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.
Tips for Managing the Progressive Discipline Process NEW!
Learn the difference between performance management and progressive discipline, and how to use a progressive discipline process to effectively navigate employee performance challenges.
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.
Becoming a Strategic Thinker NEW!
Learn the value of strategic thinking and how to share strategic ideas across the organization.
Creating a Culture of Belonging NEW!
Learn to create an environment of belongingness to foster a culture of psychological safety at work.
Strategies for Managing Situational Conflict NEW!
Learn how to define conflict and acquire strategies to manage conflicts within an organization.
Enhancing Collaborative Communication
Identify communication techniques that you can use to improve team collaboration, a crucial component of customer service success.
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.
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.
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.
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.
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.
Coaching for Performance
Identify effective coaching practices and use the AMA G.U.I.D.E. to plan and manage a coaching conversation.
Leading a Customer-Focused Team
Acquire tools and tactics for creating a team culture in which employees strive to meet and exceed customer expectations.