ContactCare Academy

Course on customer service management

Challenge, self-development and a good mix of theory and practice are the characteristics of this energetic course, in which we focus on the person behind the ( aspiring ) team leader.

Leadership in customer service

This course lays the foundation for a leader to be able to manage a team to its full potential. The course combines a broad range of professional content with a high level of personal awareness.

Would you like to become a Team Leader? Or would you like to be more versatile in your current position by further developing your leadership skills? Then this is really something for you!

The course in short
Do you want to…
Be able to have constructive conversations with your team
Know what and why you report?
Know how others see you and what you can develop about that?
Develop yourself personally
Learn to lead as a manager in a coaching way and develop your leadership style
Grow in your current position or advance to a managerial position
Specialise as a coach or coaching leader within an organisation
Then the leadership program really suits you!
In 8 challenging days we dive into the depths of the subject, where not only theory and practice but also the team leader himself will be closely looked at.
Of course, we take into account all guidelines around Covid-19 and we provide a spacious, safe and learning-friendly learning environment in our training center in Amersfoort.

Challenge, self-development and a good mix of theory and practice are the characteristics of this energetic course, in which we focus on the person behind the (aspiring) team leader.

And let’s not forget that learning is also great fun, so the training courses are also filled with a healthy dose of humor.

Our participants:
  • Have a managing role 90% 90%
  • Are working on personal development 60% 60%
  • Have a theoretical grounding in customer service 20% 20%
  • Working to improve their customer contact 95% 95%
Focusing on yourself
You can only understand others when you have gotten to know yourself. And so, in our classes, during exercises and in written assignments, we consciously hold up a mirror to you. And when you have passed the ‘uncomfortable phase’ of this part, you will notice that you have a much better understanding of how and why people react to you. And especially: which qualities you will have to develop to get the desired reaction from others.
Together, we work on your personal power, your effectiveness, your unique selling points and on your own future: what are you moving and developing yourself towards?
After following the learning street Leadership in Customer Contact, we see the following results:
You know various communication and coaching models and are able to explain them to others
You present yourself as a leader and are therefore fully independent in your function
You can apply all learned material in your daily work
You understand the importance of good leadership in an organization and team and can explain and implement this within your own team.
You are motivated to help the team to take the next step in their development in the areas of cooperation, quality and attitude
You want to continuously work on your own development
Previous education & intake
You do not need any prior education to follow this course, but it is important that you function at a higher vocational education level, whereby life experience, work and thinking skills are just as important as a diploma.
For optimal learning results, we will contact you between the registration and the first day of training for an intake interview.
In this conversation your learning wishes and needs will be inventoried and expectations will be matched. In this way we realize an optimal cooperation and interaction.


De opleiding start twee keer per jaar in Amersfoort, in de maanden februari en september.

Location starting dates & class schedule
8 course days divided over 3 blocks
The course starts twice a year in Amersfoort, in the months of February and September.

Amersfoort 8 september 2021

8 september
29 september
13 oktober
27 oktober
10 november
24 november
november – definitieve datum n.o.t.k.
december – eindpresentatie – definitieve datum n.o.t.k.

Costs and practical information
The part-time professional training costs € 2950. (The training is exempt from VAT and as professional training it is tax deductible. Spread payment is possible in consultation.
Course material
Extensive lunch or dinner
Life changing skills and insights
The program
Part 1: the team leader themselves
Communicating effectively
Personal effectiveness
Priorities, goal setting and time management
Working independently as a Team Leader
Part 2: Indispensable skills
Compliance and GDPR
Coaching of teams
Diversity and inclusivity within your organization
Conducting assessment interviews
Bad news interviews
Conducting absence interviews
Sign me up
Romy de Roo
Chief Operating Officer
Time for a proper chat? Schedule a call.
Schedule an appointment in my calendar for an orientational meeting of about 30 minutes.
During our conversation, I am curious about your challenges and I might even be able to give you some tips. Pick a time and I will contact you.