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Manager’s Toolbox

The Lost Art of Servant Leadership

8 Productivity Tools to Keep Managers in Focus

How to Respond to Employees’ Questions: Teach, Tell or Ask

I’d Like to Welcome You to the Company

How to Most Effectively Handle Staff Layoffs

Improve Your School Through Leadership

What Are Your Organization’s DREAMS?

12 Steps to Get Started with KPIs

ABC’s Of Leadership – L Is For Loyalty

The Difference Between Instrumental and Integrative Motivation

ABC’s of Leadership – E Is For Empower, Encourage, and Energize

How to Communicate Better with People at a Distance

How to Hire a Resilient and Sustainable Workforce

Empathy: A Key Management Skill

Managing Difficult Employees: 5 Tips to Improve a Toxic Workplace

4 Reasons Why Teamwork Makes the Dream Work

Respect & Courtesy: Finding Out What They Mean to Customers and Companies

The ABCs of Dealing With Difficult People

5 Ways To Create a Powerful Cohesive Team

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Customer Connect Expo 2025
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Latest Articles

  • Three Ways to Modernize Customer Experience (CX) with AI-Powered Omnichannel Service
  • How Customer Service Managers Can Measure CX and VOC
  • Transform Customer Experience by Centralizing Operations in the Cloud
  • Proactive Holiday Customer Service: 5 Ways To Show Customers You Care
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Customer Service News

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  • Kustomer Unveils AI Assistants to Simplify Complex CX Logic
  • UJET Acquires Spiral to Boost AI-Powered CX Insights and Analytics

Knowledge Base

  • How Satisfied Are Customers With Amazon?
  • Six Practical Ways Co-Browsing Helps Support Teams Deliver Outstanding Customer Experiences
  • 5 Ways Small Business Loan Providers Can Elevate Their Customer Service
  • Investing in Employee Training: 9 Long-Term Benefits for Businesses
  • Employee well-being: The new cornerstone of exceptional customer service

Manager’s Toolbox

  • What are the 7 Rs of Logistics?
  • What Are Whittington’s Four Perspectives of Strategic Management?
  • What are the Five Stages of Team Development and Performance?
  • What are the Ten Principles of Reinvention?
  • What Are The Clarkson Principles of Stakeholder Management?

About CSM

Customer Service Manager (CSM) is the leading resource for Customer Service Managers and professionals. With more than 20,000 members in 57 countries, we are dedicated to helping improve customer service worldwide!
ian-miller-proCSM is edited by Ian Miller. Please contact us with your comments, questions or suggestions.

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