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.
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Progressive Discipline in Performance Management NEW!
Learn the difference between performance management and progressive discipline, and how to use a progressive discipline process to effectively navigate employee performance challenges.
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Becoming a Trusted Advisor NEW!
Learn how to become more than a customer-facing representative with tips and tools to allow you to transition into being your clients' trusted advisor.
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Becoming a Strategic Thinker NEW!
Learn the value of strategic thinking and how to share strategic ideas across the organization.
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Creating a Culture of Belonging NEW!
Learn to create an environment of belongingness to foster a culture of psychological safety at work.
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Strategies for Managing Situational Conflict NEW!
Learn how to define conflict and acquire strategies to manage conflicts within an organization.
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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.