Leadership in Customer Experience: Managing Teams for Service Excellence

1) Course Introduction

This course equips service leaders with the tools to coach, motivate, and lead customer-facing teams effectively.

At the CX leadership core, Seattle International Institute for Training integrates leadership skills, coaching techniques, and performance frameworks.

2) Key Learning Objectives

Participants will learn to:

· Lead and motivate customer service teams

· Establish CX goals and service performance metrics

· Coach staff to improve service delivery

· Handle escalations and support frontline staff

· Build a high-performance service culture

3) Target Audience

· CX managers

· Supervisors

· Team leaders

· Service quality specialists

4) Course Importance & Business Impact

Strong CX leadership ensures consistent service quality and team alignment.

5) Practical Modules / Key Topics

· Leadership styles

· Coaching techniques

· CX strategy alignment

· KPI measurement

· Managing escalations