Customer Service Training 101 - Quick and Easy Techniques That Get Great Results

Customer Service Training 101 - Quick and Easy Techniques That Get Great Results

von: Renee EVENSON

AMACOM, 2010

ISBN: 9780814416426

Format: PDF

Kopierschutz: DRM

Windows PC,Mac OSX Apple iPad, Android Tablet PC's

Preis: 34,99 EUR

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Customer Service Training 101 - Quick and Easy Techniques That Get Great Results


 

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: o Projecting a positive attitude and making a great first impression o Communicating effectively, both verbally and nonverbally o Developing trust, establishing rapport, and making customers feel valued o Confidently handling difficult customers and situations New features include oHow Do I Measure Up?o self-assessments, and oDoing It Righto examples from the authors 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.