Catalyst HRD Ltd
Catalyst HRD Ltd
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Leading the Customer Services Team
2 Day Course
Course Objectives:

To enable individuals to: £1300 per day for up to 8 delegates

  • establish themselves as effective leaders
    in customer service departments
  • ensure their teams are focused on providing
    superior service
  • inspire and motivate their teams use clear, decisive direction
  • coach and develop individuals
  • communicate positively
  • turn around problem behaviour and poor performance
  • build stronger more customer focused teams
Course details:
  • Effective team leadership

  • the importance of team leadership
    credibility, confidence and authority
    developing the skills needed to:
    - ensure the team work together
    - manage, develop and coach individuals
    co-ordinate, involve and motivate
    understanding the effect of behaviour on:
    - yourself
    - colleagues
    - managers
    - your organisation

  • Motivate your team

  • inspiring, motivating and enthusing others
    recognising what motivates and de-motivates
    how leadership style effects performance
    increasing enthusiasm and commitment

  • Clear, decisive direction

  • moving from staff member to team leader
    'doing the work' versus 'getting things done'
    prioritising work
    focusing effort on business objectives
    analysing, prioritising and planning:
    - goals and objectives
    - performance standards
    - training plans
    - action plans

  • Positive communication

  • your team's perception of you
    listening skills
    questioning, clarifying and understanding
    sharing information, advice and ideas
    seeking and giving feedback
    a 4-step model for giving feedback

  • Coaching and developing team members

  • letting staff know what is expected of them
    ensuring teams have got the required skills
    conducting effective one to one training
    identifying development needs
    coaching staff and supporting their ideas
    monitoring progress and performance
    encouraging personal responsibility for development

  • Problem behaviour and poor performance

  • monitoring the quality and quantity of work
    addressing poor performance promptly
    taking responsibility for team mistakes
    evaluating job performance sensitively
    giving feedback to someone who:
    - is rude or aggressive
    - makes mistakes or under performs
    - resents the fact you were promoted
    - is late for work
    - agrees to do something but then does not
    - brings personal problems into work
    - doesn't like change

  • Conducting motivational feedback meetings

  • creating a supportive environment
    giving positive feedback to all the team
    encouraging staff to feel good about work
    building trust and confidence in new staff
    gaining commitment from long-term staff
    developing staff and job satisfaction
    achieving team and business objectives

  • Building strong teams

  • using the stages of team development
    using differences to improve performance
    building 'esprit de corps'
    Tailoring the Course Content:

    Catalyst will endeavour, with your help and approval, to tailor the course content as much as possible. We can do this by:

    • Incorporating your organisation's documentation
    • Referring to your organisation's policies, guides and procedures
    • Agreeing pre-course and post-course work
    • Tailoring exercises and the course manual to suit your requirements


    For further details on how Catalyst can tailor your course see Tailored Courses.


    The emphasis of the course is on the practical skills required of managers and how they can be used to motivate staff and maximise performance. The trainers who facilitate this course have extensive managerial experience and are keen to give pragmatic advice.

    Who should attend?:

    This course is intended for any team leader who has been promoted to this position or has held this post for a while but wants to improve their managerial skills, knowledge or ability.





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