LEADER 00000nam a22004573i 4500
001 EBC782022
003 MiAaPQ
005 20200713055207.0
006 m o d |
007 cr cnu||||||||
008 200713s2011 xx o ||||0 eng d
020 9780814417164|q(electronic bk.)
020 |z9780814417157
035 (MiAaPQ)EBC782022
035 (Au-PeEL)EBL782022
035 (CaPaEBR)ebr10500275
035 (CaONFJC)MIL331957
035 (OCoLC)760992508
040 MiAaPQ|beng|erda|epn|cMiAaPQ|dMiAaPQ
050 4 HF5415.5 -- .E894 2012eb
082 0 658.3/1245
100 1 Evenson, Renee
245 10 Customer Service Management Training 101 :|bQuick and Easy
Techniques That Get Great Results
250 1st ed
264 1 Nashville :|bAMACOM,|c2011
264 4 |c©2011
300 1 online resource (173 pages)
336 text|btxt|2rdacontent
337 computer|bc|2rdamedia
338 online resource|bcr|2rdacarrier
505 0 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
505 8 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
505 8 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
520 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
588 Description based on publisher supplied metadata and other
sources
590 Electronic reproduction. Ann Arbor, Michigan : ProQuest
Ebook Central, 2020. Available via World Wide Web. Access
may be limited to ProQuest Ebook Central affiliated
libraries
650 0 Customer services -- Management.;Executives -- Training
of.;Time management.;Leadership.;Communication in
management
655 4 Electronic books
776 08 |iPrint version:|aEvenson, Renee|tCustomer Service
Management Training 101 : Quick and Easy Techniques That
Get Great Results|dNashville : AMACOM,c2011|z9780814417157
856 40 |uhttps://ebookcentral.proquest.com/lib/sinciatw/
detail.action?docID=782022|zClick to View
