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.
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Manitoba Customer Contact Association: Carmen Ferris |
University of Manitoba: Student Information Services (SIS) |
Customer Relationship Management
Operations Management
Skills for Managing Customer Service Performance
Back to the main Certificate in Applied Management course information
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