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

Evenson, Renée

Softcover

ISBN 10: 0814416411 ISBN 13: 9780814416419

Publisher: AMACOM, 2010

Synopsis

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 aug mented with instructive sidebars, a summary of key points, practice exercises, and so much more.

About this title

About the Author

ANDREW J. SHERMAN is a partner in the Washington, D.C., office of Jones Day and an internationally recognized authority on the legal and strategic issues of emerging and established companies. He has been interviewed by The Wall Street Journal, USA Today, Forbes, Time, and other publications, and is the author of Raising Capital (978-0-8144-0856-8).

From the Back Cover

Good customer service is a given for any company that wants to survive in an ultra-competitive business landscape. But the truly dominant companies in any industry have taken their service programs to new heights, providing truly exceptional customer experiences that build loyalty, create genuine relationships, and generate unparalleled word-of-mouth marketing.

How do they do it? How can you do it? Customer Service Training 101 shows you how to equip your entire service team with the critical information and powerful techniques they need to handle both everyday service functions and extraordinary circumstances. Filled with step-by-step, interactive lessons that you can customize to fit your team’s needs and learning styles, this super-practical guide shows how to ensure that service representatives always:

• Project a positive attitude and make a great first impression

• Communicate effectively, both verbally and nonverbally

• Build dynamic relationships by developing trust, establishing rapport, and making customers feel valued

• Handle difficult customers and situations professionally, creating win-win situations and positive outcomes

• Interact effectively face-to-face, by telephone and by e-mail

Involving your entire team by personalizing specific service scenarios enables you to teach and reinforce precise, repeatable techniques that work to enhance positive, customer-focused attitudes. Use the discussion topics and key points summaries in each chapter for follow-up.

Designed for immediate use in any customer service environment, Customer Service Training 101 provides the very best proven service strategies, saving you the time, energy, and expense of building or rebuilding a complete training program from scratch.

If you think that knowledgeable, confident, motivated, and positive service representatives will help your organization and its customers—today and well into the future—this book is for you!

Renée Evenson has worked in the customer service management field for over 30 years, including 15 years as a customer service manager and trainer at Bell­South Telecommunications. She has a degree in organizational psychology and is a business consultant and writer specializing in customer relations.

Edition details

• Publisher: AMACOM
• Publication date: 2010
• Language: English
• ISBN 10: 0814416411
• ISBN 13: 9780814416419
• Binding: Paperback
• Edition number: 2
• Number of pages: 224