Customer Service Management

Customer Service Management Training

Good customer service management begins with a plan that addresses customers’ needs and expectations. In addition, all processes and procedures should be as efficient and customer friendly as possible. Above all, it is important to monitor performance and evaluate feedback to identify any potential areas for improvement. Therefore, a dedicated customer complaints procedure should be established early on. Strong leadership skills are needed to ensure that staff treat customers with dignity and respect. For Customer Service Management Training in Northern Ireland look no further than this course delivered by the experts at Elite Training.

Delivery Mechanisms: Lecturing/Group Discussion/Case Studies/Practical Exercises

(Half or Full day depending on requirements)

Course Content

  • Customer Service Management Legislation
  • Defining customer needs & expectations
  • Customer Perceptions v. Reality
  • Customer Service Management values & goals
  • Commitments to customers, POS contracts, SLAs, Warranties, Product Guarantees, Customer Charters
  • Customer Service Standards, Policies & Procedures
  • Efficiency’s impact on customer experience
  • Monitor & Control processes
  • Performance Indicators & evaluating feedback
  • Complaints Escalation: procedures & management
  • Leading Customer Service delivery
  • Course Summary

Contact Us

Contact the team at Elite Training for Customer Service Management Training in Northern Ireland today by calling us on +44 28 9024 2622 or by emailing

“We are delighted at the impact of the recent customer service training delivered by Margaret to the customer services team at Co-Ownership. Margaret took time to build customer scenarios that were relevant to our business and used these to build understanding. Her approach builds trust with those who attend but equally challenges their thinking and mindsets. It is as relevant for someone with 20 years experience as it is for someone just starting out. Thank you Margaret!”

Glynis Hobson

Director of Customer Service, Co-Ownership Housing

Customer Service Management training course

Got a Question?

Call us now: +44 28 9024 2622

Enquire Now

Upcoming Courses

Training Formats:

Online tutor-led classes
Private closed courses
Public courses
Customised courses

Make an Enquiry