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Customer service training 101

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; and confidently handling difficult customers and situations. The 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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alternateName

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  • "你一定要學的顧客服務技巧"
  • "Ni yi ding yao xue de gu ke fu wu ji qiao"

author

contributor

creator

description

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  • "From the first impression to the last "thank you," great service is the hallmark of great companies-like yours."
  • "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; and confidently handling difficult customers and situations. The 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
  • "A practical, hands-on guide for training customer service employees."@en
  • "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."
  • "If the true face of any organization is its customer service people, then nothing is more important than the training of these crucial employees. Customer Service Training 101 offers an easy-to-implement approach for busy managers and trainers seeking to motivate their people and equip them with the tools they need to excel in this essential role. Featuring interactive lessons that can be adapted for any type of business and for any type of trainee, this ready-to-use guide addresses important customer service areas including: making a good first impression; projecting a positive attitude; communicating effectively through verbal, nonverbal, and listening skills; developing trust, establishing rapport, and making customers feel valued; confidently handling "difficult" customers and situations; interacting effectively face-to-face and via telephone and e-mail. The professionalism and enthusiasm of frontline employees reflect directly on the company they represent. - Publisher."
  • "From the first impression to the last ôthank you, ö great service is the hallmark of great companiesùlike yours."@en
  • "From the first impression to the last ôthank you,ö great service is the hallmark of great companiesùlike yours."

genre

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  • "Electronic resource"@en
  • "Electronic books"
  • "Electronic books"@en
  • "Livres électroniques"

name

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  • "Customer service training 101"
  • "Customer service training 101"@en
  • "Customer service training 101 quick and easy techniques that get great results"@en
  • "Customer service training 101 quick and easy techniques that get great results"
  • "Customer Service Training 101"
  • "Fu wu sheng jing 101"
  • "服務聖經101 : 你一定要學的顧客服務技巧"
  • "服務聖經101"
  • "Fu wu sheng jing 101 : ni yi ding yao xue de gu ke fu wu ji qiao"
  • "Customer service training 101 : quick and easy techniques that get great results"@en
  • "Customer service training 101 : quick and easy techniques that get great results"
  • "Customer Service Training 101 Quick and Easy Techniques That Get Great Results"
  • "Customer Service Training 101 Quick and Easy Techniques That Get Great Results"@en

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