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Management Essentials

8-1/2" x 11", softcover, 72 pages, $39.95. Table of Contents Order Now

Top-notch customer service departments don’t just happen. They are built by great managers with excellent skills. Now you can realize your full potential as a manager with Management Essentials.

Written especially for today’s customer service manager, this guide is a powerful tool that will 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

Table of Contents

Chapter 1 —    Understanding the manager’s role
Customer service managers are the crucial link between customers, CSRs and the company.

Chapter 2 —    Managing your time
A few simple lessons will help you plan both your work and your time.

Chapter 3 —    Delegation equals empowerment
To grow as a manager, it’s important to learn how to get work done through others.

Chapter 4 —    Effective communication skills
To communicate well as a manager, you need to hone your active listening skills, be aware of basic body language, and avoid words and phrases that shut down communication.

Chapter 5 —    Monitoring CSR performance
Monitoring CSRs is essential to ensure quality service performance, identify training gaps, pinpoint evolving customer needs and promote continuous improvement.

Chapter 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.

Chapter 7 —    Creating a training process
The overall process involves formal training sessions, on-the-job application of new skills and continual monitoring and coaching.

Chapter 8 —    Conducting performance appraisals
The key to conducting successful employee performance evaluations is to view the process through your CSRs eyes.

Chapter 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.

Chapter 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.

Chapter 11 —    Developing leadership skills
Customer service leaders have a vision of the long-term needs of customers, CSRs and the company, and have an understanding of what is possible as well as 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

Management Essentials is published by the Customer Service Group.

The Customer Service Group provides management and training materials through its newsletters, The Customer Communicator and Customer Service Newsletter, books, and Customer Service Week support materials.

 

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