Training on Leading Customer Service Teams
A practical training course for service managers and supervisors to build high-performing customer service teams and improve customer satisfaction.
Next intake
20 Jul 2026 · Nakuru
Duration
5 days
Live instruction
Delivery
Physical + Virtual
Cohort based
Level
Intermediate
Working professionals
Certification
NITA reimbursable
For Kenyan cohorts
Language
English
All materials
About this programme
This five-day course is designed to equip managers, supervisors, and team leaders with the skills and strategies needed to lead high-performing customer service teams. Participants will learn how to foster a service excellence mindset, inspire and engage team members, and drive customer satisfaction through effective leadership.
The course blends leadership principles, customer service best practices, and practical tools for coaching, performance management, and team motivation in today’s dynamic service environment.
Duration
5 Days
Who Should Attend
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Customer service managers and supervisors
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Team leaders overseeing service or support functions
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Professionals transitioning into a leadership role within customer service
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HR and training professionals responsible for developing service leaders
What you'll walk away with
By the end of this training, participants will be able to:
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Apply leadership strategies tailored for customer service environments
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Motivate, coach, and empower team members to deliver excellent service
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Handle performance management and conflict resolution effectively
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Foster collaboration and communication within and across teams
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Align team goals with organizational service standards and customer expectations
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Drive continuous improvement in customer service delivery
What we cover, module by module
Module 1: Foundations of Customer Service Leadership
- Understanding the role and responsibilities of a customer service leader
- Transitioning from individual contributor to team leader
- Leadership styles and their influence on service culture and team performance
- Case Study: Leadership approaches that improved customer service outcomes
- Practical: Assess personal leadership style and its impact on service delivery
Module 2: Building and Leading High Performing Service Teams
- Team dynamics, motivation, and engagement in customer service environments
- Setting clear goals, expectations, and performance standards
- Building collaboration, accountability, and trust within teams
- Case Study: Managing and transforming underperforming service teams
- Practical: Develop a team performance and motivation plan
Module 3: Coaching, Feedback, and Performance Management
- Coaching techniques for improving service excellence
- Delivering constructive feedback, recognition, and support
- Managing underperformance and challenging workplace behaviors
- Case Study: Coaching strategies that improved service quality and employee engagement
- Practical: Conduct a coaching and feedback role play session
Module 4: Communication, Emotional Intelligence, and Conflict Resolution
- Effective communication strategies for service leaders
- Managing conflict within customer service teams
- Applying emotional intelligence, empathy, and active listening in leadership
- Case Study: Resolving workplace conflict in high pressure service environments
- Practical: Conflict resolution and communication simulation exercises
Module 5: Driving Service Excellence and Continuous Improvement
- Embedding a customer first culture within teams and organizations
- Measuring, monitoring, and improving service performance
- Developing strategies for continuous improvement and long term service excellence
- Case Study: Organizations that achieved sustainable customer service excellence
- Practical: Develop a customer service improvement action plan for participants’ organizations
Where the change lands
Organizational Impact
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Improved customer satisfaction and loyalty through consistent service excellence
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Stronger team performance and employee engagement
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Reduced staff turnover by fostering a motivated and empowered workforce
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Increased efficiency and alignment with organizational service standards
Personal Impact
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Enhanced leadership and coaching skills
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Greater confidence in managing diverse and dynamic teams
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Practical tools for improving team performance and morale
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A clear roadmap for professional growth in service leadership
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 Leading Customer Service Teams 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.