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Customer Service Training 101 : Quick and Easy Techniques That Get Great Results by Renee Evenson (2017, Trade Paperback)

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About this product

Product Identifiers

PublisherAmacom

ISBN-100814438911

ISBN-139780814438916

eBay Product ID (ePID)237801819

Product Key Features

Edition3

Book TitleCustomer Service Training 101 : Quick and Easy Techniques That Get Great Results

Number of Pages240 Pages

LanguageEnglish

TopicTraining, Customer Relations

Publication Year2017

GenreBusiness & Economics

AuthorRenee Evenson

FormatTrade Paperback

Dimensions

Item Height0.6 in

Item Weight16.8 Oz

Item Length9.3 in

Item Width7.6 in

Additional Product Features

Intended AudienceTrade

LCCN2017-015093

Dewey Edition22

Number of Volumes1 Vol.

Dewey Decimal658.3/1245

Edition DescriptionSpecial

SynopsisIf their interactions with you and your employees were the only things your customers knew about your business, what would they say about it? Would they use descriptions such as "uninformed," "rude," "hot-tempered," "uncaring"? For your customer, nothing else represents your business more than your employees; therefore, for you nothing should be more important than arming these essential employees with the knowledge and skills they need to find the best solution for each and every customer.Whether you're a manager, owner, or employee, Customer Service Training 101 is the training manual you need to give your employees the thorough training, review, and--if necessary--overhaul they need in the vitally important area of customer service. 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 all-encompassing resource will train them in:* Creating positive first impressions* Speaking and writing effectively* Listening attentively* Identifying needs* Making customers feel valued* Confidently handling customer complaints* And moreYour business plan is sound. Your product is needed. Your growth strategies are ground-breaking. But poor customer service can bring it all to a crashing halt. Equip you and your employees with the necessary skills before it's too late., Don't let your customer interactions go astray. Develop the customer service skills necessary for the success of your company., If their interactions with you and your employees were the only things your customers knew about your business, what would they say about it? Would they use descriptions such as "uninformed," "rude," "hot-tempered," "uncaring"? For your customer, nothing else represents your business more than your employees; therefore, for you nothing should be more important than arming these essential employees with the knowledge and skills they need to find the best solution for each and every customer.Whether you're a manager, owner, or employee, Customer Service Training 101 is the training manual you need to give your employees the thorough training, review, and--if necessary--overhaul they need in the vitally important area of customer service. 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 all-encompassing resource will train them in: - Creating positive first impressions- Speaking and writing effectively- Listening attentively- Identifying needs- Making customers feel valued- Confidently handling customer complaints- And moreYour business plan is sound. Your product is needed. Your growth strategies are ground-breaking. But poor customer service can bring it all to a crashing halt. Equip you and your employees with the necessary skills before it's too late., Employees aren't just the front line of any business. To customers, they are the business. Nothing is more important than arming these essential employees with the knowledge they need to find the best solution for each and every customer. 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. Assessments and examples help you: Create positive first impressions * Speak and write effectively * Listen attentively * Identify needs * Develop trust, establish rapport, and make customers feel valued * Connect with people in person, on the phone, or via email or social media * Confidently handle customer complaints * And more Customer service skills are essential to the success of your company. This popular crash course equips you and your employees to excel in this important role., This invaluable resource is the training manual you need to give your employees the thorough training, review, and--if necessary--overhaul they need in the vitally important area of customer service. If their interactions with you and your employees were the only things your customers knew about your business, what would they say about it? Would they use descriptions such as "uninformed," "rude," "hot-tempered," "uncaring"? For your customer, nothing else represents your business more than your employees; therefore, nothing is more important than arming them with the knowledge and skills they need to find the best solution for every customer. Using scenarios, guidelines, and practice exercises, Customer Service Training 101 will train them in: Creating positive first impressions Speaking and writing effectively Listening attentively Identifying needs Making customers feel valued Confidently handling customer complaints Your business plan is sound. Your product is needed. Your growth strategies are ground-breaking, but poor customer service can bring it all to a crashing halt. Equip you and your employees with the necessary skills before it's too late.

LC Classification NumberHF5415.5.E89 2018