Customer Service Training 101
Renee Evenson
ISBN: | 9780814416426 |
Publisher: | AMACOM Div American Mgmt Assn |
Published: | 6 October, 2010 |
Format: | eBook |
Language: | English |
Links | Australian Libraries (Trove) |
Editions: |
3 other editions
of this product
|
Saving: | Saving: $0.00 or 0% |
Customer Service Training 101
Renee Evenson
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.
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