Customer Service Training 101: Quick and Easy Techniques That

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

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:

â€¢ Projecting a positive attitude and making a great first impression
â€¢ Communicating effectively, both verbally and nonverbally
â€¢ Developing trust, establishing rapport, and making customers feel valued
â€¢ Confidently handling difficult customers and situations

New features include â€œHow Do I Measure Up?â€ self-assessments, and â€œDoing It Rightâ€ examples from the authorâ€™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.
Country USA
Manufacturer AMACOM
Binding Kindle Edition
ReleaseDate 2010-10-06
Format Kindle eBook

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