Customer Service Training 101, Second Edition

Evenson, Renee

ISBN 10: 0814416411 / ISBN 13: 9780814416419

Published by Amacom, 2010

About this Item

Fast Free Shipping â Very Good condition book with a firm cover and clean pages. Shows normal use and some light wear or limited notes markings. A solid, nice copy to enjoy.

Seller Inventory # GWV.0814416411.VG

Bibliographic Details

• Title: Customer Service Training 101, Second Edition
• Publisher: Amacom
• Publication Date: 2010
• Language: English
• ISBN 10: 0814416411
• ISBN 13: 9780814416419
• Binding: Soft cover
• Edition: 2nd Edition
• Condition: very_good

About this title

Synopsis

Good customer service is a given for any company that wants to survive in an ultra-competitive business landscape. But the truly dominant companies in any industry have taken their service programs to new heights, providing truly exceptional customer experiences that build loyalty, create genuine relationships, and generate unparalleled word-of-mouth marketing.

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!

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.