Team Effectiveness

This course is part of Microsoft Customer Service (with AI) Professional Certificate

Instructor: Microsoft

Access provided by Skills Development Fund

9 modules

Gain insight into a topic and learn the fundamentals.

Beginner level

Recommended experience

7 hours to complete

Flexible schedule

Learn at your own pace

9 modules

Gain insight into a topic and learn the fundamentals.

Beginner level

Recommended experience

7 hours to complete

Flexible schedule

Learn at your own pace

What you'll learn

Streamline customer service shift handoffs and design clear communication workflows to maintain daily operational continuity.
Implement structured feedback loops, document development outcomes, and establish accountability within support environments.
Interpret daily operational data and dashboard metrics to enhance leadership awareness and drive day-to-day decision support.
Execute critical support activities, including customer onboarding tracking, performance reporting, and team management.

Details to know

Shareable certificate

Add to your LinkedIn profile

Assessments

22 assignments¹

AI Graded see disclaimer

Taught in English

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Build your Business Essentials expertise

This course is part of the Microsoft Customer Service (with AI) Professional Certificate

When you enroll in this course, you'll also be enrolled in this Professional Certificate.

Learn new concepts from industry experts
Gain a foundational understanding of a subject or tool
Develop job-relevant skills with hands-on projects
Earn a shareable career certificate from Microsoft

There are 9 modules in this course

Strengthen team collaboration and performance within customer service environments. In this course, you will develop skills to manage smooth shift handoffs, deliver structured peer feedback, compile daily performance reports, and support customers' onboarding processes. You will learn to interpret service metrics, document feedback outcomes, and create communication workflows that improve accountability and service continuity. Using CRM data, dashboards, and AI-assisted reporting tools, you will translate operational insights into actionable team recommendations. Through applied exercises and a team effectiveness project, you will design collaboration strategies that enhance service quality and measurable performance outcomes. By the end of this course, you will be able to contribute to team-based service delivery with confidence, clarity, and data-informed decision support.

Outlines best practices for communicating critical information during shift transitions, covering handoff documentation, verbal handoff techniques, and methods for confirming that information transferred accurately between outgoing and incoming shifts. Module Learning Objectives: Apply structured handoff communication techniques to ensure critical information is accurately conveyed and confirmed during shift transitions.

What's included

2 videos1 reading2 assignments

Instructs participants on utilizing team feedback for ongoing process improvements.

What's included

2 videos1 reading3 assignments

Covers effective strategies for delivering feedback in a professional environment.

What's included

1 video1 reading2 assignments

Focuses on recording feedback and using this information to guide team development. Module Learning Objectives: Document feedback sessions and track outcomes to ensure continual growth.