A 30 hour, interactive course, to develop team leaders and managers who need to manage customer service effectively and proactively, through their team. ServiceManagement focuses on creating a customer-focused culture and how to engage, develop and manage a team of customer service professionals.Institute of Customer Service


  • Work based assignments include a team review against course learning to develop appropriate service improvement plans for implementing within the organisation
  • Content based on latest customer service research and practice
  • Delivery is quality assured to national standards reviewed by the Institute
  • On-site training; flexible delivery times
  • Course delivery can be customised to meet your employers’ needs
  • Certification by the Institute of Customer Service


  • Develops customer-focused behaviours, skills and competence based on best practice
  • Motivates individuals and teams to understand and exceed customers’ expectations
  • Independent recognition of individuals’ professionalism
  • Increased confidence and job satisfaction
  • Keeps organisations and individuals at the cutting edge of customer service professionalism
  • Helps build and develop consistent customer service culture across the organisation 

Course structure

ServiceManagement is a 30 hour programme delivered through group training. The programme is divided into four modules. Participants will complete a work–based assignment that will take approximately 12 hours to complete.

The four modules

  1. The strategy and culture of service excellence
  2. The elements of service excellence
  3. Leading and managing service excellence part 1 – creating and sustaining a customer focused environment
  4. Leading and managing service excellence part 2 – creating and sustaining a customer focused team