Customer Service Training 101: Quick and Easy Techniques That Get Great Results
Language: English
Published by HarperCollins Focus, United States, 2010
- Softcover
- Used
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Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition of Customer Service Training 101 presents proven techniques for creating unforgettable customer experiences. The book covers every aspect of face-to-face, phone, Internet, and self-service customer relations, and provides simple yet powerful tips for: Projecting a positive attitude and making a great first impression Communicating effectively, both verbally and nonverbally Developing trust, establishing rapport, and making customers feel valued Confidently handling difficult customers and situations New features include How Do I Measure Up? self-assessments, and Doing It Right examples from the authors extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is aug mented with instructive sidebars, a summary of key points, practice exercises, and so much more. The book has been read, but is in excellent condition. Pages are intact and not marred by notes or highlighting. The spine remains undamaged.…
Seller Inventory # GOR004811750
- Title
- Customer Service Training 101: Quick and Easy Techniques That Get Great Results
- Author
- Renee Evenson
- Publisher
- HarperCollins Focus, United States
- Publication year
- 2010
- Condition
- Very Good
- Binding
- Paperback
- Language
- English
- ISBN 10
- 0814416411
- ISBN 13
- 9780814416419
- Edition
- 2nd Edition
- Item weight
- 499 grams
- Dimensions
- 74 x 92
How do they do it? How can you do it? Customer Service Training 101 shows you how to equip your entire service team with the critical information and powerful techniques they need to handle both everyday service functions and extraordinary circumstances. Filled with step-by-step, interactive lessons that you can customize to fit your team's needs and learning styles, this superpractical guide shows how to ensure that service representatives always:
Involving your entire team by personalizing specific service scenarios enables you to teach and reinforce precise, repeatable techniques that work to enhance positive, customer-focused attitudes. Use the discussion topics and key points summaries in each chapter for follow-up. Designed for immediate use in any customer service environment, Customer Service Training 101 provides the very best proven service strategies, saving you the time, energy, and expense of building or rebuilding a complete training program from scratch.
If you think that knowledgeable, confident, motivated, and positive service representatives will help your organization and its customers---today and well into the future---this book is for you!
"Synopsis" may belong to another edition of this title.
About the Author
RENÉE EVENSON has worked in the customer service management field for 25 years, 15 of them as a customer service manager at BellSouth Telecommunications, where her duties included staff training and development.
"About the title" may belong to another edition of this title.
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