Managing the Customer Service Team

How effectively the frontline staff works with its customers is very dependent on management. To that end, this program accomplishes two goals for the management team: First, to reinforce their value as management and their critically important role in managing their teams, working with customers and meeting organizational objectives. Second, to demonstrate, coach and motivate their frontline teams to deliver courteous and effective customer service.


  • Their organization’s Customer Service process and understanding its challenges for the frontline, sales and management;

  • The Comfort Zone and its impact on attitudes, communication skills and accountability;

  • Awareness of how they react to others in professional and personal situations, and its impact on morale and performance;

  • Their current coaching capabilities.


Become more skilled at:

  • Understanding of personal, employee and customer behaviors;

  • Applying a common language reinforcing good communication practices;

  • Coaching 10 skills and behaviors customer service representatives need to apply and avoid in customer service situations;

  • Practicing and applying tools to manage, coach and maintain Customer Service Excellence.