The Best Practice Guide for Customer Service Managers
World Class Organisations acknowledge the key importance of excellent Customer Service. Managers and Team Leaders, equipped with the right skills and understanding, can implement a culture of excellent Customer Service in an organisation, making a real difference for the
business.
The Best Practice Guide for Customer Service Managers is an activity-based improvement programme for Managers and Team Leaders who wish to manage Customer Service effectively and proactively, through motivating and inspiring their teams.
The Guide will help you as a Manager or Team Leader to involve your team in decision making, planning and improving. Moving beyond traditional management styles, where staff are only given responsibility for day-to-day tasks and rarely empowered to take the initiative, this Best Practice Guide shows you how to keep your team engaged every step of the way, realising the organisational prize of World Class Service Excellence.
Key Features:
- Complete guide for Managers and Team Leaders
- Mapped to the UKS's NOS for Customer Service Level 3
- Translates Customer Service Strategy into practical steps for teams
- Innovative ideas on how to motivate, inspire and organise teams
- Practical, work related activities
- Clear, fun and thought-provoking
- Ideal for NVQ assessors
Rachel Thomas - Director, Supply Chain Academy, Unilever:
“This book is for anyone in a Team Leadership or Management position who is keen to put their customers at the centre of everything they do. Whether you are a new manager or one of long standing, the content is conveyed in a way which makes learning or re-learning fun and encourages you to implement your key changes today.”
“An example from my own personal experience shows how something as simple as ensuring that the first point of contact can answer a customer query results in up-skilling and empowerment for the team, raising collective knowledge and our commitment to one another - as well as to achieving service excellence. The Best Practice Guide for Customer Service Managers shows, in a practical way, how to introduce a wealth of customer focused improvements in teams.”
Authors Trevor Arden and Stephanie Edwards are leading subject matter experts in Customer Service. Their speciality is building and delivering blended, online training programmes in Customer Service for global companies.
"This is the definitive A to Z guide to customer service training. Easy to understand and to implement, this is a very practical guide, enlivened with very interesting case studies and some wicked cartoons. Some of my friends will not like me saying this, but you could save an awful lot of consultancy fees by purchasing and using this book!"
Don Hales, Founder and Chairman of Judges, National Customer Service Awards and National Sales Awards
Click here for a review of this book by Dr Ted Johns, Chairman of the Institute of Customer Service
