Customer Service Management Training 101 Quick and Easy Techniques That Get Great Results

ISBN-10: 0814417159
ISBN-13: 9780814417157
Edition: 2011
Authors: Renee Evenson
List price: $35.50 Buy it from $9.54
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Description: Becoming a great customer service manager requires a mastery of skills beyond those needed by frontline employees. Filled with the same accessible, step-by-step guidance as Customer Service Training 101, this user-friendly book shows readers how to  More...

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Book details

List price: $35.50
Copyright year: 2011
Publisher: Amacom
Publication date: 9/14/2011
Binding: Paperback
Pages: 224
Size: 7.50" wide x 9.25" long x 0.75" tall
Weight: 1.034
Language: English

Becoming a great customer service manager requires a mastery of skills beyond those needed by frontline employees. Filled with the same accessible, step-by-step guidance as Customer Service Training 101, this user-friendly book shows readers how to develop the skills they need to communicate, lead, train, motivate, and manage those employees responsible for customer satisfaction. Designed for new managers and veterans alike, Customer Service Management Training 101 covers essential topics, including: * Planning and goal setting * Time management * Team development * Conflict resolution * Providing feedback * Monitoring performance * Conducting meetings * Managing challenges * Listening * Verbal, nonverbal, and written communication Readers will learn to identify their personal management style, develop core leadership qualities, and efficiently focus on their own development as managers. Packed with checklists, "real world" practice lessons, and examples of the right and wrong ways to do things, this is the one book every customer service manager needs to thrive.

Acknowledgments
Introduction
Managing Yourself
Understanding Your Management Style
Spotlight on Management: The Wrong Way to Manage the Frontline
Learn Management Styles and Functions
Analyze Your Management Style
Defi ne Your Strengths and Areas Needing Improvement
Create Your Developmental Action Plan and Set Goals
Spotlight on Management: A Better Way to Manage the Frontline
Checklist
The Real World: Practice Lesson
Personal Planner
Developing Your Leadership Qualities
Spotlight on Management: The Wrong Way to Lead
Leadership Begins with Awareness
Develop Positive Leadership Qualities
Look and Act like a Leader
Critical Thinking Leads to Good Decisions
Make Yourself Indispensible
Spotlight on Management: A Better Way to Lead
Checklist
The Real World: Practice Lesson
Personal Planner
Planning and Organizing for Results
Spotlight on Management: The Wrong Way to Plan and Organize
Create Your Mission Statement
Create Your Customer-Focused Plan
Set Goals
Make the Most of Your Time
Handle Stress
Spotlight on Management: A Better Way to Plan and Organize
Checklist
The Real World: Practice Lesson
Personal Planner
Managing Others
Communicating Up, Down, Across, In, and Out
Spotlight on Management: The Wrong Way to Communicate
Listen Well
Communicate Well Nonverbally
Speak Well
Learn the Art of Small Talk
Learn the Art of Delivering a Presentation
Maintain Strong Relationships
Spotlight on Management: A Better Way to Communicate
Checklist
The Real World: Practice Lesson
Personal Planner
Training for Excellence
Spotlight on Management: The Wrong Way to Train
Understand Learning Styles
Prepare for Training Sessions
Train Thoroughly
Follow Up After Training
Conduct Productive Meetings
Spotlight on Management: A Better Way to Train
Checklist
The Real World: Practice Lesson
Personal Planner
Team Building for Success
Spotlight on Management: The Wrong Way to Build a Team
Understand the Characteristics of Strong Teams
Promote "Team Think"
Form a Cohesive Team
Continue the Process
Strengthen Your Team by Being a Team Player
Spotlight on Management: A Better Way to Build a Team
Checklist
The Real World: Practice Lesson
Personal Planner
Dealing with Challenges Successfully
Spotlight on Management: The Wrong Way to Handle Challenges
Mediate Confl ict Involving Others
Resolve Confl ict Involving You
Turn Problem Performers into Peak Producers
Handle the Change Process
Expect the Unexpected
Spotlight on Management: A Better Way to Handle Challenges
Checklist
The Real World: Practice Lesson
Personal Planner
Managing for Results
Monitoring Performance for Excellence
Spotlight on Management: The Wrong Way to Monitor Performance
Measure Results and Objectives
Manage Hands-On
Observe Your Employees
Document Performance
Spotlight on Management: A Better Way to Monitor Performance
Checklist
The Real World: Practice Lesson
Personal Planner
Motivating Through Meaningful Feedback
Spotlight on Management: The Wrong Way to Give Feedback
Meaningful Feedback Is Focused, Specifi c, and Timely
Quick Feedback Gets Positive Results
Development Action Plans Improve Performance
Appraising Performance Is the Most Effective Feedback
Accept Feedback Graciously
Spotlight on Management: A Better Way to Give Feedback
Checklist
The Real World: Practice Lesson
Personal Planner
Putting Your Best FACE Forward
Spotlight on Management: The Wrong Way to Put Your Best FACE Forward
Focus on Keeping Your Momentum Going
Achieve Your Goals by Taking Control of Your Destiny
Care for Yourself and Others
Exemplify the Best You Can Be
Spotlight on Management: A Better Way to Put Your Best FACE Forward
Checklist
The Real World: Practice Lesson
Personal Planner
Index

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