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

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

by Renee Evenson

Amacom | October 6, 2010 | Trade Paperback |

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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 comprehensiveand inspiring training manual is augmented with instructive sidebars, a summary of key points, practice exercises, and so much more.

Format: Trade Paperback

Dimensions: 224 Pages, 7.09 × 9.06 × 0.39 in

Published: October 6, 2010

Publisher: Amacom

Language: English

The following ISBNs are associated with this title:

ISBN - 10: 0814416411

ISBN - 13: 9780814416419

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– More About This Product –

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

by Renee Evenson

Format: Trade Paperback

Dimensions: 224 Pages, 7.09 × 9.06 × 0.39 in

Published: October 6, 2010

Publisher: Amacom

Language: English

The following ISBNs are associated with this title:

ISBN - 10: 0814416411

ISBN - 13: 9780814416419

From the Publisher

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 comprehensiveand inspiring training manual is augmented with instructive sidebars, a summary of key points, practice exercises, and so much more.

About the Author

RENÉE EVENSON has worked in the customer service management field for 25 years, 15 of them as a customer service manager at BellSouth Telecommunications, where her duties included staff training and development.
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