality
  • Customer service values & goals
  • Procedure and policy development
  • Efficiency and its impact on customer experience
  • Establishing monitoring and control processes


  • Evaluating feedback and performance indicators
  • Complaints escalation procedures & management
  • Review of key Legislation Governing Customer Service before leading customer service
  • Leading customer service delivery


An initial 1hr consultation, to discuss training requirements, is free of charge, with no obligation to book. If your organisation is based within the greater Belfast area this can take place at your premises, otherwise the consultation will be by telephone.

Training Inquiries

To book any of our courses, please contact us on:
T: +44 (0) 28 9072 6050
F: +44 (0) 28 9072 6060

Our Promises To You

  • We will only use very experienced and highly trained consultants who will deliver results and add value to your project.
  • Put 100% commitment and effort into every project regardless of size and value of the contract
  • Provide a value for money, quality service.