Institute of Customer Service (ICS) ServiceManagement™
ICS ServiceManagement™
This is an activity-based improvement course for managers, supervisors and team leaders who want to manage their customer service teams effectively and proactively – through motivating and inspiring people. The course focuses on exceeding customer expectations by placing them at the heart of everything the team does.
ServiceManagement™ is the second course within the ICS ServiceFocus™ suite of training modules and helps participants to:
- Understand how important it is to set organisational, team and individual objectives to deliver excellent customer service
- Create a customer-focused culture within a team
- Organise a team so they can deliver the most reliable customer service
- Use the most effective communication methods
- Lead a team to improving their customer service
- Understand how to motivate, empower and inspire a team to exceed customer expectations
Participants receive a course guide which contains activities, information and exercises that will be useful during and after the course.
The course is delivered over about 30 hours split across five half-day modules (two can be held on one day). There is also a work-based assignment to be carried out between modules four and five to see how the new skills can be used.
The modules covered are:
1 Setting the team’s objectives
2 Communicating
3 Creating a customer-focused culture
4 Organising a team to deliver reliable customer service
5 Putting it all together: the assignment
When they complete the course, the participants receive:
- An Institute of Customer Service Foundation certificate
- One year’s free professional membership of ICS at Foundation level
Click here to print pdf version of ICS ServiceManagement™
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