Customer Service Training 101, Second Edition
- 2h 59m
- Renée Evenson
- AMACOM
- 2011
From the first impression to the last “thank you,” great service is the hallmark of great companies—like yours.
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.
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.
In this Book
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Introduction
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Tips for the Trainer
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Tips for the Student
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Taking Your First Steps: The Basics
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Tossing the Ball Back and Forth: Effective Communication
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Jumping in with Both Feet: Relationship Building
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Seeing Eye to Eye: Face-to-Face Contacts
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Saying It with a Smile: Telephone Contacts
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Looking Before You Leap: E-Customer Contacts
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Giving When Getting Is Not Expected: Self-Service Contacts
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Calming the Storm: Difficult Customer Contacts
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Hitting the Ground Running: Ready, Set, Go
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Being the Best You Can Be: The Total Package
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