Customer Service Management Training 101: Quick and Easy Techniques That Get Great Results Book

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