By purchasing this course, you will also receive a free yearly membership with the American Management Association, which will give you access to their entire on-demand library. The library consists of over 100 high-quality professional lessons, including analytical skills, AI, management and leadership, presentation skills, and much more.
Any manager overseeing a customer service team can apply these learning principles to construct and maintain a robust customer-centric strategy. Develop the ability to motivate and advance your team by implementing evidence-based coaching, feedback, and delegation methodologies.
331 Minutes of Content | 13 Comprehensive Lessons | 0.6 CEUs | 6 PMUs
This On-Demand Course Includes the Following Lessons:
- Navigating the Progressive Discipline Process
- Understand the distinction between performance management and progressive discipline, and learn how to implement progressive discipline effectively to address employee performance concerns.
- Becoming a Trusted Advisor
- Learn how to evolve your role beyond customer interaction with practical tips and tools to become your clients' trusted advisor and strategic partner.
- Developing Strategic Thinking Capabilities
- Explore the importance of strategic thinking in your organization and discover how to communicate strategic ideas effectively across all organizational levels.
- Establishing a Culture of Belonging
- Learn methods for building an inclusive environment that promotes psychological safety and a strong sense of belonging in your workplace.
- Strategies for Managing Situational Conflict
- Learn comprehensive definitions of conflict and acquire multiple strategies for effectively managing conflicts that arise in organizational contexts.
- Enhancing Team Communication and Collaboration
- Identify specific communication approaches you can leverage to strengthen team collaboration, a foundational element of customer service excellence.
- Using Feedback to Build Strong Employee Commitment
- Master the skill of delivering feedback in powerful, constructive ways to strengthen employee commitment, enhance performance, and resolve challenges with difficult team members.
- Strengthening Your Communication Skills
- Learn and apply various communication approaches and effective techniques that allow you to handle difficult and sensitive conversations with professionalism and confidence.
- Creating and Implementing a Customer-Focused Strategy
- Analyze what your customers truly want, define your customer strategy objectives, and establish a mission statement that aligns with your organization's broader vision.
- Building a Positive Motivational Climate
- Develop the knowledge and skills needed to recognize what truly motivates your individual team members and how to inspire peak performance.
- Leading with Emotional Intelligence
- Learn the importance of emotional intelligence in leadership competencies and discover how to apply emotional intelligence principles to develop productive workplace relationships.
- Effective Coaching for Performance Improvement
- Identify best practices in coaching and learn to use the AMA G.U.I.D.E. framework to structure and facilitate meaningful coaching conversations.
- Leading a Customer-Focused Team
- Acquire practical tools and strategies for cultivating a team culture where employees consistently work to meet and exceed customer expectations.
