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:

• 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.
• Coach frontline staff using structured models, call reviews and observed interactions.
• Plan staffing and schedules that balance service levels, cost and employee wellbeing.
• Lead service recovery and complaint resolution in line with ISO 10002 principles.
• Address underperformance fairly while recognising and rewarding excellent service.
• Build a customer-centred team culture that sustains performance gains.

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
• Managers of public service delivery and citizen service centres

Each participant goes back to work with:

• A service standards charter for their team, covering each channel it uses.
• A one-page service scorecard balancing customer, efficiency and people measures.
• A coaching conversation guide and an interaction review template.
• A staffing and scheduling approach based on demand patterns and service level targets.
• A complaint escalation and recovery protocol their team can apply straight away.
• A recognition plan that rewards the behaviours customers notice.
• A 90-day team performance improvement plan with milestones and owners.

Learning is built around the real responsibilities of service leaders, combining:

• Scenario-based discussions drawn from contact centres, branches and front offices
• KPI dashboard interpretation exercises using sample service data
• Coaching practice in pairs and trios with structured observer feedback
• A service failure simulation with live decisions and a debrief
• Peer exchange on staffing, motivation and performance challenges
• Individual work on a 90-day team performance plan

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.