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

Author: Renee Evenson
Publisher: New York : AMACOM, 2017.
Edition/Format:   eBook : Document : English : 3rd edView all editions and formats
Summary:
Whether you're a manager, owner, or employee, Customer Service Training 101 gets you up to speed fast. The completely revised and updated third edition addresses every aspect of face-to-face, phone, online, social media, and self-service interactions. Using scenarios, guidelines, and practice exercises, this inspiring training manual explains what to say and do, what to avoid, and why interactions go astray.
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Details

Genre/Form: Electronic books
Additional Physical Format: Print version:
Evenson, Renee.
Customer Service Training 101 : Quick and Easy Techniques That Get Great Results.
New York : AMACOM, ©2017
Material Type: Document, Internet resource
Document Type: Internet Resource, Computer File
All Authors / Contributors: Renee Evenson
ISBN: 9780814438923 081443892X
OCLC Number: 1012881628
Description: 1 online resource (246 pages)
Contents: Cover --
Contents --
Acknowledgments --
Introduction --
Tips for the Trainer --
Tips for the Student --
PART I: PUTTING YOUR BEST FACE FORWARD --
1 Your First Steps Can Make a Huge Stride: The Basics --
Customer Service Is the Basics --
Step 1: First Impressions Matter --
Step 2: Courtesy Counts --
Step 3: Attitude Is Everything --
Step 4: Doing the Right Thing: Ethical Issues --
Key Points --
Practice Lesson --
Doing It Right! --
How Do I Measure Up? --
2 Tossing the Ball Back and Forth: Effective Communication --
Customer Service Is Effective Communication --
Step 1: Say What You Mean and Mean What You Say --
Step 2: Enhance Your Messages with Nonverbal Techniques --
Step 3: Putting Words Together: Grammar Usage --
Step 4: Ask the Correct Questions and Answer the Questions Correctly --
Step 5: Overcome the Big No --
Step 6: Listen Attentively --
Key Points --
Practice Lesson --
Doing It Right! --
How Do I Measure Up? --
3 Jumping In with Both Feet: Relationship Building --
Customer Service Is Building Relationships --
Step 1: Establish Rapport --
Step 2: Interact Positively with Customers --
Step 3: Identify Customers' Needs --
Step 4: Make Each Customer Feel Valued --
Step 5: Maintain Ongoing Relationships --
Step 6: Understand Various Types of Customers --
Key Points --
Practice Lesson --
Doing It Right! --
How Do I Measure Up? --
PART II: PUTTING YOUR CUSTOMERS FIRST --
4 Seeing Eye to Eye: Face-to-Face Contacts --
Customer Service Is Face-to-Face Contacts --
Step 1: Welcome Your Customers --
Step 2: Find the Best Solutions --
Step 3: Show Appreciation --
Key Points --
Practice Lesson --
Doing It Right! --
How Do I Measure Up? --
5 Saying It with a Smile: Telephone Contacts --
Customer Service Is Telephone Contacts --
Step 1: Welcome Your Customers --
Step 2: Find the Best Solutions --
Step 3: Show Appreciation --
Key Points. Practice Lesson --
Doing It Right! --
How Do I Measure Up? --
6 Keeping Up with the Times: Online and Social Media Customer Service --
Customer Service Is Online and Social Media Contacts --
Step 1: Welcome Your Customers --
Step 2: Find the Best Solutions --
Step 3: Show Appreciation --
Key Points --
Practice Lesson --
Doing It Right! --
How Do I Measure Up? --
7 Giving When Getting Is Not Expected: Self-Service Contacts --
Customer Service Is Self-Service Contacts --
Step 1: Welcome Your Customers --
Step 2: Find the Best Solutions --
Step 3: Show Appreciation --
Key Points --
Practice Lesson --
Doing It Right! --
How Do I Measure Up? --
8 Calming the Storm: Customer Complaint Contacts --
Customer Service Is Customer Complaint Contacts --
Step 1: Understand the Complaint --
Step 2: Identify the Cause --
Step 3: Solve the Problem --
Step 4: Restore the Relationship --
Step 5: Fix What Needs to Be Fixed --
Key Points --
Practice Lesson --
Doing It Right! --
How Do I Measure Up? --
PART III: PUTTING IT ALL TOGETHER --
9 Hitting the Ground Running: Ready, Set, Go --
Customer Service Is Being Ready and Set to Go --
Your Customer Service Training Quick Reference --
10 Being the Best You Can Be: The Total Package --
Customer Service Is Being the Best You Can Be Every Day --
Always Be Your Best! --
Index --
A --
B --
C --
D --
E --
F --
G --
H --
I --
J --
K --
L --
M --
N --
O --
P --
Q --
R --
S --
T --
U --
V --
W --
Y --
About the Author --
Sample Chapter from Talking Crazy --
About AMACOM Books.

Abstract:

Whether you're a manager, owner, or employee, Customer Service Training 101 gets you up to speed fast. The completely revised and updated third edition addresses every aspect of face-to-face, phone, online, social media, and self-service interactions. Using scenarios, guidelines, and practice exercises, this inspiring training manual explains what to say and do, what to avoid, and why interactions go astray.

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