Home Programmes Leadership & Management

YA-LM-034

Leadership for Customer-Facing Teams

Online

A 5-day executive programme focused on coaching frontline teams, improving customer interactions, and sustaining service standards for frontline managers, branch leaders, and custo.

Duration

5 Days

Language

English

Location

Doha, Qatar

Price

EUR 3,150

Type

Online Live Instructor-Led

Certificate

Available

Leadership for Customer-Facing Teams course hero image

Next Available Date

28 Mar 2027

Venue Context

Qatar

Professional Audience

Leadership & Management

Upcoming Dates & Venues

Choose the most suitable schedule near the top of the journey.

1 Date

Seminar Content

Clear executive content, practical outcomes, and a focused learning path.

This programme develops practical capability in coaching frontline teams, improving customer interactions, and sustaining service standards through a structured learning journey that strengthens performance targets, manager coaching, and accountability routines.

Designed for frontline managers, branch leaders, and customer service heads, the course combines expert-led instruction, case discussion, applied tools, and implementation planning so delegates can return to work with clear leadership actions and measurable management improvements.

Gain a sharper working understanding of customer team leadership and where it affects performance, risk, or service quality.
Practise the subject through realistic cases, focused discussion, and practical tools.
Improve confidence in decisions, communication, and implementation around the topic.
Leave with practical actions that can be adapted for teams, departments, projects, or client-facing work.

Strengthen professional capability in performance targets within the context of coaching frontline teams, improving customer inter.
Apply practical methods for manager coaching and stronger day-to-day management decisions.
Improve team effectiveness through accountability routines and clearer leadership expectations.
Translate learning into an actionable plan for review conversations in the participant's organisation.
Prepare a focused action plan for applying the learning after the programme.

Frontline managers, branch leaders, and customer service heads.
Department heads and managers responsible for people, performance, and service outcomes.
HR, learning, and organisational development professionals supporting management capability.
High-potential professionals preparing for broader leadership responsibility.

The programme uses facilitator-led discussion, practical frameworks, peer exchange, scenario work, and structured action planning to build confidence in performance targets, manager coaching, accountability routines, and review conversation.

Use structured tools to manage performance targets with greater consistency and confidence.
Evaluate workplace challenges and respond using practical approaches to manager coaching.
Lead communication, engagement, and implementation activity that supports accountability routines.
Produce a practical leadership action plan linked to review conversations and operational priorities.
Contribute more confidently to implementation, review, and continuous improvement.

Delegates complete a pre-course needs review, facilitator observation during exercises, short knowledge checks, and a final implementation plan linked to coaching frontline teams, improving customer interactions, and sustaining service standards.

Participants who complete the full programme receive the Certificate of Attendance issued by York British Academy.

Competency

Strengthen professional capability in performance targets within the context of coaching frontline teams, improving cust...

Competency

Apply practical methods for manager coaching and stronger day-to-day management decisions.

Competency

Improve team effectiveness through accountability routines and clearer leadership expectations.

Competency

Translate learning into an actionable plan for review conversations in the participant's organisation.

Detailed Outline by Day

Day-by-day learning path with practical executive application.

5 days

Day 01

Day 1: Performance Targets And Executive Context

Core Module

The opening core module establishes a practical starting point for performance targets and executive context within Leadership for Customer-Facing Teams. The facilitator introduces the key questions, boundaries and leadership choices before participants map the realities of their own operating environment.
Individual reflection is followed by a structured discussion that distinguishes symptoms from underlying issues. Participants compare priorities, stakeholder expectations and available evidence, then create a concise leadership context map.
The emphasis is on building a common language and a clear foundation for the work that follows, while helping each participant set direction, engage colleagues and improve team performance.

Day 02

Day 2: Manager Coaching Tools And Leadership Decisions

Applied Workshop

This applied workshop is run as a decision clinic. Participants receive short, contrasting evidence packs related to manager coaching tools and leadership decisions and work in small groups to identify what is known, uncertain and material to the decision.
They apply explicit criteria, challenge assumptions and compare the consequences of different courses of action. The facilitator uses debrief questions to draw out governance, timing and communication considerations.
Participants leave with a decision rationale with clear criteria, strengthening their ability to set direction, engage colleagues and improve team performance without relying on a single prescribed answer.

Day 03

Day 3: Accountability Routines

Practical Lab

This practical lab uses paired rehearsal and observer feedback to develop accountability routines. Participants rotate through realistic roles, test language and responses, and receive evidence-based feedback on clarity, listening and follow-through.
The facilitator pauses the activity at key moments to examine alternative interventions and their likely effect on colleagues. Each participant revises their approach and records a practical conversation or action script.
The session makes the learning visible and usable, so that participants can set direction, engage colleagues and improve team performance with greater confidence in real conversations.

Day 04

Day 4: Review Conversations And Performance Integration

Assessment Session

Participants investigate review conversations and performance integration through a structured workplace case rather than a lecture. The case contains incomplete information, competing interests and practical constraints, requiring groups to identify causes, assess risks and choose appropriate interventions.
They present their reasoning, receive challenge from peers and refine the response using the facilitator's guidance. Discussion focuses on the impact of leadership choices on people, delivery and control.
The work produces a case response with risks and next steps and gives participants a disciplined way to set direction, engage colleagues and improve team performance when issues are complex or contested.

Day 05

Day 5: Workplace Action Planning and Implementation

Integration Workshop

The final Integration Workshop integrates workplace action planning and implementation with the programme's wider learning. Participants develop a concise workplace proposal that connects their intended actions, leadership rationale, stakeholder approach and measures of progress.
They receive targeted peer and facilitator feedback, revise the proposal and identify the first conversations needed after the programme. The session closes with a final leadership application plan.
This is not a theoretical recap: it is a structured opportunity to demonstrate how participants will set direction, engage colleagues and improve team performance through a credible, evidence-based plan.

Why Choose This Course

Practical training value made more visible.

Benefit

Practical business application

Benefit

Expert-led delivery

Benefit

International venue options

Benefit

Certificate of completion

Benefit

Suitable for corporate teams

Benefit

Available online or classroom

Trainers & Experts

Executive faculty currently linked to this programme.

All Trainers

Faculty

Rachel Whitmore

Executive Faculty Member

Performance and People Development Strategist

Rachel Whitmore leads executive learning engagements for York British Academy with a focus on Management Performance & Talent Development.

Management Performance & Talent Development Academic Delivery

Faculty

Priya Raman

Executive Faculty Member

Change Leadership Consultant

Priya Raman leads executive learning engagements for York British Academy with a focus on Change Management & Organisational Culture.

Change Management & Organisational Culture Academic Delivery

Registration Workflow

Continue to the dedicated York British Academy registration page.

Pricing preview

The registration page previews delegate totals, configured group discounts, available coupon validation, and selected billing type before submission.

For teams and sponsors

Add multiple participants and provide company billing details. For bank transfer bookings, invoice and confirmation documents are issued after submission.

Next Step

Open the full registration workflow

Select the preferred session, add delegates, check any coupon code, choose individual or company billing, and receive downloadable confirmation and invoice documents after submission when generated.

Frequently Asked Questions

Short answers for delegates and sponsors.

Who is this course designed for? +

This programme is designed for professionals, managers, specialists, and organisational teams who need practical capability in leadership & management.

What will I learn? +

Participants develop practical understanding, applied tools, and workplace actions connected to Leadership for Customer-Facing Teams.

Is this course available online or in person? +

Delivery is shown on the course schedule. York British Academy supports Online Live Instructor-Led depending on the active programme record.

Can this course be delivered in-house? +

Organisations can request a proposal for private or in-house delivery when the programme needs to be adapted for a team, department, or cohort.

Is a certificate provided? +

Participants receive a York British Academy certificate or attendance record when the programme and eligibility requirements are completed.

How can my organisation request a proposal? +

Use the Request Proposal option on the course page or contact York British Academy with the required topic, location, delivery mode, and participant profile.

Quick Course Facts