Customer service management training 101: (Record no. 75009)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 03308nam a2200469 a 4500 |
| 001 - CONTROL NUMBER | |
| control field | vtls000078445 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | MTX |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 180612716 001 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 0814417159 : |
| -- | SD24.00 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9780814417157 : |
| -- | SD24.00 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9780814417164 : |
| -- | SD24.00 |
| 039 #9 - LEVEL OF BIBLIOGRAPHIC CONTROL AND CODING DETAIL [OBSOLETE] | |
| Level of rules in bibliographic description | 201806121101 |
| Level of effort used to assign nonsubject heading access points | staff |
| Level of effort used to assign subject headings | 201607151204 |
| Level of effort used to assign classification | staff |
| Level of effort used to assign subject headings | 201606141511 |
| Level of effort used to assign classification | staff |
| -- | 201605041215 |
| -- | admin |
| 041 0# - LANGUAGE CODE | |
| Language code of text/sound track or separate title | eng |
| 050 ## - LIBRARY OF CONGRESS CALL NUMBER | |
| Classification number | HF5415.5 |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | 658.3/1245 |
| 099 ## - LOCAL FREE-TEXT CALL NUMBER (OCLC) | |
| Classification number | Ebook |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Evenson, Renée.. |
| 9 (RLIN) | 113955 |
| 245 ## - TITLE STATEMENT | |
| Title | Customer service management training 101: |
| Remainder of title | quick and easy techniques that get great results/ |
| Medium | [electronic resource] / |
| Statement of responsibility, etc. | Renée Evenson. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Name of publisher, distributor, etc. | American Management Association, |
| Date of publication, distribution, etc. | 2012. |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | 224 p. |
| 505 0# - FORMATTED CONTENTS NOTE | |
| Miscellaneous information | Chapter, Lesson, Part |
| Title | Introduction. |
| 505 0# - FORMATTED CONTENTS NOTE | |
| Miscellaneous information | Chapter, Lesson, Part |
| Title | Part One: Managing Yourself. |
| 505 0# - FORMATTED CONTENTS NOTE | |
| Miscellaneous information | Chapter, Lesson, Part |
| Title | 1. Understanding Your Management Style. |
| 505 0# - FORMATTED CONTENTS NOTE | |
| Miscellaneous information | Chapter, Lesson, Part |
| Title | 2. Developing Your Leadership Qualities. |
| 505 0# - FORMATTED CONTENTS NOTE | |
| Miscellaneous information | Chapter, Lesson, Part |
| Title | 3. Planning and Organizing for Results. |
| 505 0# - FORMATTED CONTENTS NOTE | |
| Miscellaneous information | Chapter, Lesson, Part |
| Title | Part Two: Managing Others. |
| 505 0# - FORMATTED CONTENTS NOTE | |
| Miscellaneous information | Chapter, Lesson, Part |
| Title | 4. Communicating Up, Down, Across, In, and Out. |
| 505 0# - FORMATTED CONTENTS NOTE | |
| Miscellaneous information | Chapter, Lesson, Part |
| Title | 5. Training for Excellence. |
| 505 0# - FORMATTED CONTENTS NOTE | |
| Miscellaneous information | Chapter, Lesson, Part |
| Title | 6. Team Building for Success. |
| 505 0# - FORMATTED CONTENTS NOTE | |
| Miscellaneous information | Chapter, Lesson, Part |
| Title | 7. Dealing with Challenges Successfully. |
| 505 0# - FORMATTED CONTENTS NOTE | |
| Miscellaneous information | Chapter, Lesson, Part |
| Title | Part Three: Managing for Results. |
| 505 0# - FORMATTED CONTENTS NOTE | |
| Miscellaneous information | Chapter, Lesson, Part |
| Title | 8. Monitoring Performance for Excellence. |
| 505 0# - FORMATTED CONTENTS NOTE | |
| Miscellaneous information | Chapter, Lesson, Part |
| Title | 9. Motivating Through Meaningful Feedback. |
| 505 0# - FORMATTED CONTENTS NOTE | |
| Miscellaneous information | Chapter, Lesson, Part |
| Title | 10. Putting Your Best FACE Forward. |
| 505 0# - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Preface, Introduction, TOC,Contents--Cover, Title,Customer service management training 101: quick and easy techniques that get great results--References, Appendix, Index,Index--Preface, Introduction, TOC,Acknowledgments-- |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | 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; and, 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. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Customer services |
| 9 (RLIN) | 78311 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Management. |
| 9 (RLIN) | 19525 |
| 856 40 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | <a href="http://portal.igpublish.com/iglibrary/search/AMAB0000759.html">http://portal.igpublish.com/iglibrary/search/AMAB0000759.html</a> |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | eBook |
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