Managing the Customer Service Team
Lead, motivate and develop your customer service teams to deliver consistent, high-quality client experiences — even in the most demanding situations.
What this program changes for your business
better-qualified opportunities
higher conversion rates
shorter sales cycles
AI-powered practice
Unlimited rehearsal on Skeells, instant feedback, realistic simulations tailored to your cases.
Field anchoring
Integrated managerial coaching, transfer to real customer meetings, progress tracking.
Sustainable practice
3-month Skeells access post-workshop to embed reflexes and measure skill growth.
Not a theoretical training. A rehearsal for real customer meetings.
- Filmed and debriefed role-plays
- AI simulations on your own scenarios
- Real cases brought by participants
- Individual action plans actionable on day one
Context
Customer service teams face elevated client expectations and must handle unpredictable situations — breakdowns, delivery damage, lost shipments — on a daily basis. Whether technical, logistics or administrative, these teams are on the front line. Their manager must be able to lead, support and develop them to maintain service excellence under pressure.
Objective
Who is it for?
- Customer service managers
- After-sales service (SAV) managers
- Technical support team leaders
- Service operations managers
Program Outline
Understanding customer service management
- The specificities of managing a client-facing service team
- Identifying the unique challenges of service management
- Balancing preventive and curative service strategies
Structuring service excellence
- Implementing complaint handling models and frameworks
- Choosing pertinent and simple service performance indicators
- Creating and projecting a strong client culture
Developing your team
- Recruiting the right profiles for customer service roles
- Observing and debriefing service interactions
- Coaching team members to improve client interactions
Managing the client journey
- Bringing client journey maps to life operationally
- Identifying and eliminating service friction points
- Building a culture of continuous service improvement
Training Format
- 2-day workshop (14 hours)
- In-person or virtual delivery
- Maximum 12 participants per session
- Methods, model sheets, self-assessment, real cases and debriefing
- Post-training access to Skeells platform for 3 months
Powered by Skeells
Learning continues with AI-powered practice
Interactive Podcasts
Podcasts on service team leadership, complaint culture, KPI design and building client-centric organisations.
AI Role-Play Practice
AI simulations of management scenarios — practice coaching service agents, handling escalations and leading team debriefs after critical incidents.
This program is part of the Qwantiq sales transformation approach — combining expert sales training, managerial coaching and AI-powered learning through the Skeells platform.
Sales Programs
Explore all sales training programs
Management Programs
Sales coaching & leadership
Our Method
Sales enablement approach
Skeells AI Platform
AI-powered sales skills development
White Paper
The Great Comeback of Sales Coaching
To learn more about our vision of modern sales coaching, read our white paper: The Great Comeback of Sales Coaching.
Interested in this program?
Let's discuss how to adapt it to your team's needs.