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  • 10 May 2023

  • 9.30am - 4.30pm​

  • $440 (CSIA Members)

  • $550 (Non Members)

Certified Customer Service Leader (CCSL) Program

 The CCSL program is about equipping customer service leaders with practical tools and techniques to inspire and motivate their teams to deliver great customer experiences.

Key Topics

  • Creating a customer focused culture

  • The role of a leader in creating a service culture

  • Managing resistance to change

  • Coaching for customer-focused behaviour.

Learning Outcomes


 After completion of this workshop, participants will understand:

  • The importance of creating great a customer experience in the context of their role and organisation

  • The resistance of team members in relation to taking ownership

  • The tools and techniques to deal with resistance from team members

  • The dos and don’ts of good customer service behaviour and how to identify these behaviours in themselves and others

  • How to inspire, motivate and coach other team members toward delivering great customer experience

  • Have made a personal commitment to unlock a customer-focused mindset in themselves and others


Who is this program for?


 This program is designed for team leaders, supervisors or customer service managers who are responsible for the customer service performance of others.

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