Skills for Managing Customer Service Performance - Manitoba Customer Contact Association

Skills for Managing Customer Service Performance 

MCCA Elective Course

Course Hours:

36 hours

Course Description:

Skills for Managing Customer Service Performance will ensure that you have the tools required to create a healthy environment and manage the ongoing performance of your team. Learn to communicate expectations effectively, resolve conflicts and coach for performance.  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; 
  • Implement  conflict resolution strategies 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; 
  • Define the legal aspects of termination.

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 
Leadership Skills for Customer Service Managers 

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