Customer Service Training 101: Quick and Easy Techniques that Get Great Results
- ISBN-10
- 081443892X
- ISBN-13
- 9780814438923
- Category
- Business & Economics
- Pages
- 246
- Language
- English
- Published
- 2017-12-14
- Publisher
- AMACOM
- Author
- Renee Evenson
Description
This invaluable resource is the training manual you need to give your employees the thorough training, review, and--if necessary--overhaul they need in the vitally important area of customer service. If their interactions with you and your employees were the only things your customers knew about your business, what would they say about it? Would they use descriptions such as “uninformed,” “rude,” “hot-tempered,” “uncaring”? For your customer, nothing else represents your business more than your employees; therefore, nothing is more important than arming them with the knowledge and skills they need to find the best solution for every customer. Using scenarios, guidelines, and practice exercises, Customer Service Training 101 will train them in: Creating positive first impressions Speaking and writing effectively Listening attentively Identifying needs Making customers feel valued Confidently handling customer complaints Your business plan is sound. Your product is needed. Your growth strategies are ground-breaking, but poor customer service can bring it all to a crashing halt. Equip you and your employees with the necessary skills before it’s too late.
Get the book
Other editions
Similar books
-
Customer Service Management Training 101: Quick and Easy Techniques that Get Great Results
By Renee EvensonPacked with checklists, "real world" practice lessons, and examples of the right and wrong ways to do things, this is the one book every customer service manager needs to thrive.
-
The Compassionate Geek: Mastering Customer Service for I. T. Professionals
By Don R. Crawley, Paul R. SennessNote: There is a newer version of this book available.
-
Powerful Phrases for Effective Customer Service: Over 700 Ready-to-Use Phrases and Scripts That Really Get Results
By Renee EvensonBusiness author Renée Evenson ensures you’ll always have the right words to defuse tense interactions. Practical and insightful, this book ensures you’ll never again be at a loss for what to say to customers.
-
Award-winning Customer Service: 101 Ways to Guarantee Great Performance
By Renee EvensonThe book is filled with practical advice on planning and goal-setting, effective communication, leadership, and other topics.
-
The Big Book of Customer Service Training Games
By Vasudha K. Deming, Peggy CarlawWith the help of this creative collection of training games, you can be sure that your employees can be counted on to give your company a good reputation--employees who...know how to create a rapport with the customer or client; recognize ...
-
101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques
By Lorraine L. UkensThese are real lessons in the fundamentals of customer service that everyone talks about, but few practice." —Stacy Gasper, sales representative, Kansas Pathology Consultants
-
Customer Service 101: Basic Lessons to Be Your Best
By Renee Evenson"Modern philosophies to improve your relationships with your customers (and everyone else), in any situation."--Cover.
-
50 Activities for Achieving Excellent Customer Service
By Darryl S. Doane, Rose D. SloatIncrease the creativity and skill level of customer service representatives, demonstrate what excellent customer service is, provide insights and practice to improve customer service, develop your own organization's bank of customer service ...
-
101 More Ways to Make Training Active
By Elaine Biech... posted “Management Training: Improv in the Workplace,” at https://blog.fundinggates.com/2012/10/ management-training-improv-workplace/ ♢ Mark Tutton, for CNN, posted “Why using improvisation to teach business skills is no joke,” at ...
-
The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World
By John R. DiJuliusThis is a result of how companies and management are treating their employees and how employees are treating each other and the Customer—which ultimately permeates into people’s personal lives at home and in their communities.