Customer Service Management Training 101 : Quick and Easy Techniques That Get Great Results
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 Renee 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.
- Paperback | 224 pages
- 190 x 234 x 1mm | 181g
- 16 May 2018
- Harpercollins Focus
- Nashville, United States
- black & white illustrations
Back cover copy
The heart of all great service is in knowing what your customers need, want, and expect. And there's no better way to get that information than from the daily interactions between customers and your service team. Well-trained service representatives turn issues into opportunities, problems into solutions, and customer interactions into new sales, repeat business, loyalty, and great word-of-mouth advertising. So a great customer service manager will have a direct, significant, and positive effect on the way his or her company is perceived by its customers. It all starts with the right learning tool: "Customer Service Management Training 101." Whether you are a new manager or a veteran, the accessible, step-by-step guidance in this book is designed to help you: Manage yourself - Identify your own management style and create an improvement plan. How do you manage, and what are your strengths and weaknesses? - Develop leadership qualities. How do you rate yourself as a leader, and how do you turn your own desire to achieve into strong leadership skills? - Plan and organize your team's strategy according to tangible goals that reflect and meet customer needs. Manage other people - Build a cohesive team. Define your team's purpose, decision-making, and problem solving processes. - Train, develop, and manage your employees. Develop their interpersonal, technical, research, and business skills--and keep doing it. - Handle challenges. Anticipate problems and have plans in place to help avoid and alleviate them. - Communicate clearly and effectively--with team members, other managers, executives, customers, suppliers, and others. Manage for results - Monitor and maximize performance. - Motivate your employees with constructive, applicable feedback. Each chapter begins with an overview and features an example of "the wrong way to manage," followed by step-by-step lessons illustrating what could have been done better--culminating in a "right way" to handle similar situations in the future. The chapters also include checklists, real-world application practice lessons, and goal planners to create powerful, repeatable strategies. The better manager you are (and the more effective your service team is), the more you'll enjoy your job and grow in it. The book's final chapter talks about putting your best FACE forward--that is, Focusing, Achieving, Caring, and Exemplifying. This chapter offers refreshingly practical tips for developing and improving your own professional skills, keeping positive momentum going, creating and leveraging opportunities, realizing personal goals, and making yourself even more valuable to employers--now and throughout your career. Renee Evenson is a business consultant and writer specializing in organizational psychol-ogy in the workplace and the roles and relationships between customers, employees, and management. She is also the author of "Customer Service Training 101." She has a degree in organizational psychology from Ohio University and has devoted more than thirty years to the customer service field, including her fifteen-year career as a customer service and staff manager for BellSouth.
Table of contents
C O N T E N T S Acknowledgments ix Introduction 1 PART ONE MANAGING YOURSELF 1 Understanding Your Management Style 7 Spotlight on Management: The Wrong Way to Manage the Frontline 9 STEP 1: Learn Management Styles and Functions 10 STEP 2: Analyze Your Management Style 13 STEP 3: Defi ne Your Strengths and Areas Needing Improvement 17 STEP 4: Create Your Developmental Action Plan and Set Goals 19 Spotlight on Management: A Better Way to Manage the Frontline 21 Checklist 23 The Real World: Practice Lesson 24 Personal Planner 25 2 Developing Your Leadership Qualities 26 Spotlight on Management: The Wrong Way to Lead 28 STEP 1: Leadership Begins with Awareness 31 STEP 2: Develop Positive Leadership Qualities 33 STEP 3: Look and Act like a Leader 35 STEP 4: Critical Thinking Leads to Good Decisions 36 STEP 5: Make Yourself Indispensible 37 Spotlight on Management: A Better Way to Lead 38 Checklist 40 The Real World: Practice Lesson 42 Personal Planner 43 3 Planning and Organizing for Results 44 Spotlight on Management: The Wrong Way to Plan and Organize 46 STEP 1: Create Your Mission Statement 48 STEP 2: Create Your Customer-Focused Plan 50 STEP 3: Set Goals 52 STEP 4: Make the Most of Your Time 54 STEP 5: Handle Stress 56 Spotlight on Management: A Better Way to Plan and Organize 59 Checklist 61 The Real World: Practice Lesson 63 Personal Planner 65 PART TWO MANAGING OTHERS 4 Communicating Up, Down, Across, In, and Out 69 Spotlight on Management: The Wrong Way to Communicate 72 STEP 1: Listen Well 74 STEP 2: Communicate Well Nonverbally 75 STEP 3: Speak Well 76 STEP 4: Learn the Art of Small Talk 78 STEP 5: Learn the Art of Delivering a Presentation 80 STEP 6: Maintain Strong Relationships 82 Spotlight on Management: A Better Way to Communicate 84 Checklist 86 The Real World: Practice Lesson 88 Personal Planner 90 5 Training for Excellence 91 Spotlight on Management: The Wrong Way to Train 93 STEP 1: Understand Learning Styles 94 STEP 2: Prepare for Training Sessions 96 STEP 3: Train Thoroughly 98 STEP 4: Follow Up After Training 100 STEP 5: Conduct Productive Meetings 101 Spotlight on Management: A Better Way to Train 104 Checklist 106 The Real World: Practice Lesson 108 Personal Planner 110 6 Team Building for Success 111 Spotlight on Management: The Wrong Way to Build a Team 113 STEP 1: Understand the Characteristics of Strong Teams 115 STEP 2: Promote "Team Think" 117 STEP 3: Form a Cohesive Team 118 STEP 4: Continue the Process 121 STEP 5: Strengthen Your Team by Being a Team Player 123 Spotlight on Management: A Better Way to Build a Team 124 Checklist 126 The Real World: Practice Lesson 128 Personal Planner 130 7 Dealing with Challenges Successfully 131 Spotlight on Management: The Wrong Way to Handle Challenges 133 STEP 1: Mediate Confl ict Involving Others 136 STEP 2: Resolve Confl ict Involving You 138 STEP 3: Turn Problem Performers into Peak Producers 140 STEP 4: Handle the Change Process 143 STEP 5: Expect the Unexpected 146 Spotlight on Management: A Better Way to Handle Challenges 148 Checklist 150 The Real World: Practice Lesson 152 Personal Planner 154 PART THREE MANAGING FOR RESULTS 8 Monitoring Performance for Excellence 157 Spotlight on Management: The Wrong Way to Monitor Performance 159 STEP 1: Measure Results and Objectives 161 STEP 2: Manage Hands-On 164 STEP 3: Observe Your Employees 166 STEP 4: Document Performance 168 Spotlight on Management: A Better Way to Monitor Performance 169 Checklist 171 The Real World: Practice Lesson 172 Personal Planner 174 9 Motivating Through Meaningful Feedback 175 Spotlight on Management: The Wrong Way to Give Feedback 177 STEP 1: Meaningful Feedback Is Focused, Specifi c, and Timely 179 STEP 2: Quick Feedback Gets Positive Results 182 STEP 3: Development Action Plans Improve Performance 183 STEP 4: Appraising Performance Is the Most Effective Feedback 184 STEP 5: Accept Feedback Graciously 186 Spotlight on Management: A Better Way to Give Feedback 188 Checklist 190 The Real World: Practice Lesson 191 Personal Planner 192 10 Putting Your Best FACE Forward 193 Spotlight on Management: The Wrong Way to Put Your Best FACE Forward 195 STEP 1: Focus on Keeping Your Momentum Going 196 STEP 2: Achieve Your Goals by Taking Control of Your Destiny 198 STEP 3: Care for Yourself and Others 200 STEP 4: Exemplify the Best You Can Be 201 Spotlight on Management: A Better Way to Put Your Best FACE Forward 203 Checklist 205 The Real World: Practice Lesson 206 Personal Planner 207 Index 209
About Renee Evenson
REN'E EVENSON is a small-business consultant specializing in workplace communication and conflict resolution strategies. She is the author of several books, including Powerful Phrases for Effective Customer Service and Customer Service Training 101.