CUSTOMER SERVICE MANAGEMENT TRAINING 101: QUICK AND EASY TECHNIQUES THAT GET GREAT RESULTS
Book ID/图书代码： 00431012B51555
English Summary/英文概要： 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.
Chinese Summary/中文概要： 成为一个伟大的客户服务经理要求掌握超出一线员工所需的那些技能。包含客户服务指导培训101易理解的，一步一步的指导。这本用户友好本的书籍，告诉读者如何发展所需的沟通，引导，培养，激励和管理这些员工实现客户满意度的技能。为新的管理人员和经验丰富的管理人员设计，本书基本主题，包括：
规划和目标设定•时间管理•团队开发•解决冲突•提供反馈•监视绩效•主持会议•管理挑战•倾听•言语，非言语和书面交流。
读者将学习并确定其个人的管理风格，发展核心领导素质，并有效地专注于他们作为管理者自身的发展。清单列表，“现实世界”的实践课，正确与错误方式来做事的例子，这是每一位客户服务经理发展需要的一本书。(兼职翻译-LNL)
Awards/获奖情况：
About the Author/作者介绍： RENÉE EVENSON在客户服务管理领域工作了30多年，包括15个客户服务管理者和南贝尔电信教练员。她是组织心理学学士学位，是《客户服务培训101》和《屡获殊荣的客户服务》等书的作者。 RENÉE EVENSON has worked in the customer service management field for over 30 years, including 15 as a customer service manager and trainer at BellSouth Telecommunications. She has a degree in organizational psychology and is the author of Customer Service Training 101 and Award-Winning Customer Service.
Format:电子手稿
Rights Status/版权销售情况：Simplified Chinese/简体中文：AVAILABLE
Complex/Traditional Chinese/繁体中文：AVAILABLE
Sales in other countries/其他国家销售情况：
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