Customer Service Management Training 101
Quick and Easy Techniques That Get Great Results
Author: Renee Evenson
Pub Date: September 2011
Print Edition: $24.00
Print ISBN: 9780814417157
Page Count: 224
Format: Paper or Softback
e-Book ISBN: 9780814417164
Buy the book:
Why do customers take their business elsewhere? Some move away.
Some are not satisfi ed with the product. Some go for competitive reasons.
But the majority of customers take their business elsewhere because the
business owner, manager, or frontline employee is indifferent toward them.
Most of these customers will not even complain; they just won’t come back.
Great customer service isn’t doing what you think your customers
want; it’s doing what your customers want. One of the biggest mistakes
businesses make is assuming they know what their customers want
without getting to know their customers and their needs. Managers who
ensure that they and their teams are clued in to their customers are in the
best position to give exceptional service.
To understand customers, you need to get close to them, stay tuned
in to them, and think like them. Frontline employees are the key. They
present the face of the business, so it is crucial that managers train them
to interact successfully with customers. Customer service managers who
know how to train effectively, follow up with observation, and provide
meaningful feedback are in a great position to develop customer loyalty.
Every customer service manager wants to develop strong teams in
which coworkers interact well with each other and take responsibility for
providing exceptional customer service. But although they understand
how important customer service is, many acknowledge that their employees
often do not appreciate its importance. In addition, managers
often ignore employee behavior problems because they do not know how
to deal with them. The sad news, for managers, is that ignoring problems
will not make them go away. Ignoring problems will make customers go
Managers interested in learning how to motivate employees to provide
top-notch service will fi nd their answers by reading Customer Service
Management Training 101. This book teaches managers how to be
effective leaders and how to develop the necessary skills to communicate,
train, and inspire their frontline employees who are responsible for
customer satisfaction. It is also a good teaching tool for personal skills
Customer Service Management Training 101 utilizes the successful
format of Customer Service Training 101, providing step-by-step lessons
to help new managers become effective leaders and veteran managers
improve their skills. It is divided into three parts: managing yourself,
managing others, and managing for results.
Each chapter includes a skills checklist, a “real world” practice lesson,
and a goal planner. Chapter topics include understanding your personal
management style; developing solid leadership qualities; planning and
organizing; communicating up, down, across, inside, and outside; training
for excellence; building a strong team; monitoring performance; providing
meaningful feedback; and fi nally, focusing on self-development
and making yourself the best you can be.
Customer Service Management Training 101 will endure because it
focuses on managing and leading frontline employees to provide exceptional
customer service. While other aspects of a business undergo
continual change, the fundamentals of customer service management
remain the same.
The most important benefit of being an effective customer service
manager is increased productivity, effi ciency, and job satisfaction. It is
always cheaper and faster when frontline employees do the job right the
fi rst time. Satisfying an unhappy customer costs a lot more, both in dollars
and time, than satisfying a customer on the fi rst try.
As a manager, your success depends not only on how well you perform,
but on how well your employees perform. Your success depends
on your mastery of leadership and management skills. Whether you are
a new manager or a veteran, Customer Service Management Training 101
will help you get to the top of your game—and stay there.
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