[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"site-styles:button:async":3,"org-info":220,"course-product-customer-service-management-and-supervision-in-rome-en-2026-11-29-":283,"footer-top-categories:en":485},[4,41,57,75,96,110,122,139,151,164,177,190,203],{"key":5,"tags":6,"base":7,"sizes":16,"states":29},"blue-section-blue-btn","button",{"cursor":8,"display":9,"box-sizing":10,"transition":11,"align-items":12,"font-weight":13,"white-space":14,"border-style":15,"justify-content":12},"pointer","inline-flex","border-box","background-color 0.2s ease, color 0.2s ease, border-color 0.2s ease, box-shadow 0.2s ease","center",400,"nowrap","solid",{"lg":17,"md":26,"sm":28},{"gap":18,"width":19,"font-size":20,"min-height":21,"padding-top":22,"border-width":23,"padding-left":24,"border-radius":25,"padding-right":24,"padding-bottom":22},"0px","auto","12px","48px","10px","1px","44px","8px",{"gap":18,"width":19,"font-size":22,"min-height":24,"padding-top":25,"border-width":23,"padding-left":27,"border-radius":25,"padding-right":27,"padding-bottom":25},"40px",{"gap":18,"width":19,"font-size":20,"min-height":24,"padding-top":22,"border-width":23,"padding-left":24,"border-radius":25,"padding-right":24,"padding-bottom":22},{"hover":30,"active":35,"normal":39},{"color":31,"opacity":32,"box-shadow":33,"border-color":34,"background-color":34},"#2B70F2",1,"none","#FFFFFF",{"color":36,"opacity":32,"transform":37,"box-shadow":33,"border-color":34,"background-color":38},"#1d4ed8","scale(0.98)","#F8FAFC",{"color":34,"opacity":32,"box-shadow":33,"border-color":34,"background-color":40},"transparent",{"key":42,"tags":6,"base":43,"sizes":45,"states":51},"blue-section-white-btn-style-1",{"cursor":8,"display":9,"box-sizing":10,"text-align":12,"transition":44,"align-items":12,"font-weight":13,"white-space":14,"border-style":15,"justify-content":12},"background-color 0.2s ease, color 0.2s ease, box-shadow 0.2s ease",{"lg":46,"md":48,"sm":49},{"gap":47,"width":19,"font-size":20,"min-height":21,"padding-top":22,"border-width":18,"padding-left":24,"border-radius":25,"padding-right":24,"padding-bottom":22},"5px",{"gap":47,"width":19,"font-size":22,"min-height":24,"padding-top":25,"border-width":18,"padding-left":27,"border-radius":25,"padding-right":27,"padding-bottom":25},{"gap":18,"width":19,"font-size":20,"min-height":24,"padding-top":22,"border-width":18,"padding-left":50,"border-radius":25,"padding-right":50,"padding-bottom":22},"24px",{"hover":52,"active":54,"normal":56},{"color":31,"opacity":32,"box-shadow":33,"border-color":40,"background-color":53},"#F1F5F9",{"color":36,"opacity":32,"transform":37,"box-shadow":33,"border-color":40,"background-color":55},"#E2E8F0",{"color":31,"opacity":32,"box-shadow":33,"border-color":40,"background-color":34},{"key":58,"tags":6,"base":59,"sizes":60,"states":68},"blue-section-white-btn-style-2",{"cursor":8,"display":9,"box-sizing":10,"text-align":12,"transition":44,"align-items":12,"white-space":14,"border-style":15,"justify-content":12},{"lg":61,"md":65,"sm":67},{"gap":22,"width":19,"font-size":20,"min-height":62,"padding-top":63,"border-width":18,"padding-left":64,"border-radius":47,"padding-right":64,"padding-bottom":63},"52px","14px","28px",{"gap":25,"width":19,"font-size":66,"min-height":21,"padding-top":20,"border-width":18,"padding-left":50,"border-radius":47,"padding-right":50,"padding-bottom":20},"11px",{"gap":25,"width":19,"font-size":66,"min-height":21,"padding-top":20,"border-width":18,"padding-left":20,"border-radius":47,"padding-right":20,"padding-bottom":20},{"hover":69,"active":71,"normal":73},{"color":70,"opacity":32,"border-color":40,"background-color":53},"#565656",{"color":72,"opacity":32,"transform":37,"background-color":55},"#334155",{"color":70,"opacity":32,"box-shadow":74,"border-color":40,"background-color":34},"0 4px 6px -1px rgb(0 0 0 \u002F 0.1), 0 2px 4px -2px rgb(0 0 0 \u002F 0.1)",{"key":76,"tags":6,"base":77,"sizes":79,"states":90},"large-btn-blue",{"cursor":8,"display":9,"box-sizing":10,"transition":44,"align-items":12,"font-weight":78,"border-style":15,"justify-content":12},500,{"lg":80,"md":83,"sm":85},{"gap":22,"width":81,"height":24,"font-size":82,"padding-top":22,"border-width":18,"padding-left":50,"border-radius":63,"padding-right":50,"padding-bottom":22},"100%","13px",{"gap":25,"width":81,"height":24,"font-size":63,"padding-top":18,"border-width":18,"padding-left":84,"border-radius":20,"padding-right":84,"padding-bottom":18},"20px",{"gap":86,"width":81,"height":87,"font-size":20,"min-width":88,"padding-top":18,"border-width":18,"padding-left":89,"border-radius":22,"padding-right":89,"padding-bottom":18},"6px","36px","100px","16px",{"hover":91,"active":92,"normal":94},{"color":34,"opacity":32,"box-shadow":33,"border-color":40,"background-color":36},{"color":34,"opacity":32,"transform":37,"box-shadow":33,"border-color":40,"background-color":93},"#1e40af",{"color":34,"opacity":32,"box-shadow":33,"border-color":40,"background-color":95},"#2563eb",{"key":97,"tags":6,"base":98,"sizes":99,"states":103},"large-btn-white",{"cursor":8,"display":9,"box-sizing":10,"transition":11,"align-items":12,"font-weight":78,"border-style":15,"justify-content":12},{"lg":100,"md":101,"sm":102},{"gap":22,"width":81,"height":24,"font-size":89,"padding-top":18,"border-width":23,"padding-left":84,"border-radius":63,"padding-right":84,"padding-bottom":18},{"gap":25,"width":81,"height":24,"font-size":63,"min-width":88,"padding-top":18,"border-width":23,"padding-left":89,"border-radius":20,"padding-right":89,"padding-bottom":18},{"gap":86,"width":81,"height":87,"font-size":20,"min-width":88,"padding-top":18,"border-width":23,"padding-left":20,"border-radius":22,"padding-right":20,"padding-bottom":18},{"hover":104,"active":107,"normal":109},{"color":95,"opacity":32,"box-shadow":33,"border-color":105,"background-color":106},"#2563eb59","#2563eb0D",{"color":36,"opacity":32,"transform":37,"box-shadow":33,"border-color":95,"background-color":108},"#2563eb1A",{"color":95,"opacity":32,"box-shadow":33,"border-color":105,"background-color":34},{"key":111,"tags":6,"base":112,"sizes":113,"states":117},"large-btn-white-outlined",{"cursor":8,"display":9,"box-sizing":10,"text-align":12,"transition":11,"align-items":12,"font-weight":78,"white-space":14,"border-style":15,"justify-content":12},{"lg":114,"md":115,"sm":116},{"gap":47,"width":19,"font-size":20,"min-height":21,"padding-top":20,"border-width":23,"padding-left":64,"border-radius":25,"padding-right":64,"padding-bottom":20},{"gap":47,"width":19,"font-size":22,"min-height":24,"padding-top":22,"border-width":23,"padding-left":50,"border-radius":25,"padding-right":50,"padding-bottom":22},{"gap":47,"width":19,"font-size":66,"min-height":24,"padding-top":22,"border-width":23,"padding-left":50,"border-radius":25,"padding-right":50,"padding-bottom":22},{"hover":118,"active":120,"normal":121},{"color":119,"opacity":32,"box-shadow":33,"border-color":119,"background-color":53},"#1E1E1E",{"color":119,"opacity":32,"transform":37,"box-shadow":33,"border-color":119,"background-color":55},{"color":119,"opacity":32,"box-shadow":33,"border-color":119,"background-color":40},{"key":123,"tags":6,"base":124,"sizes":125,"states":133},"rounded-btn-blue-bg",{"cursor":8,"display":9,"box-sizing":10,"transition":44,"align-items":12,"font-weight":78,"white-space":14,"border-style":15,"justify-content":12},{"lg":126,"md":128,"sm":130},{"gap":25,"width":81,"height":87,"font-size":63,"min-width":19,"padding-top":22,"border-width":18,"padding-left":22,"border-radius":127,"padding-right":22,"padding-bottom":22},"25px",{"gap":25,"width":88,"height":87,"font-size":63,"min-width":19,"padding-top":22,"border-width":18,"padding-left":22,"border-radius":129,"padding-right":22,"padding-bottom":22},"9999px",{"gap":18,"width":131,"height":132,"font-size":20,"min-width":19,"padding-top":86,"border-width":18,"padding-left":20,"border-radius":129,"padding-right":20,"padding-bottom":86},"80px","32px",{"hover":134,"active":136,"normal":137},{"color":34,"opacity":32,"box-shadow":135,"border-color":40,"background-color":36},"0 1px 2px 0 rgb(0 0 0 \u002F 0.05)",{"color":34,"opacity":32,"transform":37,"box-shadow":33,"border-color":40,"background-color":93},{"color":138,"opacity":32,"box-shadow":135,"border-color":40,"background-color":95},"#ffffff",{"key":140,"tags":6,"base":141,"sizes":142,"states":146},"rounded-btn-white-bg",{"cursor":8,"display":9,"box-sizing":10,"text-align":12,"transition":11,"align-items":12,"font-weight":78,"white-space":14,"border-style":15,"justify-content":12},{"lg":143,"md":144,"sm":145},{"gap":25,"width":19,"font-size":63,"min-height":24,"padding-top":22,"border-width":23,"padding-left":22,"border-radius":88,"padding-right":22,"padding-bottom":22},{"gap":25,"width":19,"font-size":82,"min-height":27,"padding-top":22,"border-width":23,"padding-left":22,"border-radius":88,"padding-right":22,"padding-bottom":22},{"gap":86,"width":19,"font-size":66,"min-height":87,"padding-top":25,"border-width":23,"padding-left":20,"border-radius":88,"padding-right":20,"padding-bottom":25},{"hover":147,"active":148,"normal":150},{"color":31,"opacity":32,"box-shadow":33,"border-color":31,"background-color":34},{"color":34,"opacity":32,"box-shadow":149,"border-color":31,"background-color":31},"0 2px 8px #2B70F240",{"color":31,"opacity":32,"box-shadow":33,"border-color":31,"background-color":34},{"key":152,"tags":6,"base":153,"sizes":154,"states":158},"rounded-city-btn",{"cursor":8,"display":9,"box-sizing":10,"text-align":12,"transition":11,"align-items":12,"font-weight":78,"border-style":15,"justify-content":12},{"lg":155,"md":156,"sm":157},{"gap":25,"width":19,"font-size":82,"min-height":132,"padding-top":86,"border-width":18,"padding-left":89,"border-radius":88,"padding-right":89,"padding-bottom":86},{"gap":25,"width":19,"font-size":82,"min-height":132,"padding-top":86,"border-width":18,"padding-left":89,"border-radius":88,"padding-right":89,"padding-bottom":86},{"gap":25,"font-size":20,"min-height":64,"padding-top":86,"border-width":18,"padding-left":89,"border-radius":88,"padding-right":89,"padding-bottom":86},{"hover":159,"active":161,"normal":163},{"color":160,"opacity":32,"box-shadow":33,"border-color":40,"background-color":40},"#8CB4FF",{"color":34,"opacity":32,"box-shadow":162,"border-color":160,"background-color":160},"0 2px 8px #8CB4FF40",{"color":160,"opacity":32,"box-shadow":33,"border-color":40,"background-color":40},{"key":165,"tags":6,"base":166,"sizes":169,"states":173},"small-btn-blue",{"cursor":8,"display":9,"box-sizing":10,"transition":167,"align-items":12,"font-weight":168,"white-space":14,"border-style":15,"justify-content":12},"background-color 0.2s ease, color 0.2s ease, box-shadow 0.2s ease, opacity 0.2s ease",600,{"lg":170,"md":171,"sm":172},{"gap":18,"width":19,"height":19,"font-size":89,"min-width":19,"min-height":21,"padding-top":20,"border-width":18,"padding-left":64,"border-radius":25,"padding-right":64,"padding-bottom":20},{"gap":18,"width":19,"height":19,"font-size":63,"min-width":19,"min-height":27,"padding-top":22,"border-width":18,"padding-left":50,"border-radius":25,"padding-right":50,"padding-bottom":22},{"gap":18,"width":19,"height":19,"font-size":20,"min-width":19,"min-height":87,"padding-top":25,"border-width":18,"padding-left":89,"border-radius":25,"padding-right":89,"padding-bottom":25},{"hover":174,"active":175,"normal":176},{"color":34,"opacity":32,"box-shadow":135,"border-color":40,"background-color":36},{"color":34,"opacity":32,"transform":37,"box-shadow":33,"border-color":40,"background-color":93},{"color":34,"opacity":32,"box-shadow":135,"border-color":40,"background-color":95},{"key":178,"tags":6,"base":179,"sizes":180,"states":184},"small-btn-white",{"cursor":8,"display":9,"box-sizing":10,"transition":11,"align-items":12,"font-weight":78,"white-space":14,"border-style":15,"justify-content":12},{"lg":181,"md":182,"sm":183},{"gap":18,"width":19,"height":19,"font-size":20,"min-width":19,"min-height":132,"padding-top":25,"border-width":23,"padding-left":89,"border-radius":22,"padding-right":89,"padding-bottom":25},{"gap":18,"width":19,"height":19,"font-size":66,"min-width":19,"min-height":64,"padding-top":86,"border-width":23,"padding-left":20,"border-radius":22,"padding-right":20,"padding-bottom":86},{"gap":18,"width":81,"height":19,"font-size":66,"min-width":19,"min-height":64,"padding-top":86,"border-width":23,"padding-left":20,"border-radius":22,"padding-right":20,"padding-bottom":86},{"hover":185,"active":186,"normal":187},{"color":95,"opacity":32,"box-shadow":33,"border-color":95,"background-color":34},{"color":36,"opacity":32,"transform":37,"box-shadow":33,"border-color":36,"background-color":38},{"color":188,"opacity":32,"box-shadow":33,"border-color":189,"background-color":34},"#000000","#CCCCCC",{"key":191,"tags":6,"base":192,"sizes":193,"states":198},"sub-category-btn-style-1",{"cursor":8,"display":9,"box-sizing":10,"text-align":12,"transition":11,"align-items":12,"font-weight":78,"border-style":15,"justify-content":12},{"lg":194,"md":196,"sm":197},{"gap":25,"width":19,"font-size":63,"min-height":87,"padding-top":25,"border-width":18,"padding-left":195,"border-radius":88,"padding-right":195,"padding-bottom":25},"18px",{"gap":25,"width":19,"font-size":82,"min-height":132,"padding-top":86,"border-width":18,"padding-left":89,"border-radius":88,"padding-right":89,"padding-bottom":86},{"gap":25,"width":19,"font-size":20,"min-height":64,"padding-top":86,"border-width":18,"padding-left":89,"border-radius":88,"padding-right":89,"padding-bottom":86},{"hover":199,"active":200,"normal":202},{"color":31,"opacity":32,"box-shadow":33,"border-color":40,"background-color":40},{"color":138,"opacity":32,"box-shadow":149,"border-color":201,"border-radius":88,"background-color":201},"#a3c3ff",{"color":31,"opacity":32,"box-shadow":33,"border-color":40,"background-color":40},{"key":204,"tags":6,"base":205,"sizes":206,"states":211},"sub-category-btn-style-2",{"cursor":8,"display":9,"box-sizing":10,"text-align":12,"transition":11,"align-items":12,"font-weight":78,"white-space":14,"justify-content":12},{"lg":207,"md":209,"sm":210},{"gap":25,"width":19,"font-size":66,"min-height":127,"padding-top":208,"border-width":18,"padding-left":63,"border-radius":88,"padding-right":63,"padding-bottom":208},"3px",{"gap":25,"width":19,"font-size":82,"min-height":87,"padding-top":25,"border-width":23,"padding-left":20,"border-radius":88,"padding-right":20,"padding-bottom":25},{"gap":25,"width":19,"font-size":66,"min-height":132,"padding-top":86,"border-width":23,"padding-left":22,"border-radius":88,"padding-right":22,"padding-bottom":86},{"hover":212,"active":217,"normal":218},{"color":213,"opacity":32,"transform":214,"box-shadow":215,"border-color":216,"border-style":33,"background-color":216},"#6E7887","translateY(1px)","0 4px 12px rgba(0,0,0,0.12)","#E3EBFA",{"color":213,"opacity":32,"box-shadow":33,"border-color":95,"border-style":33,"background-color":216},{"color":213,"opacity":32,"outline":33,"transform":214,"box-shadow":219,"border-color":55,"border-style":33,"border-width":18,"background-color":38},"0 2px 8px #2563eb40",{"data":221,"code":280,"status":281,"message":282},{"name":222,"description":223,"commercial_register_number":224,"vat_number":225,"phone":226,"emails":227,"cover":247,"phones":248,"offices":264,"social_channels":270},"Elite Academy","\u003Cp dir=\"ltr\" style=\"text-align: left;\">Elite Academy provides high-quality professional training solutions designed to strengthen skills, develop capabilities, and support organizational growth.\u003C\u002Fp>\u003Cp style=\"text-align: left;\">\u003C\u002Fp>\u003Cp dir=\"ltr\" style=\"text-align: left;\">\u003Cbr>We empower professionals and organizations through practical, industry-focused training designed for today’s evolving business needs.\u003C\u002Fp>","35898691","2021881169","+436703080050",[228,236,242],{"label":229,"text_before":230,"value":231,"order":232,"is_active":233,"display_locations":234},"info","for general inqires","info@eliteacademy.eu","1",true,[235],"contact",{"label":237,"text_before":238,"value":239,"order":240,"is_active":233,"display_locations":241},"other","for specific request","request@eliteacademy.eu","2",[235],{"label":237,"text_before":243,"value":244,"order":245,"is_active":233,"display_locations":246},"for compliance ","care@eliteacademy.eu","3",[235],"https:\u002F\u002Feliteacademy.eu\u002Fstorage\u002Fmedia\u002F1230\u002FWhatsApp-Image-2026-09-28-at-00.58.37.jpeg",[249,254,259],{"order":32,"label":250,"text_before":251,"value":252,"display_locations":253},"","Head Quarter","+43 670 3080050",[235],{"order":255,"label":250,"text_before":256,"value":257,"display_locations":258},2,"Customers & Public Relation","+961 71 289 148",[235],{"order":260,"label":250,"text_before":261,"value":262,"display_locations":263},3,"Production Department","+44 77 5454 0252",[235],[265],{"order":32,"name":251,"location":266,"phone":252,"email":231,"work_hours":267,"is_headquarters":233,"display_locations":268},"Mariahilfer Str. 122 – Vienna 1060 – Austria","available for your inquiries daily CT from 7 AM to 5 PM",[269],"footer",[271,274,277],{"channel":272,"url":273},"linkedin","https:\u002F\u002Fwww.linkedin.com\u002Fcompany\u002Felite-academy-at\u002F",{"channel":275,"url":276},"instagram","https:\u002F\u002Fwww.instagram.com\u002Feliteacademy.eu\u002F",{"channel":278,"url":279},"facebook","https:\u002F\u002Fwww.facebook.com\u002FEliteAustrianAcademy\u002F",200,"success","Retrieved successfully.",{"data":284,"lang":483,"statusCode":280,"navContext":484},{"id":285,"name":286,"name_2":287,"slug":288,"days":289,"hours":290,"cover":291,"categories":301,"topics":312,"goals":313,"target_group":314,"to_register":315,"short_details":316,"details":317,"product_type":318,"product_level":319,"product_level_icon":320,"schedules":321,"other_city_schedules":330,"city":403,"seo":449,"related_products":455,"related_schedules":456},11169,"Customer Service Management and Supervision",null,"customer-service-management-and-supervision",5,20,{"id":292,"original_url":293,"conversions":294},109,"https:\u002F\u002Feliteacademy.eu\u002Fstorage\u002Fmedia\u002F109\u002FCustomer-Service-483.webp",{"og":295,"large":296,"medium":297,"website":298,"brochure":299,"thumbnail":300},"https:\u002F\u002Feliteacademy.eu\u002Fstorage\u002Fmedia\u002F109\u002Fconversions\u002FCustomer-Service-483-og.jpg","https:\u002F\u002Feliteacademy.eu\u002Fstorage\u002Fmedia\u002F109\u002Fconversions\u002FCustomer-Service-483-large.webp","https:\u002F\u002Feliteacademy.eu\u002Fstorage\u002Fmedia\u002F109\u002Fconversions\u002FCustomer-Service-483-medium.webp","https:\u002F\u002Feliteacademy.eu\u002Fstorage\u002Fmedia\u002F109\u002Fconversions\u002FCustomer-Service-483-website.webp","https:\u002F\u002Feliteacademy.eu\u002Fstorage\u002Fmedia\u002F109\u002Fconversions\u002FCustomer-Service-483-brochure.webp","https:\u002F\u002Feliteacademy.eu\u002Fstorage\u002Fmedia\u002F109\u002Fconversions\u002FCustomer-Service-483-thumbnail.webp",[302,307],{"id":303,"category_id":304,"title":305,"h1_tag":287,"color":306,"image_icon":250},118,66,"Customer Service Excellence","#52ffa5",{"id":308,"category_id":309,"title":310,"h1_tag":287,"color":311,"image_icon":250},68,34,"Supervisory Skills & Frontline Leadership","0","\u003Cp>\u003Cstrong>What Excellent Customer Service Looks Like\u003C\u002Fstrong>\u003C\u002Fp>\n\u003Cul>\n\u003Cli>Customer expectations and what drives satisfaction and loyalty\u003C\u002Fli>\n\u003Cli>Reviewing strengths and weaknesses in the current customer care approach\u003C\u002Fli>\n\u003Cli>Service excellence principles from ISO 23592\u003C\u002Fli>\n\u003Cli>Setting service standards and service level commitments\u003C\u002Fli>\n\u003Cli>The supervisor's role: from agent to team leader\u003C\u002Fli>\n\u003C\u002Ful>\n\u003Cp>\u003Cstrong>Managing Service Across Channels\u003C\u002Fstrong>\u003C\u002Fp>\n\u003Cul>\n\u003Cli>Face-to-face, telephone, email, social media, chat and messaging: what each requires\u003C\u002Fli>\n\u003Cli>Contact centre good practice with reference to ISO 18295\u003C\u002Fli>\n\u003Cli>Demand forecasting and basic workforce planning\u003C\u002Fli>\n\u003Cli>Knowledge bases, scripts and consistent answers\u003C\u002Fli>\n\u003Cli>Chatbots and AI assistants: supervising the handover to people\u003C\u002Fli>\n\u003Cli>Information security, data privacy and personal safety at work\u003C\u002Fli>\n\u003C\u002Ful>\n\u003Cp>\u003Cstrong>Leading and Coaching the Service Team\u003C\u002Fstrong>\u003C\u002Fp>\n\u003Cul>\n\u003Cli>Setting expectations and running effective team briefings\u003C\u002Fli>\n\u003Cli>Quality monitoring: call and case reviews, calibration and scoring\u003C\u002Fli>\n\u003Cli>Coaching conversations and constructive feedback\u003C\u002Fli>\n\u003Cli>Motivating, recognising and retaining front-line staff\u003C\u002Fli>\n\u003Cli>Managing underperformance fairly\u003C\u002Fli>\n\u003Cli>Stress, workload and well-being in service teams\u003C\u002Fli>\n\u003C\u002Ful>\n\u003Cp>\u003Cstrong>Complaints, Escalations and Difficult Customers\u003C\u002Fstrong>\u003C\u002Fp>\n\u003Cul>\n\u003Cli>Complaint handling process in line with ISO 10002\u003C\u002Fli>\n\u003Cli>Handling escalations and angry or demanding customers\u003C\u002Fli>\n\u003Cli>Service recovery and turning complaints into loyalty\u003C\u002Fli>\n\u003Cli>Staff authority to resolve issues and when to escalate\u003C\u002Fli>\n\u003Cli>Influencing and building long-term relationships with key customers\u003C\u002Fli>\n\u003Cli>Analysing complaint trends and root causes\u003C\u002Fli>\n\u003C\u002Ful>\n\u003Cp>\u003Cstrong>Measuring and Improving Service Performance\u003C\u002Fstrong>\u003C\u002Fp>\n\u003Cul>\n\u003Cli>Service KPIs: first contact resolution, response time, CSAT and customer effort\u003C\u002Fli>\n\u003Cli>Monitoring satisfaction in line with ISO 10004\u003C\u002Fli>\n\u003Cli>Building a simple supervisor dashboard\u003C\u002Fli>\n\u003Cli>Avoiding metrics that drive the wrong behaviour\u003C\u002Fli>\n\u003Cli>Continuous improvement: small changes, tested and measured\u003C\u002Fli>\n\u003Cli>Action plan: improving service in your team\u003C\u002Fli>\n\u003C\u002Ful>","\u003Cp>By the end of this programme, participants will be able to:\u003C\u002Fp>\n\u003Cul>\n\u003Cli>Explain the supervisor's role in delivering consistent customer service\u003C\u002Fli>\n\u003Cli>Assess strengths and weaknesses in the organisation's current customer care approach\u003C\u002Fli>\n\u003Cli>Define clear, observable service standards for each channel\u003C\u002Fli>\n\u003Cli>Manage service delivery across face-to-face, telephone, email, social media and messaging channels\u003C\u002Fli>\n\u003Cli>Build a basic staffing plan that matches demand patterns\u003C\u002Fli>\n\u003Cli>Coach team members using quality monitoring results and structured feedback\u003C\u002Fli>\n\u003Cli>Handle escalated complaints and use them as an opportunity to retain customers\u003C\u002Fli>\n\u003Cli>Use influencing skills to build long-term relationships with key customers\u003C\u002Fli>\n\u003Cli>Apply sound practice on information security and personal safety in customer-facing work\u003C\u002Fli>\n\u003Cli>Select and report service KPIs that balance speed, quality and resolution\u003C\u002Fli>\n\u003C\u002Ful>","\u003Cul>\n\u003Cli>\u003Cstrong>Customer service supervisors:\u003C\u002Fstrong> team leaders, shift supervisors and floor managers\u003C\u002Fli>\n\u003Cli>\u003Cstrong>Customer service managers:\u003C\u002Fstrong> managers of service centres, branches and contact centres\u003C\u002Fli>\n\u003Cli>\u003Cstrong>Senior agents\u003C\u002Fstrong> preparing for a supervisory role\u003C\u002Fli>\n\u003Cli>\u003Cstrong>Relationship and account staff\u003C\u002Fstrong> who manage service for key customers\u003C\u002Fli>\n\u003Cli>\u003Cstrong>Quality and training staff\u003C\u002Fstrong> responsible for service monitoring and coaching\u003C\u002Fli>\n\u003C\u002Ful>\n\u003Cp>Participants should have experience in customer-facing work and current or upcoming supervisory responsibility. The programme is not designed as an exam preparation course for any professional certification.\u003C\u002Fp>","\u003Cul>\n\u003Cli>Service standard setting\u003C\u002Fli>\n\u003Cli>Multichannel service management\u003C\u002Fli>\n\u003Cli>Demand-based staffing and workforce planning\u003C\u002Fli>\n\u003Cli>Quality monitoring and coaching\u003C\u002Fli>\n\u003Cli>Complaint and escalation management\u003C\u002Fli>\n\u003Cli>Influencing and key customer relationships\u003C\u002Fli>\n\u003Cli>Information security and personal safety awareness\u003C\u002Fli>\n\u003Cli>Service performance measurement\u003C\u002Fli>\n\u003Cli>Front-line team leadership\u003C\u002Fli>\n\u003C\u002Ful>","\u003Cp>Customer service quality is decided on every shift, and supervisors carry most of that responsibility: planning staff to demand, coaching agents, handling escalations and turning complaints into improvements. This programme gives customer service supervisors and managers the practical tools to set standards, lead front-line teams and manage service performance across every channel.\u003C\u002Fp>","\u003Cp>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.\u003C\u002Fp>\n\u003Cp>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.\u003C\u002Fp>\n\u003Cp>\u003Cstrong>Built on recognised practice.\u003C\u002Fstrong> 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.\u003C\u002Fp>\n\u003Cp>\u003Cstrong>Decisions this programme improves.\u003C\u002Fstrong> 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.\u003C\u002Fp>\n\u003Cp>\u003Cstrong>How it is delivered.\u003C\u002Fstrong> 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.\u003C\u002Fp>\n\u003Cp>\u003Cstrong>In-house option.\u003C\u002Fstrong> 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.\u003C\u002Fp>","Training Program","Basic to Intermediate","mdi-comment",[322],{"id":323,"schedule_slug":324,"start_date":325,"end_date":326,"price":327,"city_id":328,"days":289,"city_name":329},610706,"customer-service-management-and-supervision-in-rome","2026-11-29","2026-12-03","5500.00",13,"Rome",[331,338,346,353,360,368,372,377,382,384,388,395,399],{"id":332,"schedule_slug":333,"start_date":334,"end_date":335,"price":336,"city_id":32,"days":289,"city_name":337},609492,"customer-service-management-and-supervision-in-dubai","2026-10-25","2026-10-29","4500.00","Dubai",{"id":339,"schedule_slug":340,"start_date":341,"end_date":342,"price":343,"city_id":344,"days":289,"city_name":345},609747,"customer-service-management-and-supervision-in-live-online","2026-11-01","2026-11-05","2900.00",19,"Live Online",{"id":347,"schedule_slug":348,"start_date":349,"end_date":350,"price":327,"city_id":351,"days":289,"city_name":352},610225,"customer-service-management-and-supervision-in-paris","2026-11-15","2026-11-19",12,"Paris",{"id":354,"schedule_slug":355,"start_date":356,"end_date":357,"price":327,"city_id":358,"days":289,"city_name":359},611484,"customer-service-management-and-supervision-in-amsterdam","2026-12-20","2026-12-24",10,"Amsterdam",{"id":361,"schedule_slug":362,"start_date":363,"end_date":364,"price":365,"city_id":366,"days":289,"city_name":367},702969,"N\u002FA","2027-04-19","2027-04-23","5900.00",4,"London",{"id":369,"schedule_slug":362,"start_date":370,"end_date":371,"price":336,"city_id":32,"days":289,"city_name":337},705871,"2027-07-12","2027-07-16",{"id":373,"schedule_slug":362,"start_date":374,"end_date":375,"price":336,"city_id":260,"days":289,"city_name":376},706467,"2027-07-26","2027-07-30","Kuala Lumpur",{"id":378,"schedule_slug":362,"start_date":379,"end_date":380,"price":336,"city_id":255,"days":289,"city_name":381},707772,"2027-08-30","2027-09-03","Istanbul",{"id":383,"schedule_slug":362,"start_date":379,"end_date":380,"price":327,"city_id":358,"days":289,"city_name":359},707868,{"id":385,"schedule_slug":362,"start_date":386,"end_date":387,"price":365,"city_id":366,"days":289,"city_name":367},708744,"2027-09-27","2027-10-01",{"id":389,"schedule_slug":362,"start_date":390,"end_date":391,"price":392,"city_id":393,"days":289,"city_name":394},709038,"2027-10-10","2027-10-14","4300.00",7,"Kuwait",{"id":396,"schedule_slug":362,"start_date":397,"end_date":398,"price":336,"city_id":32,"days":289,"city_name":337},710439,"2027-11-22","2027-11-26",{"id":400,"schedule_slug":362,"start_date":401,"end_date":402,"price":343,"city_id":344,"days":289,"city_name":345},711052,"2027-12-06","2027-12-10",{"id":328,"city_name":329,"city_slug":404,"country_id":328,"country_name":405,"country_continent":406,"featured":32,"price":407,"image_alt":408,"image_icon":250,"title":250,"h1_tag":409,"content":410,"description":411,"what_to_do":412,"cover":287},"rome","Italy","Europe",5500,"Italy-Roma-Paris","Training courses in Rome, Italy","\u003Cp dir=\"ltr\" style=\"text-align: left;\">Elite Academy can deliver its complete portfolio of professional training programs in Rome. With a major European capital combining government, business and international institutions, the destination suits both scheduled learning and tailored arrangements for organizations or individual professionals.\u003C\u002Fp>","\u003Cp dir=\"ltr\" style=\"text-align: left;\">As an Elite Academy training destination, Rome provides access to our full portfolio rather than a city-specific set of specializations. The city is a major European capital combining government, business and international institutions, creating a suitable environment for organizations developing their teams and for professionals attending independently. Upcoming scheduled courses are listed on this page, while any other Elite Academy program can also be requested for delivery in Rome, subject to scheduling and delivery requirements. Explore the schedule or browse our training areas to find the right option.\u003C\u002Fp>",{"food":413,"places":422,"shopping":431,"experience":440},{"items":414,"title":421},[415,417,419],{"text":416},"Giolitti",{"text":418},"Pizzarium Bonci",{"text":420},"Da Enzo al 29","Dining",{"items":423,"title":430},[424,426,428],{"text":425},"Colosseum",{"text":427},"Vatican Museums and Sistine Chapel",{"text":429},"Trevi Fountain","Landmarks",{"items":432,"title":439},[433,435,437],{"text":434},"Via Condotti",{"text":436},"Via del Corso",{"text":438},"Castel Romano Designer Outlet","Shopping",{"items":441,"title":448},[442,444,446],{"text":443},"Roman Forum tour",{"text":445},"Pantheon",{"text":447},"Pasta-making class","Experience",{"image_url":287,"image_alt":450,"alt_text":287,"meta_title":451,"meta_description":452,"canonical_url":287,"schema_json":287,"include_in_sitemap":453,"robots_index":453,"robots_follow":453,"robots_advanced":287,"og_title":286,"og_description":452,"og_url":287,"twitter_card":454},"SeoMetadata image","Customer Service Management and Supervision | Elite Academy","Customer service quality is decided on every shift, and supervisors carry most of that responsibility: planning staff to demand, coaching agents, handling…",false,"summary",[],[457,465,473],{"id":458,"name":459,"name_2":287,"slug":460,"schedule_slug":461,"start_date":334,"end_date":335,"days":289,"hours":290,"city_id":289,"city_name":462,"price":407,"country_name":463,"program_level":319,"program_type":318,"short_details":464,"featured":250,"upcoming":250,"relevance_score":250},609674,"Supervising Security Operations","supervising-security-operations","supervising-security-operations-in-barcelona","Barcelona","Spain","\u003Cp>Most security failures trace back to supervision: poorly briefed shifts, access procedures that erode, incidents handled inconsistently and records that do not stand up to review. This programme gives security supervisors the practical skills to plan and run shifts, control access, manage incidents and people, and report reliably to management.\u003C\u002Fp>",{"id":466,"name":467,"name_2":287,"slug":468,"schedule_slug":469,"start_date":341,"end_date":342,"days":289,"hours":290,"city_id":366,"city_name":367,"price":470,"country_name":471,"program_level":319,"program_type":318,"short_details":472,"featured":250,"upcoming":250,"relevance_score":250},609746,"Customer Relationship Management Strategies and Techniques","customer-relationship-management-strategies-and-techniques","customer-relationship-management-strategies-and-techniques-in-london",5900,"United Kingdom","\u003Cp>Winning a new customer usually costs more than keeping an existing one, yet many organisations treat all customers alike, lose valuable accounts without noticing, and use their CRM system as little more than a contact list. This programme gives practitioners the strategies and techniques to segment customers, build lasting relationships, handle complaints well and use CRM data to improve retention.\u003C\u002Fp>",{"id":474,"name":475,"name_2":250,"slug":476,"schedule_slug":477,"start_date":478,"end_date":479,"days":289,"hours":290,"city_id":32,"city_name":337,"price":480,"country_name":481,"program_level":319,"program_type":318,"short_details":482,"featured":250,"upcoming":250,"relevance_score":250},643254,"Advanced Customer Communication Skills: Strategies for Excellence","advanced-customer-communication-skills-strategies-for-excellence","advanced-customer-communication-skills-strategies-for-excellence-in-dubai","2026-11-08","2026-11-12",4500,"United Arab Emirates","\u003Cp>\u003Cspan style=\"font-weight: 400;\">This course aims to enhance participants' customer communication skills at an advanced level, enabling them to foster strong customer relationships and handle complex customer interactions effectively.\u003C\u002Fspan>\u003C\u002Fp>","en",{"start_date":325,"city_id":287},{"data":486,"code":280,"status":281,"message":511},[487,491,495,499,503,507],{"id":488,"title":489,"slug":490},28,"Executive Leadership & Senior Management","executive-leadership-and-senior-management",{"id":492,"title":493,"slug":494},30,"Leadership Development","leadership-development-2",{"id":496,"title":497,"slug":498},29,"management skills","management-skills",{"id":500,"title":501,"slug":502},18,"Human Resources & Talent Management","human-resources-and-talent-management",{"id":504,"title":505,"slug":506},21,"finance and accounting","finance-and-accounting",{"id":508,"title":509,"slug":510},32,"risk, governance, and compliance","risk-governance-and-compliance","message.Categories have been retrieved successfully"]