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

Paperback | October 16, 2010

byRenee Evenson

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

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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 ...

RENEE 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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Format:PaperbackDimensions:224 pages, 9.25 × 7.38 × 0.62 inPublished:October 16, 2010Publisher:AmacomLanguage:English

The following ISBNs are associated with this title:

ISBN - 10:0814416411

ISBN - 13:9780814416419

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"... must-have resource for any manager. Evenson has compiled an easy-to-read guide that can be implemented for any situation and any employee.' - Niche magazine "... rule book providing winning game plans for exceptional customer service... it will raise the bar of excellence you want to be known for.' - Training Media Review "