Customer Service Training 101: Quick and Easy Techniques That Get Great Results

(Paperback)

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Description

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 author's extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is augmented with instructive sidebars, a summary of key points, practice exercises, and so much more.

Reviews

-... rule book providing winning game plans for exceptional customer service...it will raise the bar of excellence you want to be known for.- --Training Media Review
-...must-have resource for any manager. Evenson has compiled an easy-to-read guide that can be implemented for any situation and any employee.- --Niche magazine
..". rule book providing winning game plans for exceptional customer service...it will raise the bar of excellence you want to be known for." --Training Media Review
..".must-have resource for any manager. Evenson has compiled an easy-to-read guide that can be implemented for any situation and any employee." --Niche magazine

Author Bio

Renee Evenson is a small-business consultant specialising in workplace communication and conflict resolution strategies. She is the author of several books, including Powerful Phrases for Effective Customer Service and Customer Service Training 101.