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Management Essentials

Management Essentials

8-1/2" x 11", softcover,
72 pages, $39.95

Table of Contents

Read the Introduction


In today’s business environment it’s more important than ever to keep your management skills up to date. Now you can realize your full potential as a manager with Management Essentials.

Written especially for today’s customer service team leaders, supervisors, and managers, this guide is a powerful tool that will help you sharpen your organizational, coaching, training, and motivating skills.

Throughout the guide, you’ll find very specific tips and advice based on the real-world experiences of service managers. You’ll learn how to:

  • Manage your time to get things done even in a crisis
  • Delegate work to enrich your reps’ jobs and increase your personal productivity
  • Establish respect and credibility with your staff through effective communication, coaching, and feedback
  • Develop training and monitoring programs that really work
  • Use proven motivation techniques to keep your team fired up
  • Handle escalated complaints without undermining your frontline reps
  • Hone your leadership skills so you continue to build your career in customer service management.

The guide is packed with self-tests, forms, charts, and checklists. You’ll build your skills with materials like these:

  • A self-quiz to help you rate your management skills and identify areas for improvement
  • The 4 empowerment techniques that will keep CSRs in control of calls
  • A simple organizational system that will make your productivity skyrocket
  • The 3 “musts” of great coaching
  • A learning model that professional trainers use to structure effective training programs
  • A performance appraisal checklist you can use to develop a win-win evaluation process.

Just look at this detailed table of contents.

Table of Contents

  1. Understanding the manager’s role
    • Customer service managers are the crucial link between customers, CSRs and the company. Maintaining balance is an ongoing challenge.
  2. Managing your time
    • A few simple lessons will help you plan both your work and your time.
  3. Delegation equals empowerment
    • To grow as a manager, it’s important to learn how to get work done through others.
  4. Effective communication skills
    • To communicate well as a manager, you must hone your active listening skills, be aware of basic body language, and avoid words and phrases that shut down communication.
  5. Monitoring CSR performance
    • Monitoring CSRs is essential to ensure quality service performance, identify training gaps, pinpoint evolving customer needs, and promote continuous improvement.
  6. Coaching and feedback techniques
    • Coaching is a very effective management tool and one that produces positive results in CSR performance, morale, and skill building.
  7. Creating a training process
    • The overall process involves formal training sessions, on-the-job application of new skills, and continual monitoring and coaching.
  8. Conducting performance appraisals
    • The key to conducting successful employee performance evaluations is to view the process through your CSRs eyes.
  9. Handling escalated complaints
    • To ensure that you’re not always putting out fires, it’s important to permanently fix common or frequent customer concerns.
  10. The art of motivating others
    • Skillful managers take note of their CSRs’ specific needs and look for ways to enrich the job to help satisfy those needs. Motivators can range from something as informal as offering praise to more formal offerings such as career paths and compensation packages.
  11. Developing leadership skills
    • Customer service leaders have a vision of the long-term needs of customers, CSRs and the company. They understand what is possible and how to get there.

Your Guarantee of Satisfaction

Management Essentials is guaranteed. We want you to use this valuable resource and put its ideas to work in your department. Then, if you are not 100% satisfied, you may return it within 30 days for a full refund.

About the Publisher

The Customer Service Group provides ready-to-use tools for customer service training and frontline motivation including a monthly newsletter, training guides, DVDs, and Customer Service Week celebration materials.


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