The Art of Service Learning Centre

This Customer Service Expert Level Certification course builds on the knowledge and understanding of the essential skills and qualities required by Customer Service supervisors and managers.

More than six out of ten people employed in customer-facing sales and service roles say that their manager’s behavior towards them affects the level of customer service they deliver. The behavior of line management has a direct impact on the quality of service and brand experience that is extended to customers.

Over three out of ten claim that the relationship with their manager ‘always’ impacted upon the customer experience they deliver.
The relationship between managers and their teams is so bad that one in ten customer-facing workers consider it to be the biggest threat to their job security – as big a worry as the possibility of their jobs being outsourced.

There's a host of indications that line managers are not fulfilling their responsibilities towards their teams. In short, managers are not managing.
The extent to which managers are reneging on their responsibilities is illustrated by the fact that four out of ten managers communicate with their teams for just 30 minutes or less in an average day. Just over half of managers were found to converse with their teams for an hour a day or less.

It is time for a change. This course gives practical, concise help for delivering exceptional customer service.