Format: Trade Paperback
Dimensions: 224 pages, 9.25 × 7.38 × 0.62 in
Published: October 6, 2010
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.