{ "item_title" : "How to Be a Customer Service Manager", "item_author" : [" Toby Walker "], "item_description" : "Are you ready to step into a customer service management role and lead with confidence, clarity, and results?How to Be a Customer Service Manager is the ultimate practical guide for anyone looking to excel in customer service leadership, whether you're newly promoted, aspiring to management, or looking to sharpen your skills. This comprehensive handbook breaks down everything you need to succeed-from building high-performing teams to mastering customer experience strategy and data-driven decision-making.In today's fast-paced, customer-first world, businesses succeed or fail based on their service quality. This book gives you the tools, frameworks, and real-world strategies to stand out as a high-impact customer service manager.Inside, you'll discover how to: Build and lead a high-performing customer service teamImprove customer satisfaction (CSAT), NPS, and retentionDesign a winning customer experience (CX) strategyManage KPIs, dashboards, and data like a proHandle complaints, escalations, and service recoveryImplement modern tools, CRM systems, and AI in customer supportDevelop leadership, coaching, and communication skillsCreate a customer-centric culture that drives loyaltyBuild business cases and influence senior stakeholdersPacked with step-by-step frameworks, templates, case studies, and practical examples, this book is designed to help you take immediate action and deliver measurable results.Whether you work in a contact centre, SaaS company, retail, or any service-driven business, this is your blueprint to becoming a confident, effective, and respected customer service leader.If you want to increase customer loyalty, improve team performance, and grow your career in customer service management, this book is for you.", "item_img_path" : "https://covers2.booksamillion.com/covers/bam/9/79/818/369/9798183691573_b.jpg", "price_data" : { "retail_price" : "12.99", "online_price" : "12.99", "our_price" : "12.99", "club_price" : "12.99", "savings_pct" : "0", "savings_amt" : "0.00", "club_savings_pct" : "0", "club_savings_amt" : "0.00", "discount_pct" : "10", "store_price" : "" } }

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