skip to content
Customer service training 101 Preview this item
ClosePreview this item
Checking...

Customer service training 101

Author: Renee Evenson
Publisher: New York, New York : American Management Association, 2011. ©2011
Edition/Format:   Print book : English : Second editionView all editions and formats
Summary:
Overview: 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  Read more...
Rating:

(not yet rated) 0 with reviews - Be the first.

Subjects
More like this

 

Find a copy in the library

&AllPage.SpinnerRetrieving; Finding libraries that hold this item...

Details

Document Type: Book
All Authors / Contributors: Renee Evenson
ISBN: 9780814416419 0814416411
OCLC Number: 624052360
Notes: Includes index.
Description: vii, 230 pages ; 24 cm
Contents: Acknowledgments --
Introduction --
Tips for the trainer --
Tips for the student --
Part 1: Putting Your Best Face Forward: --
Taking Your First Steps: 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? --
Tossing The Ball Back And Forth: Effective Communication: --
Customer Service Is Effective Communication: --
Step 1: Saying what you mean and meaning what you say --
Step 2: What you don't say: nonverbal communication --
Step 3: Putting words together: grammar usage --
Step 4: Asking the correct questions and answering the questions correctly --
Step 5: When the customer says no --
Step 6: Listening actively --
Key points --
Practice lesson --
Doing it right! --
How do I measure up? --
Jumping In With Both Feet: Relationship Building: --
Customer Service Is Building Relationships: --
Step 1: Establishing rapport --
Step 2: Interacting positively with customers --
Step 3: Identifying customers' needs --
Step 4: Making the customer feel valued --
Step 5: Maintaining ongoing relationships --
Step 6: Different strokes: handling different types of customers --
Key points --
Practice lesson --
Doing it right! --
How do I measure up? --
Part 2: Putting Your Customers First: --
Seeing Eye To Eye: Face To Face Contacts: --
Customer Service Is Face-To-Face Contacts: --
Step 1: Saying hello: greeting the customer --
Step 2: Between hello and goodbye: helping the customer --
Step 3: Saying goodbye: ending the interaction --
Key points --
Practice lesson --
Doing it right! --
How do I measure up? --
Saying It With A Smile: Telephone Contacts: --
Customer Service Is Telephone Contacts: --
Step 1: Putting your best ear forward: listening carefully --
Step 2: Saying hello: the opener --
Step 3: Between hello and goodbye: helping the customer --
Step 4: Saying goodbye: the closer--
Key points --
Practice lesson --
Doing it right! --
How do I measure up? --
Looking Before You Leap: E-Customer Contacts: --
Customer Service Is E-Customer Contacts: --
Step 1: What does the E-customer expect? --
Step 2: Hanging the open sign: being accessible --
Step 3: Writing what you mean: E-mail communication --
Step 4: Speaking around the world: cross-cultural etiquette--
Key points --
Practice lesson --
Doing it right! --
How do I measure up? --
Giving When Getting Is Not Expected: Self Service Contacts: --
Customer Service Is Self-Service Contacts: --
Step 1: Saying hello: greeting the customer --
Step 2: Between hello and goodbye: looking for opportunities to help --
Step 3: Saying goodbye: ending the interaction --
Key points --
Practice lesson --
Doing it right! --
How do I measure up? --
Calming Before The Storm: Difficult Customer Contacts: --
Customer Service Is Difficult Customer Contacts: --
Step 1: What is going on: determine the reason for the problem --
Step 2: What caused the problem: identify the root cause --
Step 3: What can I do: rectify the situation --
Step 4: What can I say: restore the relationship --
Step 5: What needs to be done: fix what needs to be fixed --
Key points --
Practice lesson --
Doing it right! --
How do I measure up? --
Part 3: Putting It All Together: --
Hitting The Ground Running: Ready, Set, Go: --
Customer service is being ready and set to go --
Your customer service training quick reference --
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.
Responsibility: Renee Evenson.

Abstract:

Your service team may represent the first, last, or only interaction point between your customers and your company. This book presents proven techniques for creating unforgettable customer  Read more...

Reviews

Editorial reviews

Publisher Synopsis

."..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 Read more...

 
User-contributed reviews
Retrieving GoodReads reviews...
Retrieving DOGObooks reviews...

Tags

Be the first.
Confirm this request

You may have already requested this item. Please select Ok if you would like to proceed with this request anyway.

Linked Data


Primary Entity

<http://www.worldcat.org/oclc/624052360> # Customer service training 101
    a schema:CreativeWork, schema:Book ;
   library:oclcnum "624052360" ;
   library:placeOfPublication <http://id.loc.gov/vocabulary/countries/nyu> ;
   schema:about <http://id.worldcat.org/fast/885533> ; # Customer relations
   schema:about <http://id.loc.gov/authorities/subjects/sh85042896> ; # Employees--Training of
   schema:about <http://id.worldcat.org/fast/909221> ; # Employees--Training of
   schema:about <http://id.worldcat.org/fast/885545> ; # Customer services
   schema:about <http://dewey.info/class/658.31245/e22/> ;
   schema:author <http://viaf.org/viaf/14175148> ; # Renee Evenson
   schema:bookEdition "Second edition." ;
   schema:bookFormat bgn:PrintBook ;
   schema:datePublished "2011" ;
   schema:description "Acknowledgments -- Introduction -- Tips for the trainer -- Tips for the student -- Part 1: Putting Your Best Face Forward: -- Taking Your First Steps: 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? -- Tossing The Ball Back And Forth: Effective Communication: -- Customer Service Is Effective Communication: -- Step 1: Saying what you mean and meaning what you say -- Step 2: What you don't say: nonverbal communication -- Step 3: Putting words together: grammar usage -- Step 4: Asking the correct questions and answering the questions correctly -- Step 5: When the customer says no -- Step 6: Listening actively -- Key points -- Practice lesson -- Doing it right! -- How do I measure up? -- Jumping In With Both Feet: Relationship Building: -- Customer Service Is Building Relationships: -- Step 1: Establishing rapport -- Step 2: Interacting positively with customers -- Step 3: Identifying customers' needs -- Step 4: Making the customer feel valued -- Step 5: Maintaining ongoing relationships -- Step 6: Different strokes: handling different types of customers -- Key points -- Practice lesson -- Doing it right! -- How do I measure up? -- Part 2: Putting Your Customers First: -- Seeing Eye To Eye: Face To Face Contacts: -- Customer Service Is Face-To-Face Contacts: -- Step 1: Saying hello: greeting the customer -- Step 2: Between hello and goodbye: helping the customer -- Step 3: Saying goodbye: ending the interaction -- Key points -- Practice lesson -- Doing it right! -- How do I measure up? -- Saying It With A Smile: Telephone Contacts: -- Customer Service Is Telephone Contacts: -- Step 1: Putting your best ear forward: listening carefully -- Step 2: Saying hello: the opener -- Step 3: Between hello and goodbye: helping the customer -- Step 4: Saying goodbye: the closer-- Key points -- Practice lesson -- Doing it right! -- How do I measure up? -- Looking Before You Leap: E-Customer Contacts: -- Customer Service Is E-Customer Contacts: -- Step 1: What does the E-customer expect? -- Step 2: Hanging the open sign: being accessible -- Step 3: Writing what you mean: E-mail communication -- Step 4: Speaking around the world: cross-cultural etiquette-- Key points -- Practice lesson -- Doing it right! -- How do I measure up? -- Giving When Getting Is Not Expected: Self Service Contacts: -- Customer Service Is Self-Service Contacts: -- Step 1: Saying hello: greeting the customer -- Step 2: Between hello and goodbye: looking for opportunities to help -- Step 3: Saying goodbye: ending the interaction -- Key points -- Practice lesson -- Doing it right! -- How do I measure up? -- Calming Before The Storm: Difficult Customer Contacts: -- Customer Service Is Difficult Customer Contacts: -- Step 1: What is going on: determine the reason for the problem -- Step 2: What caused the problem: identify the root cause -- Step 3: What can I do: rectify the situation -- Step 4: What can I say: restore the relationship -- Step 5: What needs to be done: fix what needs to be fixed -- Key points -- Practice lesson -- Doing it right! -- How do I measure up? -- Part 3: Putting It All Together: -- Hitting The Ground Running: Ready, Set, Go: -- Customer service is being ready and set to go -- Your customer service training quick reference -- 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."@en ;
   schema:description "Overview: 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."@en ;
   schema:exampleOfWork <http://worldcat.org/entity/work/id/793975313> ;
   schema:inLanguage "en" ;
   schema:name "Customer service training 101"@en ;
   schema:productID "624052360" ;
   schema:workExample <http://worldcat.org/isbn/9780814416419> ;
   umbel:isLike <http://bnb.data.bl.uk/id/resource/GBB089714> ;
   wdrs:describedby <http://www.worldcat.org/title/-/oclc/624052360> ;
    .


Related Entities

<http://id.loc.gov/authorities/subjects/sh85042896> # Employees--Training of
    a schema:Intangible ;
   schema:name "Employees--Training of"@en ;
    .

<http://id.worldcat.org/fast/885533> # Customer relations
    a schema:Intangible ;
   schema:name "Customer relations"@en ;
    .

<http://id.worldcat.org/fast/885545> # Customer services
    a schema:Intangible ;
   schema:name "Customer services"@en ;
    .

<http://id.worldcat.org/fast/909221> # Employees--Training of
    a schema:Intangible ;
   schema:name "Employees--Training of"@en ;
    .

<http://viaf.org/viaf/14175148> # Renee Evenson
    a schema:Person ;
   schema:birthDate "1951" ;
   schema:familyName "Evenson" ;
   schema:givenName "Renee" ;
   schema:name "Renee Evenson" ;
    .

<http://worldcat.org/isbn/9780814416419>
    a schema:ProductModel ;
   schema:isbn "0814416411" ;
   schema:isbn "9780814416419" ;
    .


Content-negotiable representations

Close Window

Please sign in to WorldCat 

Don't have an account? You can easily create a free account.