Customer service training 101

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.

Includes index.

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 o…