The Customer Service Management course is designed for leaders who oversee employees that regularly interact with customers. This training helps managers set the direction for their service team, provide meaningful feedback, and build the confidence needed to guide agents to stronger performance. Through practical strategies and leadership-focused modules, learners discover how to shape service expectations, inspire their teams, and resolve performance challenges effectively.

The course explores how consistent coaching, clear communication, and thoughtful support help employees succeed. Managers learn how to motivate their teams, reinforce customer-focused behaviours, and create an environment where agents feel empowered to deliver great service. Strengthening these skills leads to improved team morale, happier customers, and measurable improvements in results.

By the end of the course, participants will be able to determine the actions required to support the organization’s service strategy, motivate customer service teams, deliver constructive feedback, and coach agents toward ongoing growth.

Customer service management focuses on guiding team members to deliver reliable, positive customer experiences. Understanding how to motivate employees, provide structured coaching, and collect meaningful customer insights helps leaders create service environments where both staff and customers thrive. This course equips learners with the core principles needed to support strong performance and improve service quality across their team.

Shaping the Direction of Customer Service

• Identify the elements of an effective customer service strategy
• Learn how leadership decisions influence team performance
• Understand how to align your team with organizational goals

Inspiring and Motivating Customer Service Agents

• Explore ways to build engagement and morale
• Use motivation techniques to support positive work habits
• Encourage ownership, accountability, and confidence

Giving Feedback to Your Customer Service Agents

• Deliver balanced, helpful feedback that supports improvement
• Recognize progress and address performance gaps
• Develop communication techniques that build trust

Customer Service Coaching

• Learn how to coach employees through real-world scenarios
• Apply structured coaching models to guide development
• Support agents as they build new skills over time

Customer Service Quality

• Understand what quality service looks like in daily interactions
• Identify key service expectations and standards
• Reinforce behaviours that improve the customer experience

Customer Feedback and Insight

• Collect meaningful customer input to guide improvements
• Learn how feedback trends support strategic decisions
• Identify ways your team can adjust based on real customer needs

Onboarding New Customer Service Agents

• Support new hires through their first weeks on the job
• Establish clear expectations and training routines
• Build a smooth, confident start for new team members

Managing Remote Customer Service Teams

• Understand the challenges of remote team environments
• Learn communication and support strategies for off-site employees
• Maintain accountability and consistency across distributed teams

This online Customer Service Management training takes approximately 80 minutes to complete. Learners may start, pause, and resume the course at any time.

A minimum score of 80% is required to successfully complete the course. Participants have up to three attempts to achieve a passing grade. Short knowledge checks throughout the modules help reinforce learning and ensure understanding.

Upon successful completion, learners can download and print a digital certificate. This document verifies their understanding of customer service leadership, coaching practices, and performance management principles.