Equips Service Managers with the skills necessary to effectively manage the challenges of the most complex service organisations
Service Manager


The Service Manager training is designed for both experienced and new Service Managers that provide management to local (country level) service teams and are responsible for customer satisfaction, service revenue and costs in their region. The training equips Service Managers with the required competencies to implement a service strategy, manage and engage a service team and ensure that everyone is equipped with the right competencies to deliver high-quality services and manage customer expectations.

The practical tools and exercises in the training will improve the Service Manager’s ability to lead the service team and ensure they deliver superior customer experiences and an outstanding business performance.

Objectives of the training

In this training participants will learn more about the definition and purpose of the Service Manager role, and the required competencies to fulfil this role successfully.

After this training, participants will be able to:

  • Lead the service team in a motivating way to drive desired behaviour
  • Manage changes to continuously drive team performance
  • Understand the similarities and differences of field service and support centre services and how to drive performance of both teams
  • Set up a service sales model and ensure that the whole service team contributes to the generation and closure of service sales opportunities
  • Deal with customer escalations and develop a working relationship with customers as a manager
  • Calculate typical service organisation metrics and analyse metrics to spot performance improvement opportunities
  • Prepare and monitor the budget of a service organisation

Training outline

The training consists of the following modules:

  • Analytical skills
  • How to use performance management
  • How to prepare and use a budget
  • Coach, evaluate and manage from a distance
  • Leading the service organisation
  • Engage people in a change
  • Service Sales models
  • Service Knowledge
  • Implementing service strategies
  • Communicate with customers and colleagues
  • Customer and escalation management
  • Why customer experience is important
  • How to develop conceptual thinking

Training Features

Language: English (other languages upon request)

Price: Online Self-Paced: € 1,950

Online Coach-led: € 2,950

In-house: On-request

Duration: +/- 30 hours of self-learning that can be spread over one year

For whom: new and experienced Service Managers

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