Über dieses Produkt

Product Identifiers

PublisherAmacom

ISBN-100814416411

ISBN-139780814416419

eBay Product ID (ePID)92532547

Product Key Features

Edition2

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

Number of Pages224 Pages

LanguageEnglish

TopicTraining, Customer Relations

Publication Year2010

GenreBusiness & Economics

AuthorRenee Evenson

FormatTrade Paperback

Dimensions

Item Height0.7 in

Item Weight12.5 Oz

Item Length9.3 in

Item Width7.3 in

Additional Product Features

Intended AudienceTrade

LCCN2010-020923

eBook FormatPortable Document Format

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, "â€¦ rule book providing winning game plans for exceptional customer serviceâ€¦it will raise the bar of excellence you want to be known for." --Training Media Review, "â€¦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, "...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, "â€¦ rule book providing winning game plans for exceptional customer serviceâ€¦it will raise the bar of excellence you want to be known for."-- Training Media Review

Dewey Edition22

Number of Volumes1 vol.

Dewey Decimal658.3/1245

SynopsisYour 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., From the first impression to the last (thank you,? great service is the hallmark of great companies·like yours., 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 super-practical guide shows how to ensure that service representatives always: - Project a positive attitude and make a great first impression - Communicate effectively, both verbally and nonverbally - Build dynamic relationships by developing trust, establishing rapport, and making customers feel valued - Handle difficult customers and situations professionally, creating win-win situations and positive outcomes - Interact effectively face-to-face, by telephone and by e-mail 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

LC Classification NumberHF5415.5.E89 2011