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Customer Service Management Training 101

Book Description

Becoming a great customer service manager requires a mastery of skills beyond those needed by frontline employees. Filled with the same accessible, step-by-step guidance as Customer Service Training 101, this user-friendly book shows readers how to develop the skills they need to communicate, 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 • Monitoring performance • Conducting meetings • Managing challenges • Listening • Verbal, nonverbal, and written communication. Readers will learn to identify their personal management style, develop core leadership qualities, and efficiently focus on their own development as managers. Packed with checklists, “real world” practice lessons, and examples of the right and wrong ways to do things, this is the one book every customer service manager needs to thrive.

Table of Contents

  1. Cover Page
  2. Title Page
  3. Copyright Page
  4. Dedication
  5. Contents
  6. Acknowledgments
  7. Introduction
  8. Part One Managing Yourself
    1. 1 Understanding Your Management Style
      1. Spotlight on Management: The Wrong Way to Manage the Frontline
      2. Step 1: Learn Management Styles and Functions
      3. Step 2: Analyze Your Management Style
      4. Step 3: Define Your Strengths and Areas Needing Improvement
      5. Step 4: Create Your Developmental Action Plan and Set Goals
      6. Spotlight on Management: A Better Way to Manage the Frontline
      7. Checklist
      8. The Real World: Practice Lesson
      9. Personal Planner
    2. 2 Developing Your Leadership Qualities
      1. Spotlight on Management: The Wrong Way to Lead
      2. Step 1: Leadership Begins with Awareness
      3. Step 2: Develop Positive Leadership Qualities
      4. Step 3: Look and Act like a Leader
      5. Step 4: Critical Thinking Leads to Good Decisions
      6. Step 5: Make Yourself Indispensible
      7. Spotlight on Management: A Better Way to Lead
      8. Checklist
      9. The Real World: Practice Lesson
      10. Personal Planner
    3. 3 Planning and Organizing for Results
      1. Spotlight on Management: The Wrong Way to Plan and Organize
      2. Step 1: Create Your Mission Statement
      3. Step 2: Create Your Customer-Focused Plan
      4. Step 3: Set Goals
      5. Step 4: Make the Most of Your Time
      6. Step 5: Handle Stress
      7. Spotlight on Management: A Better Way to Plan and Organize
      8. Checklist
      9. The Real World: Practice Lesson
      10. Personal Planner
  9. Part Two Managing Others
    1. 4 Communicating Up, Down, Across, In, and Out
      1. Spotlight on Management: The Wrong Way to Communicate
      2. Step 1: Listen Well
      3. Step 2: Communicate Well Nonverbally
      4. Step 3: Speak Well
      5. Step 4: Learn the Art of Small Talk
      6. Step 5: Learn the Art of Delivering a Presentation
      7. Step 6: Maintain Strong Relationships
      8. Spotlight on Management: A Better Way to Communicate
      9. Checklist
      10. The Real World: Practice Lesson
      11. Personal Planner
    2. 5 Training for Excellence
      1. Spotlight on Management: The Wrong Way to Train
      2. Step 1: Understand Learning Styles
      3. Step 2: Prepare for Training Sessions
      4. Step 3: Train Thoroughly
      5. Step 4: Follow Up After Training
      6. Step 5: Conduct Productive Meetings
      7. Spotlight on Management: A Better Way to Train
      8. Checklist
      9. The Real World: Practice Lesson
      10. Personal Planner
    3. 6 Team Building for Success
      1. Spotlight on Management: The Wrong Way to Build a Team
      2. Step 1: Understand the Characteristics of Strong Teams
      3. Step 2: Promote “Team Think”
      4. Step 3: Form a Cohesive Team
      5. Step 4: Continue the Process
      6. Step 5: Strengthen Your Team by Being a Team Player
      7. Spotlight on Management: A Better Way to Build a Team
      8. Checklist
      9. The Real World: Practice Lesson
      10. Personal Planner
    4. 7 Dealing with Challenges Successfully
      1. Spotlight on Management: The Wrong Way to Handle Challenges
      2. Step 1: Mediate Conflict Involving Others
      3. Step 2: Resolve Conflict Involving You
      4. Step 3: Turn Problem Performers into Peak Producers
      5. Step 4: Handle the Change Process
      6. Step 5: Expect the Unexpected
      7. Spotlight on Management: A Better Way to Handle Challenges
      8. Checklist
      9. The Real World: Practice Lesson
      10. Personal Planner
  10. Part Three Managing for Results
    1. 8 Monitoring Performance for Excellence
      1. Spotlight on Management: The Wrong Way to Monitor Performance
      2. Step 1: Measure Results and Objectives
      3. Step 2: Manage Hands-On
      4. Step 3: Observe Your Employees
      5. Step 4: Document Performance
      6. Spotlight on Management: A Better Way to Monitor Performance
      7. Checklist
      8. The Real World: Practice Lesson
      9. Personal Planner
    2. 9 Motivating Through Meaningful Feedback
      1. Spotlight on Management: The Wrong Way to Give Feedback
      2. Step 1: Meaningful Feedback Is Focused, Specific, and Timely
      3. Step 2: Quick Feedback Gets Positive Results
      4. Step 3: Development Action Plans Improve Performance
      5. Step 4: Appraising Performance Is the Most Effective Feedback
      6. Step 5: Accept Feedback Graciously
      7. Spotlight on Management: A Better Way to Give Feedback
      8. Checklist
      9. The Real World: Practice Lesson
      10. Personal Planner
    3. 10 Putting Your Best FACE Forward
      1. Spotlight on Management: The Wrong Way to Put Your Best FACE Forward
      2. Step 1: Focus on Keeping Your Momentum Going
      3. Step 2: Achieve Your Goals by Taking Control of Your Destiny
      4. Step 3: Care for Yourself and Others
      5. Step 4: Exemplify the Best You Can Be
      6. Spotlight on Management: A Better Way to Put Your Best FACE Forward
      7. Checklist
      8. The Real World: Practice Lesson
      9. Personal Planner
  11. Index