Customer Service Manager Training (OnDemand)

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.