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

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

    • By: Renee Evenson

    • Publisher: AMACOM

    • Pub. Date:

    • Print ISBN-13: 978-0-814-41715-7

    • E-Book ISBN-13: 978-0-814-41716-4

    • Pages in Print Edition: 224

    • Subscriber Rating: 0 out of 5 rating0 [0 Ratings]

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    Overview

    Becoming a great customer service manager requires a mastery of skills beyond those needed by frontline employees.

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    Top Level Categories:
    Business

    Sub-Categories:
    Business > Quality Management

    Table of Contents

     

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    Copyright

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    Acknowledgments

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    Introduction

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    PART ONE: MANAGING YOURSELF

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    1 Understanding Your Management Style
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    Spotlight on Management: The Wrong Way to Manage the Frontline

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    STEP 1: Learn Management Styles and Functions

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    STEP 2: Analyze Your Management Style

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    STEP 3: Define Your Strengths and Areas Needing Improvement

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    STEP 4: Create Your Developmental Action Plan and Set Goals

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    Spotlight on Management: A Better Way to Manage the Frontline

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    Checklist

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    The Real World: Practice Lesson

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    Personal Planner

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    2 Developing Your Leadership Qualities
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    Spotlight on Management: The Wrong Way to Lead

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    STEP 1: Leadership Begins with Awareness

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    STEP 2: Develop Positive Leadership Qualities

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    STEP 3: Look and Act like a Leader

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    STEP 4: Critical Thinking Leads to Good Decisions

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    STEP 5: Make Yourself Indispensible

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    Spotlight on Management: A Better Way to Lead

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    Checklist

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    The Real World: Practice Lesson

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    Personal Planner

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    3 Planning and Organizing for Results
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    Spotlight on Management: The Wrong Way to Plan and Organize

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    STEP 1: Create Your Mission Statement

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    STEP 2: Create Your Customer-Focused Plan

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    STEP 3: Set Goals

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    STEP 4: Make the Most of Your Time

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    STEP 5: Handle Stress

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    Spotlight on Management: A Better Way to Plan and Organize

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    Checklist

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    The Real World: Practice Lesson

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    Personal Planner

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    PART TWO: MANAGING OTHERS

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    4 Communicating Up, Down, Across, In, and Out
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    Spotlight on Management: The Wrong Way to Communicate

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    STEP 1: Listen Well

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    STEP 2: Communicate Well Nonverbally

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    STEP 3: Speak Well

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    STEP 4: Learn the Art of Small Talk

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    STEP 5: Learn the Art of Delivering a Presentation

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    STEP 6: Maintain Strong Relationships

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    Spotlight on Management: A Better Way to Communicate

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    Checklist

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    The Real World: Practice Lesson

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    Personal Planner

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    5 Training for Excellence
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    Spotlight on Management: The Wrong Way to Train

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    STEP 1: Understand Learning Styles

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    STEP 2: Prepare for Training Sessions

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    STEP 3: Train Thoroughly

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    STEP 4: Follow Up After Training

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    STEP 5: Conduct Productive Meetings

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    Spotlight on Management: A Better Way to Train

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    Checklist

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    The Real World: Practice Lesson

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    Personal Planner

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    6 Team Building for Success
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    Spotlight on Management: The Wrong Way to Build a Team

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    STEP 1: Understand the Characteristics of Strong Teams

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    STEP 2: Promote "Team Think"

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    STEP 3: Form a Cohesive Team

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    STEP 4: Continue the Process

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    STEP 5: Strengthen Your Team by Being a Team Player

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    Spotlight on Management: A Better Way to Build a Team

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    Checklist

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    The Real World: Practice Lesson

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    Personal Planner

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    7 Dealing with Challenges Successfully
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    Spotlight on Management: The Wrong Way to Handle Challenges

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    STEP 1: Mediate Conflict Involving Others

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    STEP 2: Resolve Conflict Involving You

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    STEP 3: Turn Problem Performers into Peak Producers

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    STEP 4: Handle the Change Process

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    STEP 5: Expect the Unexpected

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    Spotlight on Management: A Better Way to Handle Challenges

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    Checklist

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    The Real World: Practice Lesson

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    Personal Planner

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    PART THREE: MANAGING FOR RESULTS

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    8 Monitoring Performance for Excellence
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    Spotlight on Management: The Wrong Way to Monitor Performance

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    STEP 1: Measure Results and Objectives

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    STEP 2: Manage Hands-On

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    STEP 3: Observe Your Employees

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    STEP 4: Document Performance

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    Spotlight on Management: A Better Way to Monitor Performance

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    Checklist

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    The Real World: Practice Lesson

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    Personal Planner

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    9 Motivating Through Meaningful Feedback
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    Spotlight on Management: The Wrong Way to Give Feedback

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    STEP 1: Meaningful Feedback Is Focused, Specific, and Timely

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    STEP 2: Quick Feedback Gets Positive Results

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    STEP 3: Development Action Plans Improve Performance

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    STEP 4: Appraising Performance Is the Most Effective Feedback

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    STEP 5: Accept Feedback Graciously

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    Spotlight on Management: A Better Way to Give Feedback

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    Checklist

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    The Real World: Practice Lesson

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    Personal Planner

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    10 Putting Your Best FACE Forward
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    Spotlight on Management: The Wrong Way to Put Your Best FACE Forward

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    STEP 1: Focus on Keeping Your Momentum Going

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    STEP 2: Achieve Your Goals by Taking Control of Your Destiny

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    STEP 3: Care for Yourself and Others

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    STEP 4: Exemplify the Best You Can Be

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    Spotlight on Management: A Better Way to Put Your Best FACE Forward

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    Checklist

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    The Real World: Practice Lesson

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    Personal Planner

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    Index
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    C

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    F

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    L

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    P

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    T

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    W