Service quality has become one of the clearest ways organisations differentiate themselves, whether they sell mobile data, insurance policies, hotel rooms or public services. Yet many service functions are still managed by instinct: targets focus on call volumes rather than resolution, complaints are handled case by case, and customer feedback sits in reports that nobody acts on. Effective management turns service into a measured, planned and continuously improving operation.

The Management of Customer Service & Experience Training Course covers the full scope of the service manager's role. It opens with service strategy, customer segmentation and the design of service standards, then moves to journey mapping and voice of the customer programmes. Participants learn to select and interpret key metrics, plan staffing across channels, run quality assurance and coach front-line staff. The final days address complaints management and service recovery, technology and omnichannel operations, and how to build a culture and governance structure that sustains improvement.

Each session pairs a management concept with a practical tool. Participants analyse sample contact centre data, build a staffing forecast, score recorded interactions against a quality form and design a service dashboard, finishing with an improvement plan for their own team.

After the five days, participants should be able to:

• Develop a customer service strategy and service standards aligned with organisational goals and customer segments.
• Map customer journeys and pinpoint moments of truth and pain points across channels.
• Select, measure and interpret service KPIs including NPS, CSAT, customer effort score and first contact resolution.
• Forecast workload and plan staffing for contact centres and service desks.
• Implement a quality assurance and coaching programme for front-line staff.
• Manage complaints and service recovery in line with ISO 10002 principles.
• Evaluate CRM and omnichannel tools that support consistent service delivery.
• Lead a service culture through recognition, communication and accountability.

The programme is aimed at those who manage, or are moving into managing, customer-facing operations, including:

• Customer service managers and heads of customer experience
• Contact centre and call centre managers and team leaders
• Branch, front office and reception managers
• Client relationship and account management leads
• Quality assurance and training officers in service teams
• Complaints and customer advocacy officers
• Service delivery managers in banks, telecoms, insurers and utilities
• Guest relations and front desk managers in hospitality
• Citizen service centre managers in the public sector

Each participant goes home with:

• A customer journey map for one key service process, with pain points prioritised.
• A service standards charter covering response times, tone and resolution commitments.
• A balanced service KPI scorecard and dashboard layout.
• A staffing forecast for a contact channel using Erlang C or a workload model.
• A call and chat quality monitoring form with a coaching guide.
• A complaints handling procedure and service recovery script.
• A prioritised action plan for raising service performance in their own team over the next quarter.

Sessions move between management concepts and the tools service leaders use every day:

• Analysis of sample contact centre and survey datasets in Excel
• Journey mapping and service blueprint workshops
• Calibration exercises scoring recorded calls and chat transcripts
• Role plays on coaching conversations and escalated complaints
• Demonstrations of CRM and ticketing dashboards
• Peer review of each participant's improvement plan

Participants who complete all five days, including the journey mapping, staffing and quality exercises, earn a CPD-accredited Certificate of Completion issued by Vision Reach Global Consultancy.

It states the course name, dates and whether attendance was in the classroom, online or in-house, and supports continuing professional development records.