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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.