Customer Service Training 101
- ISBN-10
- 0814416411
- ISBN-13
- 9780814416419
- Category
- Customer relations
- Pages
- 230
- Language
- English
- Published
- 2010-10-06
- Publisher
- Amacom Books
- Author
- Renee Evenson
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 ofCustomer 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.
Get the book
Other editions
-
- 2017-12-14
- 246 pages
- Ebook
- AMACOM
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