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CERTIFIED CUSTOMER HAPPINESS LEADER

Lead With Heart. Lead With Standards. Lead a Team Worth Staying For.

A 13-module certification for CX managers, team leads, and directors. Real frameworks for hiring, coaching, hard conversations, and building a team that stays. Built from a career that scaled one team from 5 agents to over 100.

Get Certified Today — $697
Angel Brockbank, Founder of Queens of CX

Nobody Taught You How to Lead. You Were Just Promoted Into It.

A great agent quietly starts job hunting because no one ever asked what she wanted for her career.

A hard conversation gets avoided for six months, until it turns into a resignation letter.

A new manager was promoted for being a great agent, and was never taught how to actually lead.

Angel Brockbank

Built by Someone Who Actually Led the Team

I am Angel Brockbank, founder of Queens of CX. I spent 20 years in direct sales and 14 years leading customer experience teams, including scaling one support team from five agents to over one hundred during one of the wildest growth seasons a company can go through.

This certification is not theory. It is the HEART framework I built and refined leading real teams, through real hiring mistakes, real hard conversations, and real seasons of growth. It is what got my agents to stay four and five years in what is technically an entry-level role.

Everything in this course has been tested leading a real team, under real pressure, with real people's careers on the line.

Everything Included in Your Certification

Modules 1-2: The Foundation of Leadership
The HEART framework, kindness as strategy, and heart AND standards, not heart or standards.
$247 value

Modules 3-5: Building the Team
Hiring with heart, the Six Questions framework, the Accordion Team Model, and training that sticks.
$397 value

Modules 6-8: Leading Without Micromanaging
Productivity without hovering, leading remote teams, and recognition that actually drives behavior.
$347 value

Modules 9-11: The Hard Conversations
1:1s that actually work, conflict and drama, improvement plans, and firing with grace.
$397 value

Modules 12-13: Leading Up and Leading Forward
Working with executives, proactive retention, and the future of CX leadership.
$247 value

Capstone Assessment + Portfolio + CCHL Credential
A real 42-question assessment, a reflection portfolio, and the certificate itself.
$247 value

Total Value: $1,882   Your Price Today: $697

Get Certified Today — $697

The Full Curriculum

13 modules, five parts, one credential.

The HEART of Leadership for CX Teams

  1. Start Here

    3 lessons
    1. Welcome to The HEART of Leadership
    2. Course Map
    3. How This Course Works

  2. Module 1 — The HEART of Leadership

    7 lessons
    1. Lesson 1: Kindness Is the Secret Strategy of High-Performing Teams
    2. Lesson 2: You Are the Culture Amplifier
    3. Lesson 3: The HEART Framework
    4. Lesson 4: Heart AND Standards, Not Heart OR Standards
    5. Lesson 5: The Four Leadership Lenses
    6. Practice: Module Activities
    7. Quiz: Module 1

  3. Module 2 — The Coach-Player Relationship

    7 lessons
    1. Lesson 1: Servant Leadership, What It Actually Means
    2. Lesson 2: Radical Candor in Depth
    3. Lesson 3: The Coach, Not the Boss
    4. Lesson 4: Transparency and Honesty as Leadership Tools
    5. Lesson 5: How to Win Friends and Influence Your Team
    6. Practice: Module Activities
    7. Quiz: Module 2

  4. Module 3 — Hiring With Heart

    7 lessons
    1. Lesson 1: Hire Character. Train Skill.
    2. Lesson 2: The Six Questions That Reveal Character
    3. Lesson 3: The Meta-Skill, Listening for What She Reveals Without Meaning To
    4. Lesson 4: The 90-Day Seasonal Trial
    5. Lesson 5: Your Customers Are Your Best Recruiting Pipeline
    6. Practice: Module Activities
    7. Quiz: Module 3

  5. Module 4 — The Accordion Team Model

    7 lessons
    1. Lesson 1: Why Full-Time Rigid Teams Break
    2. Lesson 2: The Part-Time-First Principle
    3. Lesson 3: The Reserve Team
    4. Lesson 4: Leadership Ratios and Team Pods
    5. Lesson 5: The Capacity Math
    6. Practice: Module Activities
    7. Quiz: Module 4

  6. Module 5 — Training That Sticks

    7 lessons
    1. Lesson 1: Why Most Training Fails
    2. Lesson 2: The 30 60 90 Framework
    3. Lesson 3: The 8-Week Ramp and Why It Matters
    4. Lesson 4: The Retraining Discipline
    5. Lesson 5: Building a Culture of Ongoing Training
    6. Practice: Module Activities
    7. Quiz: Module 5

  7. Module 6 — Productivity Without Micromanagement

    8 lessons
    1. Lesson 1: Why Micromanagement Kills Great Teams
    2. Lesson 2: The Two Questions Underneath Every Behavior
    3. Lesson 3: Checking the Engine
    4. Lesson 4: Metrics That Inspire, Not Intimidate
    5. Lesson 5: Coaching Conversations That Empower
    6. Lesson 6: Weekly Rhythms of Accountability and Celebration
    7. Practice: Module Activities
    8. Quiz: Module 6

  8. Module 7 — Leading Remote Teams

    7 lessons
    1. Lesson 1: What Remote Actually Gets You
    2. Lesson 2: What Remote Actually Breaks
    3. Lesson 3: Why Hybrid Is Almost Always Harder Than Either
    4. Lesson 4: The Rituals That Keep Remote Warm
    5. Lesson 5: Productivity and Accountability From a Distance
    6. Practice: Module Activities
    7. Quiz: Module 7

  9. Module 8 — Recognition That Drives Behavior Change

    7 lessons
    1. Lesson 1: Why Recognition Beats Bonuses
    2. Lesson 2: HeyTaco and the Public Recognition Habit
    3. Lesson 3: Named Recognition on Team Calls
    4. Lesson 4: The Contest Philosophy That Actually Motivates
    5. Lesson 5: The Direct Sales Mindset, Bringing It Into Any Team
    6. Practice: Module Activities
    7. Quiz: Module 8

  10. Module 9 — 1:1s That Actually Work

    7 lessons
    1. Lesson 1: The 1:1 Is Not a Status Update
    2. Lesson 2: The Structure I Use
    3. Lesson 3: Points of Care
    4. Lesson 4: When Someone Is Struggling
    5. Lesson 5: Growth Conversations
    6. Practice: Module Activities
    7. Quiz: Module 9

  11. Module 10 — Conflict, Drama, and Difficult Conversations

    8 lessons
    1. Lesson 1: Stay Calm. Get Every Perspective. Act Wisely.
    2. Lesson 2: The Squeaky Wheel Rule
    3. Lesson 3: Protect Reputations, Get Their Back
    4. Lesson 4: The Crabs in a Bucket Problem
    5. Lesson 5: When Drama Belongs Outside of Work
    6. Lesson 6: The Gossip and Gathering Problem
    7. Practice: Module Activities
    8. Quiz: Module 10

  12. Module 11 — Improvement Plans, Firing With Grace, and Keeping Who You Have

    8 lessons
    1. Lesson 1: The Diagnostic, What Sudden Decline Actually Means
    2. Lesson 2: The Anatomy of an Improvement Plan That Works
    3. Lesson 3: The Mary Story, What One Wrong Number Cost Us
    4. Lesson 4: The Follow-Through
    5. Lesson 5: Firing With Grace
    6. Lesson 6: Why Keeping the Team You Have Is Almost Always Better
    7. Practice: Module Activities
    8. Quiz: Module 11

  13. Module 12 — Working With Executives and Cross-Team Collaboration

    7 lessons
    1. Lesson 1: The Executive Language
    2. Lesson 2: The Weekly Report
    3. Lesson 3: Situation, Impact, Next Step
    4. Lesson 4: You Are the Voice of the Customer
    5. Lesson 5: Growing People Beyond Your Team
    6. Practice: Module Activities
    7. Quiz: Module 12

  14. Module 13 — Proactive Retention and the Future of CX

    8 lessons
    1. Lesson 1: Reactive Support Is Not Enough
    2. Lesson 2: The Between-Purchase Outreach Program
    3. Lesson 3: The Failed Payment Recovery Program
    4. Lesson 4: Designing Proactive Programs
    5. Lesson 5: AI as Co-Pilot, Not Replacement
    6. Lesson 6: Staying Customer-Obsessed
    7. Practice: Module Activities
    8. Quiz: Module 13

  15. Closing Assessments

    3 lessons
    1. Capstone Assessment
    2. Reflection Portfolio
    3. Earning Your Credential

The Results This Leadership Method Has Actually Produced

5 → 100+

Agents scaled on one support team

4-5 years

Average entry-level agent retention

20+

Agents helped grow into other departments

15 years

Leading remote CX teams

Try It Risk-Free for 14 Days

Go through the first two modules. Apply the HEART framework to one real conversation with your team. If you don't feel it's making you sharper, more confident, and better at leading, email us within 14 days for a full refund. No hard feelings.

Become a Certified Customer Happiness Leader

Certified Customer Happiness Leader (CCHL) — Full Certification

Become a Certified Customer Happiness Leader. 13 modules built for CX managers, team leads, and directors, covering hiring, coaching, remote leadership, difficult conversations, and executive communication, all through the HEART framework: Hire, Equip, Appreciate, Recognize, Tell the Truth.

$697.00 USD
Enroll Now — $697

Questions Before You Enroll

Your Team Deserves a Leader Who Was Trained, Not Just Promoted.

Enroll today and start leading with heart and standards.

Get Certified Today — $697