This OnDemand Course contains the following lessons:

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.