Customer Service Training 101, 2nd Edition

INDEX

accessibility, e-customer contacts and, 150–152

accountability, 33–34, 219

acknowledging customers in face-to-face interactions, 112

in telephone interactions, 129, 134

apologies, for complaints, 185, 189, 206

appearance, in first impressions, 25–26

appreciation importance of, 221

in positive attitude, 30

attitude, see positive attitude

basics of customer service training, 21–40

courtesy, 23, 27–29, 212

ethical issues, 23, 32–35

first impressions, 22, 25–27

honesty, 23, 32–35, 75, 221

positive attitude, 23, 30–32, 212

problems, 23–24

success in, 27, 29, 32, 34, 35–36, 39–40

belief in products, 78

belief in yourself, 30–31

blame, avoiding, 192

body language

in communication process, 26–27, 43, 107, 126, 213

of customers, 107, 172

customer ...