💼 RealPlay Module: Command Performance – Leading High-Impact Customer Service Teams
- Description
- Curriculum
- Reviews
In today’s fast-paced customer service environments, team leads are expected to deliver high performance, drive customer satisfaction, and manage diverse agent teams—often with little formal leadership training. This RealPlay Module is a scenario-driven course that equips customer service team leads with the tools, confidence, and leadership mindset to manage, coach, and inspire frontline service teams.
Through realistic workplace scenarios, strategic reflection, and action-focused practice, participants will learn how to lead teams with clarity, develop agent performance, and handle challenges such as low morale, underperformance, and conflict. The course empowers team leads to drive measurable service improvements while fostering a culture of accountability, engagement, and customer-first thinking.
Who Should Take This Course?
This course is ideal for:
-
Newly appointed Customer Service Team Leads
Those who need foundational leadership skills to manage teams effectively and achieve performance goals. -
Current Team Leads seeking professional development
Looking to enhance their leadership impact, improve coaching effectiveness, and strengthen team performance. -
Supervisors or Managers of Customer Service Teams
Who want to understand best practices in team leadership and support their leads with practical tools. -
Customer Service Trainers / L&D Professionals
Responsible for training and developing team leaders within service-focused organizations.
Skill Gaps Addressed
This course addresses key leadership gaps that commonly affect service team performance:
-
Leadership Confidence Gap
-
Many team leads are promoted from agent roles without formal training and struggle with assertive, clear leadership.
-
-
Performance Management Gap
-
Lack of skills in setting goals, managing KPIs, and coaching for improvement leads to inconsistent service outcomes.
-
-
Coaching and Feedback Gap
-
Supervisory roles often default to oversight rather than proactive coaching, missing growth opportunities.
-
-
Conflict Resolution Gap
-
Leads may avoid or mishandle interpersonal conflicts, which disrupt team cohesion and morale.
-
-
Engagement and Motivation Gap
-
Teams often lack motivation due to poor recognition, unclear expectations, and disengaged leadership.
-
-
Strategic Thinking Gap
-
Many leads struggle to connect daily tasks to business goals or customer experience strategies, leading to misaligned efforts.
-
-
1
RealPlay ScenarioIndustry: E-Commerce
Location Context: Kenya
Module Level: Intermediate
Duration: 25-35 minutesCustomer service team leads are the critical link between frontline agents and service excellence. However, many leaders lack formal training, resulting in poor team coordination, low morale, and missed performance targets. This RealPlay Module is designed to empower team leads with the mindset, tools, and leadership behaviors needed to inspire, manage, and elevate customer service teams.
Through realistic scenarios, reflection, and action-focused learning, team leads will acquire practical skills to drive productivity, maintain high-quality service, and foster an empowered service culture.
Learning Objectives
By completing this RealPlay Module, participants will be able to:
-
Lead and manage customer service teams with clarity and purpose.
-
Set clear performance expectations and align team goals with service KPIs.
-
Apply coaching techniques to develop agent performance.
-
Foster a culture of accountability, engagement, and continuous improvement.
-
Handle leadership challenges, including conflict, low performance, and motivation gaps.
Expected Outcome and Impact
For the Team Lead:
-
Enhanced leadership confidence and decision-making ability.
-
Improved ability to coach, engage, and manage diverse team members.
-
Stronger skills in aligning team output with service targets.
-
Recognition as a reliable, performance-driven leader.
For the Team:
-
Higher morale and job satisfaction through effective leadership.
-
Improved service delivery, responsiveness, and customer satisfaction.
-
Clear expectations, consistent feedback, and growth opportunities.
-
A cohesive, accountable, and motivated service team.
-
-
2
📝 RealPlay Assessment – Command Performance – Leading High-Impact Customer Service TeamsChoose the best answer for each question. Each question tests knowledge, application, or judgment based on the course content. Each question includes 4 choices, the correct answer, and a brief explanation.
