Customer service management training 101 [electronic resource] : quick and easy techniques that get great results / Renee Evenson.

ISBN:

9780814417164

Title:

Author:

Evenson, Renee.

Personal Author:

Evenson, Renee.

Edition:

2nd ed.

Publication Information:

New York : AMACOM, 2011.

Physical Description:

1 online resource (306 p.)

General Note:

Description based upon print version of record.

Contents:

Cover Page; Title Page; Copyright Page; Dedication; Contents; Acknowledgments; Introduction; Part One Managing Yourself; 1 Understanding Your Management Style; Spotlight on Management: The Wrong Way to Manage the Frontline; Step 1: Learn Management Styles and Functions; Step 2: Analyze Your Management Style; Step 3: Define Your Strengths and Areas Needing Improvement; Step 4: 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; 2 Developing Your Leadership Qualities

Spotlight on Management: The Wrong Way to LeadStep 1: Leadership Begins with Awareness; Step 2: Develop Positive Leadership Qualities; Step 3: Look and Act like a Leader; Step 4: Critical Thinking Leads to Good Decisions; Step 5: Make Yourself Indispensible; Spotlight on Management: A Better Way to Lead; Checklist; The Real World: Practice Lesson; Personal Planner; 3 Planning and Organizing for Results; Spotlight on Management: The Wrong Way to Plan and Organize; Step 1: Create Your Mission Statement; Step 2: Create Your Customer-Focused Plan; Step 3: Set Goals

Step 4: Make the Most of Your TimeStep 5: Handle Stress; Spotlight on Management: A Better Way to Plan and Organize; Checklist; The Real World: Practice Lesson; Personal Planner; Part Two Managing Others; 4 Communicating Up, Down, Across, In, and Out; Spotlight on Management: The Wrong Way to Communicate; Step 1: Listen Well; Step 2: Communicate Well Nonverbally; Step 3: Speak Well; Step 4: Learn the Art of Small Talk; Step 5: Learn the Art of Delivering a Presentation; Step 6: Maintain Strong Relationships; Spotlight on Management: A Better Way to Communicate; Checklist

The Real World: Practice LessonPersonal Planner; 5 Training for Excellence; Spotlight on Management: The Wrong Way to Train; Step 1: Understand Learning Styles; Step 2: Prepare for Training Sessions; Step 3: Train Thoroughly; Step 4: Follow Up After Training; Step 5: Conduct Productive Meetings; Spotlight on Management: A Better Way to Train; Checklist; The Real World: Practice Lesson; Personal Planner; 6 Team Building for Success; Spotlight on Management: The Wrong Way to Build a Team; Step 1: Understand the Characteristics of Strong Teams; Step 2: Promote "Team Think"

Step 3: Form a Cohesive TeamStep 4: Continue the Process; Step 5: 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; 7 Dealing with Challenges Successfully; Spotlight on Management: The Wrong Way to Handle Challenges; Step 1: Mediate Conflict Involving Others; Step 2: Resolve Conflict Involving You; Step 3: Turn Problem Performers into Peak Producers; Step 4: Handle the Change Process; Step 5: Expect the Unexpected; Spotlight on Management: A Better Way to Handle Challenges

Checklist

Subject Term:

Communication in management.

Customer services -- Management.

Executives -- Training of.

Leadership.

Time management.

Format:

Electronic Resources

Electronic Access:

Click here to view book

Publication Date:

2011

Publication Information:

New York : AMACOM, 2011.

Available:*

Shelf Number	Material Type	Copy	Shelf Location	Status
658.3 EVE	1:E-BOOK	1	1:ONLINE	Searching... Unknown

Bound With These Titles

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Summary

Becoming a great customer service manager requires an intentional focus on skills beyond those required for exemplary customer service. Building off the success of her book Customer Service Management Training 101, author Renée Evenson shows readers what it takes to advance to the next stage in their careers--focusing on their development as managers. Filled with the same accessible, step-by-step guidance as its predecessor, this book teaches readers how to identify their personal management style and develop the core leadership qualities needed to communicate with, 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, listening to your employees, monitoring performance, conducting meetings, and managing challenges.Packed with checklists, practice lessons inspired by real-world scenarios, and detailed examples and explanations of the right and wrong ways to do things, this handy resource is the start and finish of everything customer service managers need to know to thrive.