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

By Renee Evenson

11.00 JOD

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ISBN: 9780814438916

Publisher: HarperCollins Focus

Binding: Paperback

Number of Pages: 240

Publication Date: 06-Mar-18

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Dont let your customer interactions go astray. Develop the customer service skills necessary for the success of your company. If their interactions with you and your employees were the only things your customers knew about your business, what would they say about it? Would they use descriptions such as “uninformed,” “rude,” “hot-tempered,” “uncaring”? For your customer, nothing else represents your business more than your employees; therefore, for you nothing should be more important than arming these essential employees with the knowledge and skills they need to find the best solution for each and every customer.Whether youre a manager, owner, or employee, Customer Service Training 101 is the training manual you need to give your employees the thorough training, review, and–if necessary–overhaul they need in the vitally important area of customer service. 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 all-encompassing resource will train them in:* Creating positive first impressions* Speaking and writing effectively* Listening attentively* Identifying needs* Making customers feel valued* Confidently handling customer complaints* And moreYour business plan is sound. Your product is needed. Your growth strategies are ground-breaking. But poor customer service can bring it all to a crashing halt. Equip you and your employees with the necessary skills before its too late.

REN'E EVENSON is a small-business consultant specializing in workplace communication and conflict resolution strategies. She is the author of several books, including Powerful Phrases for Effective Customer Service and Customer Service Training 101.

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Dont let your customer interactions go astray. Develop the customer service skills necessary for the success of your company. If their interactions with you and your employees were the only things your customers knew about your business, what would they say about it? Would they use descriptions such as "uninformed," "rude," "hot-tempered," "uncaring"? For your customer, nothing else represents your business more than your employees; therefore, for you nothing should be more important than arming these essential employees with the knowledge and skills they need to find the best solution for each and every customer.Whether youre a manager, owner, or employee, Customer Service Training 101 is the training manual you need to give your employees the thorough training, review, and--if necessary--overhaul they need in the vitally important area of customer service. 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 all-encompassing resource will train them in:* Creating positive first impressions* Speaking and writing effectively* Listening attentively* Identifying needs* Making customers feel valued* Confidently handling customer complaints* And moreYour business plan is sound. Your product is needed. Your growth strategies are ground-breaking. But poor customer service can bring it all to a crashing halt. Equip you and your employees with the necessary skills before its too late.