Customer Service Management Training 101: Quick and Easy Techniques That Get Great Results
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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 Ren e 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.
Format:Paperback
Language:English
ISBN:0814417159
ISBN13:9780814417157
Release Date:September 2011
Publisher:Amacom
Length:224 Pages
Weight:1.05 lbs.
Dimensions:0.6" x 7.3" x 9.1"
Age Range:18 years and up
Grade Range:Postsecondary and higher
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