Customer Service Leadership Forum: Managing Teams and Standards

Managing a customer service team involves a different set of skills than delivering customer service directly. This forum is designed for people in supervisory or management roles who are responsible for the performance of others, not just their own interactions.

Setting standards that staff can actually use

Many service standards documents are written in abstract terms that offer little practical guidance. During the morning session, participants examine 6 examples of service standards from different industries and assess their usability. They then draft 3 specific, measurable standards for their own team context.

A recurring finding across organisations is that staff often do not know what good looks like in practice. The session addresses this by working through 4 methods for making standards visible and consistent across a team of any size.

Using data to identify gaps

Afternoon sessions cover the 5 data points most useful for identifying service performance issues: average handling time, first contact resolution rate, complaint volume by category, repeat contact rate, and customer satisfaction scores. Participants work through a case study involving a fictional team of 11 agents over a 90-day period.

The case study approach allows managers to practise interpreting data without the pressure of using their own team figures in a group setting.

The forum is limited to 20 participants. A post-event resource pack is sent within 3 working days of the event.