Leading Customer Centric Teams and Service Culture

Great customer experience is a product of leadership as much as of individual effort. This course helps managers build and lead teams that consistently put customers first, whether in service, sales, operations or support roles. Participants learn to set service standards, motivate a customer focused mindset and remove the internal obstacles that get in the way of great service.

What you will be able to do

Explain how leadership shapes the customer experience a team delivers.
Set clear service standards and expectations for the team.
Motivate and coach staff toward a genuine customer first mindset.
Remove internal barriers and frustrations that undermine service.
Use customer feedback to drive team learning and improvement.
Embed a lasting service culture that survives busy periods and pressure.

Course outline

01Leadership and the Customer Experience
02Defining Service Standards
03Building a Customer First Mindset
04Coaching Service Behaviours
05Removing Barriers to Great Service
06Using Customer Feedback to Improve
07Leading Service Under Pressure
08Embedding a Service Culture

Who should attend

This course is aimed at managers and team leaders in service, sales, support and operations roles who want to lead more customer focused teams.

Dates, venues and fees

Dates	Venue	Days	Fee
24 to 25 Aug 2026	Online	2	US$900
31 Aug to 1 Sep 2026	Mozambique	2	US$1,100
7 to 8 Sep 2026	Cairo	2	US$1,100
14 to 15 Sep 2026	Accra	2	US$1,100
21 to 22 Sep 2026	Lusaka	2	US$1,100
28 to 29 Sep 2026	Kigali	2	US$1,100
5 to 6 Oct 2026	Nairobi	2	US$1,100
12 to 13 Oct 2026	Durban	2	R10,000
19 to 20 Oct 2026	Johannesburg	2	R10,000
2 to 3 Nov 2026	Mauritius	2	US$1,100
9 to 10 Nov 2026	Dubai	2	US$1,100
16 to 17 Nov 2026	Lagos	2	US$1,100
23 to 24 Nov 2026	Harare	2	US$1,100
30 Nov to 1 Dec 2026	Kampala	2	US$1,100
7 to 8 Dec 2026	Dar es Salaam	2	US$1,100
14 to 15 Dec 2026	Pretoria	2	R10,000
21 to 22 Dec 2026	Cape Town	2	R10,000

Fees are per delegate. South African venues are priced in rand; other locations and online in US dollars. Fees exclude 15% VAT where applicable. Group bookings of three or more delegates from the same organisation qualify for a reduced rate; contact us for a quotation.

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Training a whole team?

We can run Leading Customer Centric Teams and Service Culture privately for your team, on your dates and built around your own systems. Group delivery is usually more cost effective from about six delegates.

Run this in-house