Becoming a great customer service manager requires a mastery of skills beyond th ose needed by frontline employees. Filled with the same accessible, step-by-step guidance as Customer Service Training 101, this user-friendly book shows reader s 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 ess ential topics, including: Planning and goal setting • Time management • Team d evelopment • Conflict resolution • Providing feedback • Monitoring performance • Conducting meetings • Managing challenges • Listening • Verbal, nonverbal, and written communication. Readers will learn to identify their personal managemen t style, develop core leadership qualities, and efficiently focus on their own d evelopment as managers. Packed with checklists, “real world” practice lessons, a nd examples of the right and wrong ways to do things, this is the one book every customer service manager needs to thrive. v