Customer Service Manager Training

By applying the concepts in these learning assets, any manager of a customer service team can build and sustain an effective customer-focused strategy. Learn to motivate and develop your team by utilizing proven coaching, feedback and delegation techniques.

This OnDemand Course contains the following lessons:

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  Enhancing Collaborative Communication

  Identify communication techniques that you can use to improve team collaboration, a crucial component of customer service success.

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  Leveraging Feedback to Strengthen Employee Commitment

  Learn to give feedback in a powerful way in order to strengthen commitment, improve performance and resolve problems with difficult employees.

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  Enhancing Communication Skills

  Discover and apply different communication styles and effective communication techniques so you can have difficult or sensitive conversations effectively and with confidence.

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  Building a Customer-Focused Strategy

  Analyze what your customer wants from you and define the objectives of your customer strategy so you can create a mission statement aligned with the company’s vision.

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  Creating a Motivational Climate

  Build the knowledge and skills you need to understand what motivations will really drive the performance of your individual team members.

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  Leading with Emotional Intelligence in the Workplace

  Learn about the relevance of emotional intelligence to leadership competencies and discover how to apply EI principles to foster productive workplace relationships.

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  Coaching for Performance

  Identify effective coaching practices and use the AMA G.U.I.D.E. to plan and manage a coaching conversation.

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  Leading a Customer-Focused Team

  Acquire tools and tactics for creating a team culture in which employees strive to meet and exceed customer expectations.