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  • INTRODUCTION TO LEADERSHIP AND CUSTOMER SERVICE

    Programme Outline

    This course aims to develop team leadership and customer service skills that will equip you with the required knowledge and understanding to lead teams and deliver exceptional customer service in a constantly changing climate. The programme leads to Level 2 nationally recognised qualifications in Team Leading and Customer Service.

    The programme will be delivered through workshops at Tottenham Hotspur Foundation and will be mainly practical based.

    Assessment is through multi-choice papers and a workbook.

    Throughout the programme you will be developing key core competences necessary for employment:

    • How to motivate and encourage a team
    • How to make effective decisions and solve problems
    • Improve communication with colleague and customers
    • Understand customer expectations and how to meet these
    • Deliver exceptional customer service
    • How to deal with conflict when it arises

    How to apply 

    To be eligible for this free programme, you will need to be 19 years or older (as of 31/8/13) and on benefits (JSA, ESA, Universal credits etc).

    You will need to commit to the whole programme to complete the two qualifications so we are looking for dedicated individuals who want to achieve and further their career opportunities.

    For more information please contact Julius Elster at Tottenham Hotspur Foundation on 020 8365 5138

    Key Dates

    Please email julius.elster@tottenhamhotspur.com by Tuesday 10 June 2014 to register your interest

    The delivery of this programme is over 5-6 days.

    The course runs on the following dates 

    • Friday 20 June
    • Friday 27 June
    • Wednesday 2 July
    • Wednesday 9 July
    • Thursday 10 July
    • Thursday 17 July

    Key Content

    Day 1

     

    Roles and Responsibilities of a Leader

      

    Communication Skills

    Motivating the Team to Perform

     

    Practical Activities

     

     

    Day  2

     

    Dealing with Conflict and Maintaining Discipline

     

    Developing Yourself as a Team Leader

     

    Problem Solving and Decision Making

     

    Communicating with customers

     

     

    Day 3

     

    Assessments – multi-choice

      

    Practical Activities

     

    Developing the Team

     

    Understanding the customer

     

     

    Day 4

     

    Meeting customer expectations

     

    Delivery exceptional service

     

    Health and Safety – risk assessments

      

    Team Building

     

     

    Day 5

     

    Supporting the customer service environment

    Workbooks

     

    Day 6

     

    Recap, catch up and completion