03282nam a2200457 a 4500001001400000003000400014008004100018020002600059020002900085020002900114039008700143041000800230050001300238082001500251099001000266100003100276245014000307260004400447300001100491505004100502505005600543505006700599505006800666505006700734505005400801505007500855505005500930505005700985505006801042505006101110505006901171505007001240505006301310505022601373520108301599650002902682650002302711856006602734942000702800999001702807vtls000078445MTX180612716                  001 0   eng d  a0814417159 :USD24.00  a9780814417157 :USD24.00  a9780814417164 :USD24.00 9a201806121101bstaffc201607151204dstaffc201606141511dstaffy201605041215zadmin0 aeng  aHF5415.5  a658.3/1245  aEbook1 aEvenson, Renée..9113955  aCustomer service management training 101:bquick and easy techniques that get great results/h[electronic resource] /cRenée Evenson.  bAmerican Management Association,c2012.  a224 p.0 gChapter, Lesson, ParttIntroduction.0 gChapter, Lesson, ParttPart One: Managing Yourself.0 gChapter, Lesson, Partt1. Understanding Your Management Style.0 gChapter, Lesson, Partt2. Developing Your Leadership Qualities.0 gChapter, Lesson, Partt3. Planning and Organizing for Results.0 gChapter, Lesson, ParttPart Two: Managing Others.0 gChapter, Lesson, Partt4. Communicating Up, Down, Across, In, and Out.0 gChapter, Lesson, Partt5. Training for Excellence.0 gChapter, Lesson, Partt6. Team Building for Success.0 gChapter, Lesson, Partt7. Dealing with Challenges Successfully.0 gChapter, Lesson, ParttPart Three: Managing for Results.0 gChapter, Lesson, Partt8. Monitoring Performance for Excellence.0 gChapter, Lesson, Partt9. Motivating Through Meaningful Feedback.0 gChapter, Lesson, Partt10. Putting Your Best FACE Forward.0 aPreface, 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--  aBecoming 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. 0aCustomer services978311 0aManagement.91952540uhttp://portal.igpublish.com/iglibrary/search/AMAB0000759.html  c10  c75009d75009