Customer Service Training 101

Quick and Easy Techniques That Get Great Results

Renée Evenson

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Paperback

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English

Amacom
16 November 2010

Customer services

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.

By: Renée Evenson
Imprint: Amacom
Country of Publication: United States
Edition: 2nd Revised edition
Dimensions: Height: 92mm, Width: 74mm, Spine: 7mm
Weight: 1g
ISBN: 9780814416419
ISBN 10: 0814416411
Pages: 224
Publication Date: 16 November 2010
Audience: Professional and scholarly , Undergraduate
Format: Paperback
Publisher's Status: Active

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.

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

. ..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 -... 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