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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![Enhancing Communication Skills Progressive_Discipline_in_Performance_Management_(1)](/assets/1/6/Progressive_Discipline_in_Performance_Management_(1).png)
Tips for Managing the Progressive Discipline Process
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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![Leading a Customer-Focused Team Becoming_a_Trusted_Advisor](/assets/1/6/Becoming_a_Trusted_Advisor.png)
Becoming a Trusted Advisor
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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![Leading a Customer-Focused Team Becoming_a_Strategic_Thinker_-OnDemand_Lesson_(1)](/assets/1/6/Becoming_a_Strategic_Thinker_-OnDemand_Lesson_(1).png)
Becoming a Strategic Thinker
Learn the value of strategic thinking and how to share strategic ideas across the organization.
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![Leading a Customer-Focused Team Creating_a_Culture_of_Belonging-OnDemand_Lesson_(1)](/assets/1/6/Creating_a_Culture_of_Belonging-OnDemand_Lesson_(1).png)
Creating a Culture of Belonging
Learn to create an environment of belongingness to foster a culture of psychological safety at work.
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![Leading a Customer-Focused Team Strategies_for_Managing_Situational_Conflict-OnDemand_Lesson_](/assets/1/6/Strategies_for_Managing_Situational_Conflict-OnDemand_Lesson_.png)
Strategies for Managing Situational Conflict
Learn how to define conflict and acquire strategies to manage conflicts within an organization.
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![Enhancing Collaborative Communication Enhancing Collaborative Communication](/assets/1/6/dg002-enhancing-collaborative-communication-371016464.jpg)
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 Leveraging Feedback to Strengthen Employee Commitment](/assets/1/6/dg002-leveraging-feedback-to-strengthen-employee-commitment-752463637.jpg)
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 Enhancing Communication Skills](/assets/1/6/dg002-enhancing-communication-skill-381098788.jpg)
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 Building a Customer-Focused Strategy](/assets/1/6/dg002-building-a-customer-focused-strategy-424873711.jpg)
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 Creating a Motivational Climate](/assets/1/6/dg002-creating-a-motivational-climate-400847059.jpg)
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 Leading with Emotional Intelligence in the Workplace](/assets/1/6/dg002-leading-with-emotional-intelligence-in-workplace-342217274.jpg)
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 Coaching for Performance](/assets/1/6/dg002-coaching-for-performance-407349148.jpg)
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 Leading a Customer-Focused Team](/assets/1/6/dg002-leading-a-customer-focused-team-170372060.jpg)
Leading a Customer-Focused Team
Acquire tools and tactics for creating a team culture in which employees strive to meet and exceed customer expectations.