Customer Service Training 101, 2nd Edition

by Evenson, Renée

Type Book
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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, …

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Title Statements

  • Full title :Customer Service Training 101, 2nd Edition / Evenson, Renee.

Summary

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.

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Edition Statements

  • Publication Date:2010.
  • Edition:2nd edition

Publication Statements

  • Publisher(s):Amacom
  • Language:eng
  • Publication Date:2010.

The Physical Object

  • Description:1 online resource (240 pages)

Edition Identifiers

  • oclc:on1103557677

Subjects

comportement organisationnel Équipes de travail Gestion d'entreprise Industrial management Leadership Organizational behavior Teams in the workplace

Writers

Evenson, Renée

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