The Answer Book For Customer Service Managers
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| Author | : Jeff Furman PMP |
| Publisher | : Berrett-Koehler Publishers |
| Total Pages | : 411 |
| Release | : 2014-12-01 |
| Genre | : Business & Economics |
| ISBN | : 1567264670 |
If it's essential to project management... it's in here! The first edition of The Project Management Answer Book addressed all the key principles of project management that every project manager needs to know. With a new chapter on scrum agile, updates throughout, and many new PMP® test tips, this new edition builds on that solid foundation. The structure of this update maps closely to the PMBOK® Guide, Fifth Edition, and is designed to assist anyone studying for the PMP® and other certification exams. Helpful sections cover: • Networking and social media tips for PMs, including the best professional organizations, virtual groups, and podcast resources • The formulas PMs need to know, plus a template to help certification candidates prepare and self-test for their exams • Quick study sheet for the processes covered on the PMP® exam • Key changes in PMBOK® Guide, Fifth Edition, for readers familiar with earlier versions who want “the skinny” on the new version. PMs at every level will find real gold in the information nuggets provided in this new edition. Those new to project management will find the comprehensive coverage and the depth of the answers especially valuable, and will like the easy-to-read style and Q&A format. For experienced managers looking for new tools and skills to help them pass their PMP® or other certification exams, this is a must-have resource.
| Author | : Barbara Mitchell |
| Publisher | : Red Wheel/Weiser |
| Total Pages | : 185 |
| Release | : 2018-06-18 |
| Genre | : Business & Economics |
| ISBN | : 1632658801 |
The award-winning Q&A guide on management from the authors of The Big Book of HR. 2020 Winner, Next Generation Indie Book Award in the Career Category Congratulations, you’re a manager! Now what? Of course, you have expertise in the field you’re managing—but there’s so much more to know, and your responsibilities can become overwhelming at times. A management career means continuous learning: encountering new situations, solving new problems, and gaining new skills on a constant basis. In question-and-answer format, this easy-to-use guide provides information on many aspects of managing, including: • Getting started: moving from peer to manager, setting goals, managing projects, resources, and much more • Developing your management skills: communicating, delegating, motivating, and facilitating • Building and managing your team: hiring, firing, and everything in between • Creating your personal brand: building credibility for yourself, your team, and your department • Managing up, down, and around: working with people and functions in your organization • Potential land mines: conflict, change, and risk • Legal pitfalls: navigating the miasma of laws and regulations, and more
| Author | : Richard C. Grote |
| Publisher | : AMACOM/American Management Association |
| Total Pages | : 260 |
| Release | : 2002 |
| Genre | : Business & Economics |
| ISBN | : 9780814426692 |
Most managers hate conducting performance appraisal discussions. What's worse, few feel confident in their ability to accurately assess the performance of a subordinate. In The Performance Appraisal Question and Answer Book, expert Dick Grote answers over 100 of the most common -- and most difficult -- questions about this vitally important but often misunderstood and misused tool, including:* How should I react when an employee starts crying during the appraisal discussion . . . or gets mad at me?* Which is more important -- the results the person achieved or the way she went about doing the.
| Author | : Anita Rosen |
| Publisher | : Amacom Books |
| Total Pages | : 246 |
| Release | : 2002 |
| Genre | : Business & Economics |
| ISBN | : 9780814471548 |
This practical question and answer guide provides all the information business people need to know about e-commerce. It explains what it's all about, which technology is used, how to create and market a successful Web site, and how to incorporate e-commerce into an overall business strategy.
| Author | : Shawn A. Smith |
| Publisher | : AMACOM Div American Mgmt Assn |
| Total Pages | : 289 |
| Release | : 2011 |
| Genre | : Business & Economics |
| ISBN | : 0814417175 |
The HR Answer Book is an easy-to-use problem solver for managers and human resources professionals struggling to adapt to new workplace challenges. Authors Shawn Smith and Rebecca Mazin address more than 200 of the most common employer questions relating to job functions such as recruitment and hiring, discipline and downsizing, compensation and benefits, and training and employee relations. As a result, the book equips readers with the industry's best practices to overcome any hurdle and experience astounding success in their roles.The updated second edition of The HR Answer Book contains a comprehensive and up-to-date overview of the human resources field for management instructors, including revised and expanded sections on FMLA, health insurance changes, compensation laws, salary reductions, and using social networking to recruit employees. It is also packed with bonus checklists including: 10 Questions to Ask Before Scheduling an Interview, Job Applicant Flow logs, Performance Goals forms, and an Exit Interview Questionnaire.In the fast-paced environment of the twenty-first century, human resources professionals and department managers must try on new approaches to success. Whether used as a cover-to-cover resource or a quick reference for tackling specific challenges, this book offers the immediately accessible tools you need to thrive and help others--and your organization--do the same.
| Author | : Barbara Mitchell |
| Publisher | : Red Wheel/Weiser |
| Total Pages | : 226 |
| Release | : 2018 |
| Genre | : Business & Economics |
| ISBN | : 1632651416 |
Whether you're a new or seasoned manager, your responsibilities can become overwhelming at times. There are days and new situations that will leave you feeling vulnerable. You don't know where to start or even what to ask!
| Author | : Alison Green |
| Publisher | : Ballantine Books |
| Total Pages | : 306 |
| Release | : 2018-05-01 |
| Genre | : Business & Economics |
| ISBN | : 0399181822 |
From the creator of the popular website Ask a Manager and New York’s work-advice columnist comes a witty, practical guide to 200 difficult professional conversations—featuring all-new advice! There’s a reason Alison Green has been called “the Dear Abby of the work world.” Ten years as a workplace-advice columnist have taught her that people avoid awkward conversations in the office because they simply don’t know what to say. Thankfully, Green does—and in this incredibly helpful book, she tackles the tough discussions you may need to have during your career. You’ll learn what to say when • coworkers push their work on you—then take credit for it • you accidentally trash-talk someone in an email then hit “reply all” • you’re being micromanaged—or not being managed at all • you catch a colleague in a lie • your boss seems unhappy with your work • your cubemate’s loud speakerphone is making you homicidal • you got drunk at the holiday party Praise for Ask a Manager “A must-read for anyone who works . . . [Alison Green’s] advice boils down to the idea that you should be professional (even when others are not) and that communicating in a straightforward manner with candor and kindness will get you far, no matter where you work.”—Booklist (starred review) “The author’s friendly, warm, no-nonsense writing is a pleasure to read, and her advice can be widely applied to relationships in all areas of readers’ lives. Ideal for anyone new to the job market or new to management, or anyone hoping to improve their work experience.”—Library Journal (starred review) “I am a huge fan of Alison Green’s Ask a Manager column. This book is even better. It teaches us how to deal with many of the most vexing big and little problems in our workplaces—and to do so with grace, confidence, and a sense of humor.”—Robert Sutton, Stanford professor and author of The No Asshole Rule and The Asshole Survival Guide “Ask a Manager is the ultimate playbook for navigating the traditional workforce in a diplomatic but firm way.”—Erin Lowry, author of Broke Millennial: Stop Scraping By and Get Your Financial Life Together
| Author | : BoardSource |
| Publisher | : John Wiley & Sons |
| Total Pages | : 313 |
| Release | : 2010-12-21 |
| Genre | : Business & Economics |
| ISBN | : 1118047486 |
“Think for a moment of the best conversations you’ve had with friends and colleagues. You were honest with one another—not shy about speaking up but relaxed, even if the topic being discussed was serious in nature. That’s the type of conversation The Nonprofit Board Answer Book aims to have with you in the pages that follow. It follows a question-and-answer format, enabling you to quickly find an answer to a burning question you have right now. At the same time, it’s easy to pick up and read straight through, either cover to cover or one section at a time. At the end of each question-and-answer pairing you’ll find suggested action steps. These offer ways to put the information to a practical use on your own board and within your own nonprofit organization. Implementing some of these steps may lead to more questions as you become even more committed to fulfilling your responsibilities as a board member. Remember: behind every good answer lies a good question. So keep asking those questions.”--from the Introduction
| Author | : Bob Boyd |
| Publisher | : Berrett-Koehler Publishers |
| Total Pages | : 367 |
| Release | : 2012-06 |
| Genre | : Business & Economics |
| ISBN | : 1523097175 |
The Classic COR/COTR Reference Updated! Incorporating the most important changes to regulations affecting federal acquisition, this third edition of The COR/COTR Answer Book remains the “go to” reference for CORs, COs, and other acquisition professionals. Included in this third edition are: • Updated and expanded coverage of the policies and regulations on government property • Revised dollar thresholds that comply with the most recent changes • In-depth coverage of performance-based payments Coverage of the new FAR rules on COR certification details the elements of this new three-tiered mandatory certification program, along with the requirements on training, experience, and continuous learning. The easy-to-use question and answer format facilitates quick access to specific information. In this third edition, The COR/COTR Answer Book continues a tradition of trusted service to acquisition professionals carrying out their vital role in contract planning, formation, and administration.
| Author | : Renee Evenson |
| Publisher | : AMACOM |
| Total Pages | : 226 |
| Release | : 2011-09-14 |
| Genre | : Business & Economics |
| ISBN | : 0814417167 |
Becoming a great customer service manager requires an intentional focus on skills beyond those required for exemplary customer service. Building off the success of her book Customer Service Management Training 101, author Renée Evenson shows readers what it takes to advance to the next stage in their careers--focusing on their development as managers. Filled with the same accessible, step-by-step guidance as its predecessor, this book teaches readers how to identify their personal management style and develop the core leadership qualities needed to communicate with, lead, train, motivate, and manage those employees responsible for customer satisfaction. Designed for new managers and veterans alike, Customer Service Management Training 101 covers essential topics, including: planning and goal setting, time management, team development, conflict resolution, providing feedback, listening to your employees, monitoring performance, conducting meetings, and managing challenges.Packed with checklists, practice lessons inspired by real-world scenarios, and detailed examples and explanations of the right and wrong ways to do things, this handy resource is the start and finish of everything customer service managers need to know to thrive.
