What you will study
- Building and sustaining a service culture
- Setting standards, targets and service level agreements
- Coaching, feedback and difficult conversations
- Managing underperformance and recognition
- Rostering, workload and capacity planning
- Leading service teams through change
What you will be able to do
- Run a coaching conversation that changes behaviour
- Set and enforce service standards across a team
- Plan capacity against forecast demand
Assessment & certification
Participants are assessed against the programme standard rather than on attendance. Successful candidates receive a dated, verifiable KCSS certificate, and are eligible for our continuing professional development clinics and the annual service practitioners’ conference.
Who this is for
This programme is pitched at advanced level. It suits people working in or moving into customer-facing roles across banking, telecoms, hospitality, health, retail, education and the public sector. It is also available as a closed in-house programme for organisations training eight or more people.
Programme details
- Duration5 days
- DeliveryIntensive classroom or in-house
- LevelAdvanced
- AwardKCSS certificate on successful assessment
- LocationDabino House, 1A Yakubu Gowon Way, Kaduna, or live-online
Fees and the next available start date are confirmed on enquiry. Call 0806 974 9874 or send us a message.
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Ready to enrol in Service Leadership & Team Supervision?
Speak to our admissions team about the next start date, fees and the stream that fits your week.
Speak to admissions