Management Essentials — Samantha Holt

Now you can realize your full potential as a manager with this new guide from the Customer Service Group's Success Guides Series ... Management Essentials.

Written especially for today's customer service manager, this guide is a powerful tool that will sharpen your organizational, coaching, training, motivating, and monitoring skills.

- If you are a new manager, this book will give you the skills you need.
- If you are an experienced manager, you will gain valuable new insights into managing the customer service or contact center.

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

- Define your role as a customer service manager or supervisor
- Manage your time to get things done even during 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 survey that will help you gain the cooperation of internal customers
- 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
- A complaint management form for capturing customer information that can identify a weak link in your processes
-and more!