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Customer Service Management Training 101
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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 the Author

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.

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