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Author Evenson, Renee
Title Customer Service Management Training 101 : Quick and Easy Techniques That Get Great Results
Imprint Nashville : AMACOM, 2011
©2011
book jacket
Edition 1st ed
Descript 1 online resource (173 pages)
text txt rdacontent
computer c rdamedia
online resource cr rdacarrier
Note 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 Lead -- Step 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 Time -- Step 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 Lesson -- Personal 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 Team -- Step 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 -- The Real World: Practice Lesson -- Personal Planner -- Part Three Managing for Results -- 8 Monitoring Performance for Excellence -- Spotlight on Management: The Wrong Way to Monitor Performance -- Step 1: Measure Results and Objectives -- Step 2: Manage Hands-On -- Step 3: Observe Your Employees -- Step 4: Document Performance -- Spotlight on Management: A Better Way to Monitor Performance -- Checklist -- The Real World: Practice Lesson -- Personal Planner -- 9 Motivating Through Meaningful Feedback -- Spotlight on Management: The Wrong Way to Give Feedback -- Step 1: Meaningful Feedback Is Focused, Specific, and Timely
Step 2: Quick Feedback Gets Positive Results -- Step 3: Development Action Plans Improve Performance -- Step 4: Appraising Performance Is the Most Effective Feedback -- Step 5: Accept Feedback Graciously -- Spotlight on Management: A Better Way to Give Feedback -- Checklist -- The Real World: Practice Lesson -- Personal Planner -- 10 Putting Your Best FACE Forward -- Spotlight on Management: The Wrong Way to Put Your Best FACE Forward -- Step 1: Focus on Keeping Your Momentum Going -- Step 2: Achieve Your Goals by Taking Control of Your Destiny -- Step 3: Care for Yourself and Others -- Step 4: 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
You've mastered the skills required to achieve customer satisfaction. But how do you effectively train others to do the same? This user-friendly book will help new customer service managers and veterans alike lead frontline employees with confidence
Description based on publisher supplied metadata and other sources
Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2020. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries
Link Print version: Evenson, Renee Customer Service Management Training 101 : Quick and Easy Techniques That Get Great Results Nashville : AMACOM,c2011 9780814417157
Subject Customer services -- Management.;Executives -- Training of.;Time management.;Leadership.;Communication in management
Electronic books
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