Customers judge an organisation by its weakest interaction, and the quality of that interaction is shaped by the people who lead service teams. Supervisors who rely on targets alone tend to get rushed calls, defensive complaint handling and staff turnover that drains experience from the front line. Five days equip service leaders to raise performance through people. You translate customer promises into service standards and choose a balanced set of measures, such as Net Promoter Score, CSAT, Customer Effort Score, first contact resolution and average handling time, then use them to coach rather than police.
Sessions cover the service-profit chain, leadership styles for frontline teams, interaction quality monitoring, coaching with the GROW model, workforce planning, recognition, underperformance and leading through service failure and recovery, with ISO 10002 complaint handling principles as a reference. Customer service and contact centre managers, branch heads, team leaders and CX leads in banking, telecoms, utilities, hospitality, healthcare and public service delivery will benefit. Afterwards you can hold performance conversations that change behaviour and present a service scorecard to senior management. Delivery is classroom, online or in-house, with a CPD-accredited certificate.
Customer expectations have been reshaped by mobile apps, instant messaging and real-time payments, and people now compare every provider with the best experience they have had anywhere. Organisations respond with new channels and technology, but results still depend on how well frontline teams are led. Service leaders must hit efficiency targets while keeping staff motivated, empowered and focused on solving problems rather than closing tickets.
The Leadership and Performance in Customer Service & Experience Training Course concentrates on the leadership side of service delivery. It opens with the link between employee engagement, service quality and customer loyalty, then moves through setting standards, building a measurement framework, coaching and quality assurance, managing capacity and workload, and handling complaints and recovery. The final day turns to culture: how leaders model customer-first behaviour, recognise good service and hold teams accountable without creating fear.
Participants learn through realistic service scenarios, KPI dashboards and coaching practice with structured feedback. Each delegate builds a team performance plan and a scorecard tailored to their own unit, ready to put in front of their manager on return to work.
By the close of the five days, service leaders will be able to:
Each participant goes back to work with:
Learning is built around the real responsibilities of service leaders, combining:
Day 1: Leading Service as a Driver of Business Performance
Day 2: Service Standards and Performance Measures
Day 3: Coaching and Quality Assurance
Day 4: Workforce, Workload and Service Recovery
Day 5: Culture, Accountability and Sustained Performance
It is intended for leaders responsible for service teams and customer outcomes, including:
On completion, participants who have attended every session and taken part in the coaching practice and simulation receive a CPD-accredited Certificate of Completion issued by Vision Reach Global Consultancy.
Alongside the certificate, delegates keep their service scorecard and team performance plan, which can support appraisal discussions and continuing professional development logs.
Upcoming cohorts
CPD-Accredited
Official invoice & confirmation letter provided
Team discount for 3+ seats
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Everything you need to know about this course before you register.
By the end of the Leadership and Performance in Customer Service & Experience programme, you'll be able to explain how employee engagement, service quality and customer loyalty connect through the service-profit chain, translate customer promises into measurable service standards for each channel, select and interpret experience metrics including nps, csat, customer effort score and first contact resolution, and coach frontline staff using structured models, call reviews and observed interactions. The full breakdown of topics is covered session by session in the Course Outline tab above.
It is intended for leaders responsible for service teams and customer outcomes, including: Customer service and customer experience managers, Contact centre managers, supervisors and team leaders, Branch and retail outlet managers, Heads of operations responsible for service delivery, Quality assurance and service excellence leads, Client relationship and key account managers, Patient experience and front office managers in healthcare and hospitality, and Managers of public service delivery and citizen service centres.
Leadership and Performance in Customer Service & Experience Training Course typically runs as 5 Days. It's available as in-person classroom, live virtual, and in-house corporate training — every course can also be delivered on-site for your team on dates that suit you.
Leadership and Performance in Customer Service & Experience Training Course is scheduled in-classroom in Nairobi, Kenya, Mombasa, Kenya, Naivasha, Kenya, and Kisumu, Kenya, and 14 other locations, plus a live interactive virtual classroom you can join from anywhere. Check the schedule panel above for exact upcoming dates and fees in each location.
The next live virtual cohort of Leadership and Performance in Customer Service & Experience starts October 26, 2026, with new classroom cohorts also running on a rolling basis. Pick a date and location in the schedule panel above, then click "Register for the Course" — it takes a few minutes and your seat is confirmed once payment or a signed purchase order is received.
Yes — delegates who meet the attendance requirement receive a Certificate of Completion for Leadership and Performance in Customer Service & Experience Training Course from Vision Reach Global Consultancy, issued in the name you register with, so double-check the spelling at checkout.
Leadership and Performance in Customer Service & Experience Training Course is pitched at advanced professionals. If you're unsure whether it's the right fit for your current role or background, message our training advisors before you register and they'll help you confirm.
Fees for Leadership and Performance in Customer Service & Experience Training Course vary by delivery location and format and are shown in real time in the schedule panel above once you pick a date. Register 3 or more delegates on the same course together and a 5% team discount is applied automatically — larger cohorts can request a custom corporate quote.
Yes — Leadership and Performance in Customer Service & Experience Training Course can be delivered on-site at your offices (or virtually for distributed teams), with case studies and examples tailored to your industry and the specific challenges your team is working through. Switch to the "In-House" tab in the schedule panel above to request a proposal.
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