Customer Service Management Training 101 - by Renee Evenson (Paperback)

About the Book

You've mastered the skills required to achieve customer satisfaction. But how do you effectively train others to do the same? This user-friendly book will help new customer service managers and veterans alike lead frontline employees with confidence.

Book Synopsis

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.

From the Back Cover

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.

About the Author

RENEE EVENSON has worked in the customer service management field for over 30 years, including 15 as a customer service manager and trainer at BellSouth Telecommunications. She has a degree in organizational psychology and is the author of "Customer Service Training 101" and "Award-Winning Customer Service."