About This Chapter
Technical and Soft Skills for Customer Service Managers - Chapter Summary
This chapter's lessons examine the skills customer service managers need to oversee their teams, increase productivity and improve team performance. Your customer service managers and management trainees can study the following:
- The role of a customer service manager in promoting productivity
- Skills needed by managers, including technical, communications and interpersonal skills
- Techniques for negotiating complaints and dealing with difficult customers
- Interpersonal, persuasive, managerial and leadership communication
- Types of communication strategies
- The connection between time management and job stress
These brief lessons clearly explain what is involved in each skill and why it is important for customer service management. A multiple-choice quiz at the end of the chapter lets your managers assess their knowledge.
How It Helps
- Promotes understanding of their role: After watching these lessons, either on their own or in a group corporate training setting, your customer service managers will have a better comprehension of what their job requires.
- Increases productivity: By developing the skills required of good customer service managers, your employees will be more effective team leaders.
- Emphasizes skill development: These lessons go over skills needed by customer service managers, showing them what they should know and offering ideas on how they can develop them more fully.
After watching these lessons, customer service managers should be able to:
- Understand how productivity is promoted by effective managers
- Outline the technical, communication and interpersonal skills that customer service managers must have
- Resolve customer service conflicts and complaints
- Evaluate examples of strong management skills
- Describe leadership, managerial, persuasive and interpersonal communication
- Apply different types of communication strategies
- Assess the relationship between job stress and time management
1. Management Skills: Definition & Examples
Managers are a critical part of a business's success. A good manager leads others and has the skills and ability to run a business well. Today we will go over the meaning of management skills as well as review some examples.
2. Managerial Skills: How Good Managers Promote Productivity
This lesson will discuss the types of skills a manager needs, including technical, human, and conceptual skills. You'll learn how each of these skill sets impacts a manager's ability to effectively lead his or her employees.
3. What Are Technical Skills in Management? - Definition & Examples
Technical skills are the knowledge and capabilities to perform specialized tasks. Management often needs to have technical skills in order to communicate effectively with line workers and coordinate efforts.
4. Technical Skills for Customer Service Managers
This lesson will identify and explain technical skills that are required of customer service managers. We will also glance at the use of customer relationship management (CRM) systems to enhance business operations.
5. Time Management & Job Stress
Time management is something we all deal with as our lives get more hectic. In this lesson, we will address time management and the stress it can put on an individual in the workplace.
6. Leadership Communication: Importance & Styles
In this lesson we will learn about leadership communication. We will first learn why it is important by exploring some crucial qualities of a leader. We will then look at a variety of leadership communication styles and why they work well.
7. Managerial Communication
This lesson discusses the role of communication for management by detailing the various functions it facilitates. Why do managers need to be able to communicate well? What are the challenges in that process?
8. What are Communication Strategies? - Definition, Types & Examples
To run efficiently, companies need to implement effective communication strategies. This lesson reviews types of communication strategies and provides examples.
9. Communication Skills for Customer Service Managers
Strong communication skills are imperative to the success of any customer service manager. In this lesson, we will explore the core communication skills necessary for excellent customer relations and ways to develop those skills.
10. Persuasive Communication: Theories, Skills & Techniques
Persuasive communication can be an effective way to change the minds and behaviors of those with whom you disagree. In this lesson, you'll learn about cognitive dissonance theory and the rational model of persuasion and how to apply them.
11. What Is Interpersonal Communication in the Workplace? - Definition, Process & Examples
Interpersonal communication in the workplace is an essential skill to master. In this lesson, you'll learn about interpersonal communication and its fundamental processes. You'll also have a chance to take a short quiz.
12. Practical Application: Assessing Interpersonal Skills in the Workplace
This questionnaire will help you self assess your interpersonal skills needed for success in the workplace. We'll go over how to analyze your results and next steps as well.
13. Interpersonal Skills for Customer Service Managers
As a customer service manager, you must develop your interpersonal skills in order to be effective in dealing with customers and leading your team. In this lesson, we'll examine key interpersonal skills and ways to improve them.
14. Resolving Customer Service Complaints & Conflict
Dealing with customer complaints can be a challenging task, but when you have the tools to help you understand the customer's concerns and how to resolve them, the result can be a happy customer.
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