Training on Customer Service Leadership Skills
Master customer service leadership skills. Learn to inspire your team, drive customer satisfaction, and build a culture of excellence.
Next intake
20 Jul 2026 · Nakuru
Duration
5 days
Live instruction
Delivery
Physical + Virtual
Cohort based
Level
Foundation
Working professionals
Certification
NITA reimbursable
For Kenyan cohorts
Language
English
All materials
About this programme
In today's fast-paced business environment, delivering exceptional customer service is essential for organizational success. This course aims to build strong leadership capabilities, foster a customer-centric culture, and enhance problem-solving and communication skills within teams. Participants will learn how to effectively manage and motivate teams, handle challenging customer situations, and drive customer loyalty through proactive leadership.
Duration
5 Days
Who Should Attend?
- Customer Service Managers
- Team Leaders and Supervisors
- Aspiring Customer Service Professionals
- Business Owner
- HR Managers
What you'll walk away with
By the end of this course, participants will:
- Understand the fundamentals of customer service leadership and how it impacts organizational success.
- Develop skills to lead and inspire customer service teams to exceed performance goals.
- Learn effective communication techniques to build rapport with customers and resolve conflicts.
- Understand how to handle customer feedback and use it to drive continuous improvement.
- Foster a customer-centric culture within the team and organization.
- Gain problem-solving skills to address and resolve escalated customer service challenges.
- Learn techniques for coaching and mentoring team members for personal and professional growth.
- Utilize key performance indicators (KPIs) to assess team performance and customer satisfaction.
What we cover, module by module
Module 1: The Foundations of Customer Service Leadership
- Introduction to Customer Service Leadership
- The role of a customer service leader
- Building a customer-centric mindset in teams
- Emotional intelligence in customer service leadership
- Case Study: Turning around an underperforming customer service department into a high-performing team
- Practical: Develop a leadership action plan to improve customer service culture in an organization
Module 2: Effective Communication and Conflict Resolution
- Mastering verbal and non-verbal communication skills
- Active listening and empathy in customer interactions
- Conflict management: handling difficult customers and situations
- Giving and receiving feedback from customers and team members
- Role-playing exercise: real-world customer scenarios
- Case Study: Resolving high-volume customer complaints in a service crisis
- Practical: Simulate customer conflict situations and apply resolution techniques
Module 3: Team Motivation and Performance Management
- Motivating and engaging customer service teams
- Goal setting for team and individual performance
- Coaching and mentoring for continuous improvement
- Leadership styles and their impact on team dynamics
- Case Study: Building a consistently high-performing customer support team
- Practical: Design a performance improvement and motivation plan for a team
Module 4: Customer Feedback and Continuous Improvement
- The importance of customer feedback in leadership
- Techniques for collecting and analyzing feedback
- Using feedback to improve processes and services
- Continuous improvement in customer service operations
- Case Study: Using customer feedback to redesign service delivery processes
- Practical: Create a feedback collection and improvement action plan
Module 5: Driving Customer Loyalty and Long-Term Success
- Building customer relationships that last
- Developing strategies for customer retention and loyalty
- KPIs for customer service teams: measuring success
- Leading change and innovation in customer service
- Final project presentation: leadership plan for a customer service team
- Case Study: How customer loyalty programs improved long-term revenue and retention
- Practical: Develop a complete customer loyalty and retention strategy plan
Where the change lands
Organizational Impact
-
Development of a strong customer-focused leadership culture
-
Increased customer loyalty and satisfaction
-
Improved team performance and service consistency
-
Enhanced brand reputation through superior customer service delivery
-
Reduced conflict and improved handling of customer complaints
Individual Impact
-
Strengthened leadership and communication skills
-
Improved ability to manage and motivate service teams
-
Enhanced problem-solving and conflict resolution abilities
-
Greater confidence in handling demanding customer situations
-
Recognition as a customer service leader within the organization
Dates and locations
Upcoming intakes
Every intake is limited to a small cohort. Booking closes when a date fills or three weeks before the start, whichever comes first.
| City | Starts | Ends | Delivery | Book |
|---|---|---|---|---|
NakuruNext | 20 Jul 2026 | 24 Jul 2026 | In-Person | Book |
Kigali | 20 Jul 2026 | 24 Jul 2026 | In-Person | Book |
Accra | 20 Jul 2026 | 24 Jul 2026 | In-Person | Book |
Kisumu | 27 Jul 2026 | 31 Jul 2026 | In-Person | Book |
Johannesburg | 27 Jul 2026 | 31 Jul 2026 | In-Person | Book |
Dakar | 27 Jul 2026 | 31 Jul 2026 | In-Person | Book |
- NakuruNext
20 Jul → 24 Jul·In-Person
Book this intake - Kigali
20 Jul → 24 Jul·In-Person
Book this intake - Accra
20 Jul → 24 Jul·In-Person
Book this intake - Kisumu
27 Jul → 31 Jul·In-Person
Book this intake - Johannesburg
27 Jul → 31 Jul·In-Person
Book this intake - Dakar
27 Jul → 31 Jul·In-Person
Book this intake
Common questions.
Still not sure? Send us a note and a facilitator will get back to you within a business day.
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Course finder
Find the right course for you
Prefer to talk it through? Send us an enquiry and a facilitator will scope a fit within a business day.
For corporate teams
Training 10+ professionals?
We deliver Training on Customer Service Leadership Skills in-house at your offices, at a venue we arrange, or fully virtual. Customise the curriculum against your KPIs, and get a bespoke price for the cohort size you need.