Becoming a great customer service manager requires an intentional focus on skills beyond those required for exemplary customer service. Building off the success of her book Customer Service Management Training 101, author Renée Evenson shows readers what it takes to advance to the next stage in their careers--focusing on their development as managers. Filled with the same accessible, step-by-step guidance as its predecessor, this book teaches readers how to identify their personal management style and develop the core leadership qualities needed to communicate with, 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, listening to your employees, monitoring performance, conducting meetings, and managing challenges.Packed with checklists, practice lessons inspired by real-world scenarios, and detailed examples and explanations of the right and wrong ways to do things, this handy resource is the start and finish of everything customer service managers need to know to thrive.
- ISBN10 0814417159
- ISBN13 9780814417157
- Publish Date 16 May 2018 (first published 1 January 2011)
- Publish Status Active
- Out of Print 17 October 2014
- Publish Country US
- Publisher HarperCollins Focus
- Imprint Amacom
- Format Paperback
- Pages 224
- Language English