Skills for Managing Customer Service Performance - Manitoba Customer Contact Association

Skills for Managing Customer Service Performance 

MCCA Elective Course

January 17 to March 21, 2018

Course name:
Skills for Managing Customer Service Performance

Course Hours:
36 hours

Course Description:
Skills for Managing Customer Service Performance will ensure that you have the skills required to create a healthy environment and manage the ongoing performance of your direct reports. This course includes managing the termination of employees should this become a necessity.

Course Objectives:
Upon completion of the course, students will be able to:

  • Maintain a healthy environment to maximize investment in employees by being proactive; 
  • Communicate expectations to employees and hold them accountable; 
  • Use methods to diagnose the root cause of poor performance; 
  • Understand conflict resolution and apply it to address performance issues; 
  • Communicate with purpose to maintain a positive and productive work environment; 
  • Use SMART goals to coach for performance improvement; 
  • Complete necessary documentation from verbal warning to termination; 
  • Understand the legal aspects of termination.

Manitoba Customer Contact Association:

Carmen Ferris
Manager – Education and Development
Manitoba Customer Contact Association
1000 Waverley Street,
Winnipeg, Manitoba
R3T 0P3
Ph: 204-975-6467

University of Manitoba:

Student Information Services (SIS)
Extended Education
185 Extended Education Complex
University of Manitoba,
Winnipeg, MB R3T 2N2 Canada
Phone: 204-474-8800
Toll Free: 1-888-216-7011
Fax: 204-474-7661

Back to the main Certificate in Applied Management course information

Customer Relationship Management
Operations Management 
Leadership Skills for Customer Service Managers 
Technology Applications for Customer Service Enhancements 

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