Hi this may be off topic, but this the best place I could think to post it. Please move it or delete it if has no place on Flashkit.

I work for a background investigation company (more to the point a non-graphic design/web design studio). I WAS the IT help desk person but now due to my "excellent performance" both technically and customer service-wise I have been put into a role where I am a liaison between the IT department and Customer Service department...Basically my responsibilities are to train the Customer Service department on our new technologies and policies and so on...So this has given me sort of a "middle management" type of role..while I don't "formally" have control over the customer service department, it is kind of just known, that if I make a request, or tell them to do something a certain way, they better do it.

So my question to all you professionals out, there...do you know of any good books on Management skills and training and such? I have no formal training in managing or training others, so I am kind of just winging it. I basically take the approach of giving very detailed, informative informational emails/lectures……I spell everything out in terms that make people see the BIG PICTURE…because I feel my team sometimes takes things as they come, instead of seeing the whole picture, or the grand scheme of things….Ya know, I like to ask ‘ What does the customer really want”?

They have gotten better in the last few weeks, and I always make sure I call them or email them whenever they show improvement from previous “mistakes”, just to give them some positive reinforcement.

I know the type of business I am in is quite different than most people here, but I would assume management skills apply across the board. So any insight would be most appreciated.

Thanks for any help.

_pC