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
- Cover
- Title
- Contents
- Acknowledgments
- Introduction
- Tips for the Trainer
- Tips for the Student
-
Part I Putting Your Best Face Forward
- 1 Your First Steps Can Make a Huge Stride: The Basics
-
2 Tossing the Ball Back and Forth: Effective Communication
- Customer Service Is Effective Communication
- Step 1: Say What You Mean and Mean What You Say
- Step 2: Enhance Your Messages with Nonverbal Techniques
- Step 3: Putting Words Together: Grammar Usage
- Step 4: Ask the Correct Questions and Answer the Questions Correctly
- Step 5: Overcome the Big No
- Step 6: Listen Attentively
- Key Points
- Practice Lesson
- Doing It Right!
- How Do I Measure Up?
-
3 Jumping In with Both Feet: Relationship Building
- Customer Service Is Building Relationships
- Step 1: Establish Rapport
- Step 2: Interact Positively with Customers
- Step 3: Identify Customers’ Needs
- Step 4: Make Each Customer Feel Valued
- Step 5: Maintain Ongoing Relationships
- Step 6: Understand Various Types of Customers
- Key Points
- Practice Lesson
- Doing It Right!
- How Do I Measure Up?
- Part II Putting Your Customers First
- Part III Putting it All Together
- Index
- About the Author
- Sample Chapter from Talking Crazy by Mark Goulston
- About AMACOM Books
- Impressum
Product information
- Title: Customer Service Training 101, 3rd Edition
- Author(s):
- Release date: December 2017
- Publisher(s): AMACOM
- ISBN: 9780814438923
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