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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