Course Overview

Providing superior customer service is not only a desire—it is a must in today’s competitive business market. While frontline customer service representatives deliver the actual customer experience, customer service leaders and managers play the critical role of shaping strategy, inspiring teams, ensuring quality, and creating the organizational culture that makes exceptional service possible. Without effective customer service leadership, even the most talented representatives will struggle to deliver consistent, high-quality service that drives customer loyalty and business results.

This comprehensive management toolkit provides customer service leaders with the essential skills to drive superior customer service for your organization. Through eight focused courses, managers develop critical leadership competencies including setting strategic direction, motivating teams, providing effective feedback and coaching, ensuring service quality, gathering customer insights, onboarding new hires successfully, and leading remote customer service teams. Each course has been approved for 1 hour of PDU credit from PMI (Project Management Institute), making this toolkit valuable for both customer service leadership excellence and professional development.

Build a Safer, More Compliant Workplace

What You’ll Learn

Upon completing this course, your employees will be able to:

✓ Shape strategic direction for customer service aligned with company goals

✓ Inspire and motivate customer service teams to deliver exceptional service

✓ Provide effective feedback to improve representative performance

✓ Coach representatives to reach their full potential

✓ Ensure service quality across all customer interactions

✓ Gather and apply customer feedback to drive continuous improvement

✓ Onboard new hires successfully for rapid contribution

✓ Lead remote teams effectively across locations and time zones

Course Content

Course 1: Shaping the Direction of Customer Service

Setting customer service direction aligned with company strategy, determining how customer service supports organizational goals, creating accountabilities for service excellence, communicating vision to teams, leading strategic customer service initiatives, achieving long-term company success through service

Course 2: Inspiring and Motivating Customer Service Agents

Universal motivation actions for all teams, leadership actions to increase motivation, inspiring team members to excellence, understanding individual differences in motivation, implementing effective motivation strategies, creating motivated high-performing teams

Course 3: Giving Feedback to Your Customer Service Agents

Importance of feedback for success, providing balanced feedback (positive and constructive), clarifying performance expectations, helping representatives understand where they stand, feedback timing and delivery, improving representative performance through feedback

Course 4: Customer Service Coaching

Critical coaching skills for leaders, providing appropriate coaching levels, coaching vs. managing distinction, developing representative capabilities through coaching, coaching conversations and techniques, achieving organizational potential through coaching

Course 5: Customer Service Quality

Impact of representative behavior on customer loyalty, quality in phone calls, emails, and face-to-face interactions, identifying quality improvement actions, implementing key quality elements, creating customer ambassadors through quality service, strengthening service quality with team

Course 6: Customer Feedback and Insight

Gathering essential customer feedback, determining customer needs and priorities, using feedback to meet customer needs, working with team to collect feedback, applying customer insights to improve service, achieving business results through customer understanding

Course 7: Onboarding New Customer Service Agents

Addressing new hire questions and concerns, helping representatives understand responsibilities, facilitating new hire integration into team, ensuring early success in role, accelerating time to productivity, creating complete picture of role and contribution for new hires

Course 8: Managing Remote Customer Service Teams

Leading virtual customer service teams effectively, managing remote technology and tools, coordinating various schedules and time zones, maintaining leadership focus in virtual environment, addressing unique challenges of remote teams, achieving success with distributed customer service teams

Who This Course Is For

👔 Customer Service Managers

Leaders managing customer service teams and operations

🏥 Patient Services Managers

Healthcare leaders managing patient-facing service teams

💼 Call Center Supervisors

Team leads managing phone support representatives

📊 Service Operations Managers

Leaders responsible for service delivery and quality

👥 Team Leads

Supervisors managing frontline service staff

🎯 Aspiring Service Leaders

Representatives preparing for management roles

Certificate & Compliance

Upon successful completion of each course, learners receive an official certificate documenting their customer service leadership training. The complete toolkit provides 8 hours of professional development credit approved by PMI (Project Management Institute) for PDU requirements.

Each course includes assessments that verify understanding of customer service leadership principles, management techniques, and best practices. Certificates are generated immediately and can be downloaded or printed for professional development records.

Professional Development Recognition:

  • 8 PDU credits approved by Project Management Institute (PMI)
  • 1 PDU credit per individual course
  • Applicable to leadership and management training requirements
  • Supports professional development goals
  • Enhances customer service leadership competencies

Choose How Your Team Learns

🖥️ Use Our LMS

Immediate access with zero setup

  • Fast & Easy Setup

  • Automatic progress tracking and reporting

  • Built-in certificate generation

  • No technical expertise required

  • Automated Course Recertification

📦 Use Your Own LMS

Purchase SCORM files for your system

  • Integrate with your existing platform

  • Maintain centralized training records

  • Compatible with all major LMS platforms

  • Full technical specifications provided

  • Dedicated support included

Why Choose Evolve?

🎯

Expert-Developed Content

Courses feature realistic scenarios, engaging multimedia, and knowledge checks to reinforce learning. Content developed by compliance experts ensures accuracy and relevance.

📱

Accessible Anywhere

Complete training anytime, anywhere on PCs, tablets, or smartphones. Your team can learn at their own pace without disrupting daily operations or scheduling conflicts.

🎬

Engaging & Effective

Scenario-based learning & interactive elements promote retention better than lecture-style courses

📊

Trackable and Reportable

Monitor completion rates, track progress, and generate compliance reports. Maintain detailed records for audits and regulatory requirements.

💰

Transparent Pricing

Simple per-seat pricing with no hidden fees, surprise charges, or mandatory bundles. Volume discounts make compliance training affordable for organizations of any size.

⚡

Easy Implementation

Begin training your team immediately – no lengthy implementation or waiting periods

📈

Scalable Solutions

Whether training 5 employees or 500, our platform scales to meet your organization’s needs. Custom course bundles available to address your specific training requirements and budget.

✓

Consistent Quality Training

Every learner receives the same high-quality, up-to-date content. Standardized training ensures your entire organization maintains consistent compliance knowledge.

💬

Ongoing Support

Dedicated customer support available to assist with questions, technical issues, or training customization needs.

Find The Courses You Need

Related Courses

Complete your training and build a culture of compliance

Your Content Goes Here

Find The Courses You Need

Behavioral Based Interviewing

Customer Service Basics

How to Work Successfully From Home

Performance Management and Development

Build a Safer, More Compliant Workplace

DEVELOP EXCEPTIONAL CUSTOMER SERVICE LEADERS

Equip Your Managers with Advanced Leadership Skills

Great customer service doesn’t happen by accident—it requires skilled leadership. This comprehensive 8-course toolkit provides your customer service managers and team leaders with the essential skills to inspire teams, ensure quality, drive continuous improvement, and deliver exceptional service that builds customer loyalty and drives business results.

Trusted by service organizations across healthcare, business, and contact center industries