Ivanka Menken - Customer Service Expert Level Full Certification Kit - Complete Skills, Training, and Support Steps to the Best Customer Experience by Redefining and Improving Customer Experience

The Art of Service is a successful training and education company that has been involved with the customer service industry since 1998.
Our primary goal is to provide the quality education and support materials needed to enable the understanding and application of Customer Service in a wide range of contexts.
This comprehensive Expert level book is designed to complement the Customer Service Intermediate eLearning programs provided by The Art of Service. These interactive and engaging online programs use a combination of narrated presentations and exercises to enhance your knowledge and understanding during the learning experience.
We hope you find this book to be a useful tool in your educational library and wish you well in your Customer Service career!
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1 FOREWORD ...................................................................................................................... 1

TABLE OF CONTENTS................................................................................................................. 4

2 HOW DOES THE CERTIFICATION KIT WORK? ..................................................................... 6

2.1 E L EARN C OMPONENT .......................................................................................................... 7

2.2 T HE C USTOMER S ERVICE E XPERT A SSESSMENT ........................................................................ 7

3 INTRODUCTION .............................................................................................................. 10

4 THE ABCS OF SUPERVISING OTHERS ............................................................................... 13

4.1 M AKING THE T RANSITION .................................................................................................. 16

4.2 T IPS FOR L EARNING THE R OPES Q UICKLY .............................................................................. 18

4.3 A LPHA L EADERS ............................................................................................................... 29

5 TEAM BUILDING ............................................................................................................. 31

5.1 O RGANIZATIONAL S HIFTS ................................................................................................... 32

5.2 T YPES OF T EAMS .............................................................................................................. 36

5.3 D EFINING A T EAM ............................................................................................................ 38

5.4 T EAM N ORMS ................................................................................................................. 39

5.5 B ECKHART ' S A CTIVITIES ..................................................................................................... 42

5.6 M ANAGING T EAM C ONFLICT .............................................................................................. 46

5.6.1 Types of Conflict ...................................................................................................... 46

5.6.2 Team Member Preparation..................................................................................... 49

5.6.3 Team Leader's Role in Managing Conflict ............................................................... 50

6 LEARNING TO BE A LEADER ............................................................................................ 54

6.1 W HAT IS A L EARNING O RGANIZATION ? ................................................................................ 55

6.2 A RE YOU A L IFELONG L EARNER ?.......................................................................................... 57

6.3 F IVE D ISCIPLINES .............................................................................................................. 60

6.3.1 Discipline 1: Personal Mastery ................................................................................ 60

6.3.2 Discipline 2: Mental Models.................................................................................... 68

6.3.3 Strategies for Working with Mental Models........................................................... 69

6.3.4 Discipline 3: Shared Vision ...................................................................................... 73

6.3.5 Discipline 4: Team Learning .................................................................................... 79

6.3.6 Discipline 5: Systems Thinking ................................................................................ 83

7 COACHING CUSTOMER SERVICE STAFF ........................................................................... 87

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7.1.1 Defining Coaching - Two Schools ........................................................................... 88