+ 44 (0) 845 450 7025


Course outline

Behind most top performing customer service teams there’s an outstanding manager. They recognise the impact they can have on their people’s success, take responsibility for the team’s performance and position themselves as a highly visible role model.

One of a manager’s most important functions is monitoring the quality of the interactions with customers. And whether this involves listening to a phone-based interaction or observing a face-to-face interaction, this requires real credibility and expertise to achieve the best result.

On this course, delegates learn:

  • Why monitoring customer interactions has such a positive impact on performance
  • About the monitoring process and how to get team buy-in to the process
  • How the monitoring process can be part of everyday life
  • The practicalities of monitoring customer interactions
  • What a ‘good’ customer interaction sounds like; the criteria to use to judge success
  • About their skill at understanding ‘good’ service and how this brings credibility
  • How their ability to recognise effective customer service behaviours compares to their peers
  • Ways to capture key findings of the customer interaction as it’s happening
  • To get prepared to ‘walk the talk’ by role modelling good customer service for their teams

This course is relevant for anyone with direct responsibility for the success of a customer service team and right for any business that wants to raise the level of impact their managers have on performance.

Once this course has been completed, delegates will have an understanding of the monitoring process and be able to listen to, observe and monitor customer interactions.

Delegates should also attend the next stage of this training: Reviewing customer interactions with your people. This focuses on the debrief discussion that takes place after a customer interaction has been monitored.

Contact us if you’d like to find out more about this course. If it’s not exactly what you’re looking for, talk to us so we can advise on a course to suit you.


+44 (0) 845 450 7025 | enquiries@virada.co.uk

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