Demonstrate Customer Focus as an Emerging Leader – Learning Guide

Author(s): Claire Sears, Michelle Courneyea, Jason Chen

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This guide enables emerging leaders to:

  • Keep customers a top priority in their role while balancing organizational needs.
  • Assess customer needs and identify solutions.
  • Establish credibility and build trust with customers.
  • Use effective communication techniques to support customers.
  • Navigate challenging customer service situations.
  • Inspire colleagues and other team members to adopt a customer focus.

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