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039		9	_a201806121101 _bstaff _c201607151204 _dstaff _c201606141511 _dstaff _y201605041215 _zadmin
041	0		_aeng
050			_aHF5415.5
082			_a658.3/1245
099			_aEbook
100	1		_aEvenson, Renée.. _9113955
245			_aCustomer service management training 101: _bquick and easy techniques that get great results/ _h[electronic resource] / _cRenée Evenson.
260			_bAmerican Management Association, _c2012.
300			_a224 p.
505	0		_gChapter, Lesson, Part _tIntroduction.
505	0		_gChapter, Lesson, Part _tPart One: Managing Yourself.
505	0		_gChapter, Lesson, Part _t1. Understanding Your Management Style.
505	0		_gChapter, Lesson, Part _t2. Developing Your Leadership Qualities.
505	0		_gChapter, Lesson, Part _t3. Planning and Organizing for Results.
505	0		_gChapter, Lesson, Part _tPart Two: Managing Others.
505	0		_gChapter, Lesson, Part _t4. Communicating Up, Down, Across, In, and Out.
505	0		_gChapter, Lesson, Part _t5. Training for Excellence.
505	0		_gChapter, Lesson, Part _t6. Team Building for Success.
505	0		_gChapter, Lesson, Part _t7. Dealing with Challenges Successfully.
505	0		_gChapter, Lesson, Part _tPart Three: Managing for Results.
505	0		_gChapter, Lesson, Part _t8. Monitoring Performance for Excellence.
505	0		_gChapter, Lesson, Part _t9. Motivating Through Meaningful Feedback.
505	0		_gChapter, Lesson, Part _t10. Putting Your Best FACE Forward.
505	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--
520			_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.
650		0	_aCustomer services _978311
650		0	_aManagement. _919525
856	4	0	_uhttp://portal.igpublish.com/iglibrary/search/AMAB0000759.html
942			_c10
999			_c75009 _d75009