Leadership Skills for Customer Service - Manitoba Customer Contact Association

Leadership Skills for Customer Service Managers

MCCA Elective Course

Course Hours:

36 hours

Course Description:

Develop innovative, effective and inspiring business leadership practices with Leadership Skills for Customer Service Managers. This course increases your communication, performance management, and trust building skills whether you are a seasoned supervisor or preparing for a leadership role. Look for strategies to develop your career path and be better equipped to make informed business decisions while building credibility with your teams.

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

  • Define the impact of  various leadership styles; 
  • Use effective leadership styles to build trust and inspire others; 
  • Demonstrate an understanding of emotional intelligence;
  • Define self-control, adaptability, empathy and positive communication skills; 
  • Incorporate new time management practices; prioritizing tasks;
  • Explain and implement the delegation process including selecting tasks and overcoming barriers to delegation;
  • Conduct phases of performance management including setting expectations while providing ongoing coaching and feedback
  • Recognize signs of engagement, disengagement and select strategies for increasing employee engagement;
  • Assess and adapt to varying communication styles;
  • Use empowering questions and strategic communication.

Manitoba Customer Contact Association:

Carmen Ferris
Manager Education & Development
Manitoba Customer Contact Association
1000 Waverley Street
Winnipeg, Manitoba
R3T 0P3
Ph: 204-975-6467
Email: [email protected]

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
Email: [email protected]

Customer Relationship Management
Operations Management 
Skills for Managing Customer Service Performance 


Back to the main Certificate in Applied Management course information

Back to our Training Solutions page

Manitoba Excellence in Customer Contact Achievement Awards
February 24, 2022


2022 Webinars: You asked - and we have answered!