Customer Service Management and Supervision

Many customer service teams are led by people who were promoted because they were good agents. They are then expected to plan rotas, monitor quality, coach staff, manage difficult customers and report performance, often with little preparation. Common results are standards that vary by shift, metrics that reward speed over resolution, repeated complaints about the same issues and tired teams with high turnover.

This programme covers the supervisor's full role. It moves through five stages: defining what excellent service looks like, managing service across face-to-face, telephone and digital channels, leading and coaching the team, handling complaints and escalations, and measuring and improving performance.

Built on recognised practice. The programme references ISO 10002 guidelines for complaints handling, ISO 18295 on customer contact centres, ISO 23592 on service excellence and ISO 10004 on monitoring and measuring customer satisfaction, alongside established workforce planning and quality monitoring practice.

Decisions this programme improves. How many staff are needed at each hour and channel; which metrics to watch daily and which to discuss monthly; when to coach, when to retrain and when to escalate a performance problem; how much authority front-line staff should have to resolve issues; and which recurring complaints to take to management.

How it is delivered. Twenty hours across five sessions, built around one running case: a service centre and contact centre facing rising demand, a new messaging channel and poor satisfaction scores. Participants set service standards, build a simple staffing plan, run coaching conversations, handle escalation scenarios and design a supervisor's performance dashboard.

In-house option. For organisations, the programme can be tailored to your own service standards, channels, systems and performance data, and delivered to supervisors and managers across branches or service centres.

Who Should Attend

Customer service supervisors: team leaders, shift supervisors and floor managers

Customer service managers: managers of service centres, branches and contact centres

Senior agents preparing for a supervisory role

Relationship and account staff who manage service for key customers

Quality and training staff responsible for service monitoring and coaching

Objectives

Explain the supervisor's role in delivering consistent customer service

Assess strengths and weaknesses in the organisation's current customer care approach

Define clear, observable service standards for each channel

Manage service delivery across face-to-face, telephone, email, social media and messaging channels

Build a basic staffing plan that matches demand patterns

Coach team members using quality monitoring results and structured feedback

Handle escalated complaints and use them as an opportunity to retain customers

Use influencing skills to build long-term relationships with key customers

Apply sound practice on information security and personal safety in customer-facing work

Select and report service KPIs that balance speed, quality and resolution

Course Outline

What Excellent Customer Service Looks Like

Customer expectations and what drives satisfaction and loyalty
Reviewing strengths and weaknesses in the current customer care approach
Service excellence principles from ISO 23592
Setting service standards and service level commitments
The supervisor's role: from agent to team leader

Managing Service Across Channels

Face-to-face, telephone, email, social media, chat and messaging: what each requires
Contact centre good practice with reference to ISO 18295
Demand forecasting and basic workforce planning
Knowledge bases, scripts and consistent answers
Chatbots and AI assistants: supervising the handover to people
Information security, data privacy and personal safety at work

Leading and Coaching the Service Team

Setting expectations and running effective team briefings
Quality monitoring: call and case reviews, calibration and scoring
Coaching conversations and constructive feedback
Motivating, recognising and retaining front-line staff
Managing underperformance fairly
Stress, workload and well-being in service teams

Complaints, Escalations and Difficult Customers

Complaint handling process in line with ISO 10002
Handling escalations and angry or demanding customers
Service recovery and turning complaints into loyalty
Staff authority to resolve issues and when to escalate
Influencing and building long-term relationships with key customers
Analysing complaint trends and root causes

Measuring and Improving Service Performance

Service KPIs: first contact resolution, response time, CSAT and customer effort
Monitoring satisfaction in line with ISO 10004
Building a simple supervisor dashboard
Avoiding metrics that drive the wrong behaviour
Continuous improvement: small changes, tested and measured
Action plan: improving service in your team

Competencies

Service standard setting

Multichannel service management

Demand-based staffing and workforce planning

Quality monitoring and coaching

Complaint and escalation management

Influencing and key customer relationships

Information security and personal safety awareness

Service performance measurement

Front-line team leadership

Casablanca

Explore professional training in Casablanca across Elite Academy’s full range of disciplines. The city’s position as Morocco’s principal business center and a gateway between North Africa and international markets makes it an attractive international setting for scheduled courses and programs arranged to your preferred topic and dates. Elite Academy can deliver its full range of professional training programs in Casablanca, Morocco. Because the city is Morocco’s principal business center and a gateway between North Africa and international markets, it provides a strong international environment for participants from organizations as well as individual professionals. The courses shown on this page represent the programs currently scheduled in Casablanca; they do not limit what can be delivered there. If your preferred course or date is not listed, you can request any program from our portfolio to be arranged in Casablanca, subject to scheduling and delivery requirements.