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Product Identifiers

PublisherAmacom

ISBN-100814472907

ISBN-139780814472903

eBay Product ID (ePID)46457446

Product Key Features

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

Number of Pages224 Pages

LanguageEnglish

Publication Year2005

TopicTraining, Customer Relations, General

IllustratorYes

GenreBusiness & Economics

AuthorRenee Evenson

FormatTrade Paperback

Dimensions

Item Height0.7 in

Item Weight15.2 Oz

Item Length9.2 in

Item Width7.4 in

Additional Product Features

Intended AudienceTrade

LCCN2005-010446

Reviews"... great resource for beginners looking to save both time and money while providing their employees with the training they need."-Niche Magazine, "... great resource for beginners looking to save both time and money while providing their employees with the training they need." - Niche Magazine, "The professionalism and enthusiasm of your frontline employees reflects directly on your small business. In this book, the author offers an easy-to-read guide that helps you get your employees in shape to handle any situation. There are interactive lessons that can be adapted for any type of business and for any type of employee trainee. It's a nice book for biz owners or managers and will help motivate your people and equip them with customer service tools...If you don't have the time to create your own comprehensive training program, just pick up this book." -- SMALL BUSINESS OPPORTUNITIES

Dewey Edition22

Dewey Decimal658.3/1245

SynopsisIf the true face of any organization is its customer service people, then nothing is more important than the training of these crucial employees. Customer Service Training 101 is a comprehensive yet easy to read and easy to implement guide that helps you prepare front-line employees for any situation. Filled with step-by-step, interactive lessons that can be adapted for any business and for learners of any experience level, Customer Service Training 101 gives you proven, practical techniques for addressing important customer service topics, enabling your employees to: * Project a positive attitude and make a great first impression * Communicate effectively, both verbally and nonverbally * Develop trust, establish rapport, and make customers feel valued * Confidently handle ""difficult"" customers and situations * Interact effectively face-to-face, and via telephone and e-mail Whether you're running a traditional training program or working a training component into your daily routine, you'll be able to quickly and easily tailor the material for your specific needs. The book allows you to instill a sense of pride, caring, teamwork, and cooperation into any service operation, while increasing overall productivity, efficiency, and effectiveness. The lessons allow you to get trainees involved by personalizing specific customer scenarios, while handy discussion topics can be used for follow-up sessions. Each chapter includes helpful, illustrative anecdotes and a listing of key points. And a bonus section provides useful tips for making the most of training sessions. Customer Service Training 101 saves you the time of creating your own comprehensive training program, and enables you to provide the kind of fun and effective training that results in knowledgeable and confident employees. Packed with powerful, proven tools, ideas, and techniques, this inspiring training guide will pave the way to outstanding customer service., Busy managers and customer service instructors in charge of training their customer service employees will find powerful tools and advice in Customer Service Training 101. This inspiring, comprehensive training manual offers readers an easy-to-implement approach for equipping their people with the skills they need to excel in this important role. Addresses important customer service areas including: making a good first impression projecting a positive attitude developing trust, establishing rapport, and making customers feel valued confidently handling '¬Sdifficult'¬� customers and situations interacting effectively face-to-face, and via telephone and e-mail, If the true face of any organization is its customer service people, then nothing is more important than the training of these crucial employees. Customer Service Training 101 is a comprehensive yet easy to read and easy to implement guide that helps you prepare front-line employees for any situation. Filled with step-by-step, interactive lessons that can be adapted for any business and for learners of any experience level, Customer Service Training 101 gives you proven, practical techniques for addressing important customer service topics, enabling your employees to: * Project a positive attitude and make a great first impression * Communicate effectively, both verbally and nonverbally * Develop trust, establish rapport, and make customers feel valued * Confidently handle "difficult" customers and situations * Interact effectively face-to-face, and via telephone and e-mail Whether you're running a traditional training program or working a training component into your daily routine, you'll be able to quickly and easily tailor the material for your specific needs. The book allows you to instill a sense of pride, caring, teamwork, and cooperation into any service operation, while increasing overall productivity, efficiency, and effectiveness. The lessons allowyou to get trainees involved by personalizing specific customer scenarios, while handy discussion topics can be used for follow-up sessions. Each chapter includes helpful, illustrative anecdotes and a listing of key points. And a bonus section provides useful tips for making the most of training sessions. Customer Service Training 101 saves you the time of creating your own comprehensive training program, and enables you to provide the kind of fun and effective training that results in knowledgeable and confident employees. Packed with powerful, proven tools, ideas, and techniques, this inspiring training guide will pave the way to outstanding customer service.

LC Classification NumberHF5415.5.E89 2005