Leading a Customer Service Team for the First Time


No. of mini-lessons4

ResourcesTakeaway Tasks

Duration 15'

No. of mini-lessons 4

Resources Takeaway Tasks

Course overview

Transitions can be tricky to deal with. If your employees are used to working on the frontline of customer service, suddenly having to lead can feel like a big step. After all, they’ve gone from managing just the customers’ needs, to managing everyone’s needs. 

Leading a customer service team for the first time requires a new mindset. Your new leads will still want to give your customers the best service, but the way they’ll do that has changed. Now, things like training teammates, tracking team performance, and coming up with innovative ways to improve service are their priority. This course will give them a head start on those skills.

What's covered

The shift in priorities for your new role

The skills you’ll need to be a successful customer service leader

Key steps to make a smooth transition from team member to team leader

Why your teams need this course

New roles come with new responsibilities. In this course, your team leaders, customer accounts managers, and customer executives, will learn how to identify their new priorities, the skills they’ll need to cultivate as leaders, and some steps to help them make a smooth transition.

CPD Member

Accredited by CPD

TalentLibrary is recognized as reaching the standards and benchmarks required by the Continuing Professional Development (CPD) Certification Service.

The CPD Certification Service is the world’s leading and largest independent accreditation organization for professional development courses across all industry sectors.