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Customer Service Training 101, 3rd Edition

Book Description

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.

Table of Contents

  1. Cover
  2. Title
  3. Contents
  4. Acknowledgments
  5. Introduction
  6. Tips for the Trainer
  7. Tips for the Student
  8. Part I Putting Your Best Face Forward
    1. 1 Your First Steps Can Make a Huge Stride: The Basics
      1. Customer Service Is the Basics
      2. Step 1: First Impressions Matter
      3. Step 2: Courtesy Counts
      4. Step 3: Attitude Is Everything
      5. Step 4: Doing the Right Thing: Ethical Issues
      6. Key Points
      7. Practice Lesson
      8. Doing It Right!
      9. How Do I Measure Up?
    2. 2 Tossing the Ball Back and Forth: Effective Communication
      1. Customer Service Is Effective Communication
      2. Step 1: Say What You Mean and Mean What You Say
      3. Step 2: Enhance Your Messages with Nonverbal Techniques
      4. Step 3: Putting Words Together: Grammar Usage
      5. Step 4: Ask the Correct Questions and Answer the Questions Correctly
      6. Step 5: Overcome the Big No
      7. Step 6: Listen Attentively
      8. Key Points
      9. Practice Lesson
      10. Doing It Right!
      11. How Do I Measure Up?
    3. 3 Jumping In with Both Feet: Relationship Building
      1. Customer Service Is Building Relationships
      2. Step 1: Establish Rapport
      3. Step 2: Interact Positively with Customers
      4. Step 3: Identify Customers’ Needs
      5. Step 4: Make Each Customer Feel Valued
      6. Step 5: Maintain Ongoing Relationships
      7. Step 6: Understand Various Types of Customers
      8. Key Points
      9. Practice Lesson
      10. Doing It Right!
      11. How Do I Measure Up?
  9. Part II Putting Your Customers First
    1. 4 Seeing Eye to Eye: Face-to-Face Contacts
      1. Customer Service Is Face-to-Face Contacts
      2. Step 1: Welcome Your Customers
      3. Step 2: Find the Best Solutions
      4. Step 3: Show Appreciation
      5. Key Points
      6. Practice Lesson
      7. Doing It Right!
      8. How Do I Measure Up?
    2. 5 Saying It with a Smile: Telephone Contacts
      1. Customer Service Is Telephone Contacts
      2. Step 1: Welcome Your Customers
      3. Step 2: Find the Best Solutions
      4. Step 3: Show Appreciation
      5. Key Points
      6. Practice Lesson
      7. Doing It Right!
      8. How Do I Measure Up?
    3. 6 Keeping Up with the Times: Online and Social Media Customer Service
      1. Customer Service Is Online and Social Media Contacts
      2. Step 1: Welcome Your Customers
      3. Step 2: Find the Best Solutions
      4. Step 3: Show Appreciation
      5. Key Points
      6. Practice Lesson
      7. Doing It Right!
      8. How Do I Measure Up?
    4. 7 Giving When Getting Is Not Expected: Self-Service Contacts
      1. Customer Service Is Self-Service Contacts
      2. Step 1: Welcome Your Customers
      3. Step 2: Find the Best Solutions
      4. Step 3: Show Appreciation
      5. Key Points
      6. Practice Lesson
      7. Doing It Right!
      8. How Do I Measure Up?
    5. 8 Calming the Storm: Customer Complaint Contacts
      1. Customer Service Is Customer Complaint Contacts
      2. Step 1: Understand the Complaint
      3. Step 2: Identify the Cause
      4. Step 3: Solve the Problem
      5. Step 4: Restore the Relationship
      6. Step 5: Fix What Needs to Be Fixed
      7. Key Points
      8. Practice Lesson
      9. Doing It Right!
      10. How Do I Measure Up?
  10. Part III Putting it All Together
    1. 9 Hitting the Ground Running: Ready, Set, Go
      1. Customer Service Is Being Ready and Set to Go
      2. Your Customer Service Training Quick Reference
    2. 10 Being the Best You Can Be: The Total Package
      1. Customer Service Is Being the Best You Can Be Every Day
      2. Always Be Your Best!
  11. Index
  12. About the Author
  13. Sample Chapter from Talking Crazy by Mark Goulston
  14. About AMACOM Books
  15. Impressum