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Ebook300 pages1 hour
Customer Service Management Training 101: Quick and Easy Techniques That Get Great Results
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About this ebook
Becoming 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 • 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.
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Author
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.
Read more from Renee Evenson
Customer Service Training 101: Quick and Easy Techniques that Get Great Results Rating: 5 out of 5 stars5/5Customer Service Management Training 101: Quick and Easy Techqniues That Get Great Results Rating: 3 out of 5 stars3/5Award Winning Customer Service Rating: 4 out of 5 stars4/5
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