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The Service Management Programme 

What you will gain from this course

This programme will help managers and team leaders involve their teams in decision making, planning and improving. Moving beyond traditional management styles, where staff are rarely empowered to take the initiative and this programme shows you how to engage, motivate and empower your team.

Who should take this course?

The Service Excellence Programme for Customer Service Managers is a self-paced online programme for all managers and team leaders with responsibility for delivering excellent standards of service. You can benefit, whether you are new to management, or are already an experienced manager.

Today's customers expect to deal with genuine professionals representing organisations that are capable of meeting and exceeding their expectations.

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Learning Content

Learning Content

The course is delivered in nine straightforward learning modules. Each one has activities and assessments to check your understanding. You will maintain a team action plan, enabling you to translate your learning into real, work-based improvements.


1 Manager and customer service excellence.
2  Setting and communicating objectives.
3  Putting the customer first.
4  Getting the right people and resources.
5  Creating a customer-focused culture.
6  Dealing with difficult situations.
7  Making it happen.
8  Embedding innovation in your team.
9  Continuous professional development.

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Benefits for Managers and Team Leaders

  • Empower your team to exceed customers' expectations.

  • Any time, any place learning - you just need access to the Internet.

  • Acquire the knowledge and skills to become a customer service professional.

  • Apply your learning to improve relationships with your team.

  • Straightforward multiple-choice assessment for each module.



Benefits for businesses


  • Build a customer-focused culture in your teams.

  • Empower managers and team leaders to implement the customer service strategy.

  • Spread consistent messages about service standards.

  • Improve customer loyalty and employee performance.

  • Interactive and motivational learning.

  • Reduce training and development costs.

  • Lead and innovate through outstanding customer service.

  • Improve customer loyalty and employee performance.

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Key Features

Key Features


  • Ideal for new or experienced managers and team leaders.

  • Work-based activities and case studies making learning totally relevant to your management role.

  • Delivered online for use on all devices

  • Innovative ideas on how to deliver excellence 

  • Plenty of practical work-related activities

  • Self-assessments and knowledge checks

  • Clear definitions of customer service terms

  • Mapped to  National Occupational Standards