Customer Service 101
DOWNLOAD
Download Customer Service 101 PDF/ePub or read online books in Mobi eBooks. Click Download or Read Online button to get Customer Service 101 book now. This website allows unlimited access to, at the time of writing, more than 1.5 million titles, including hundreds of thousands of titles in various foreign languages. If the content not found or just blank you must refresh this page
Customer Service Management Training 101
DOWNLOAD
Author : Renee Evenson
language : en
Publisher: AMACOM
Release Date : 2011-09-14
Customer Service Management Training 101 written by Renee Evenson and has been published by AMACOM this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-09-14 with Business & Economics categories.
Becoming a great customer service manager requires an intentional focus on skills beyond those required for exemplary customer service. Building off the success of her book Customer Service Management Training 101, author Renée Evenson shows readers what it takes to advance to the next stage in their careers--focusing on their development as managers. Filled with the same accessible, step-by-step guidance as its predecessor, this book teaches readers how to identify their personal management style and develop the core leadership qualities needed to communicate with, lead, train, motivate, and manage those employees responsible for customer satisfaction. Designed for new managers and veterans alike, Customer Service Management Training 101 covers essential topics, including: planning and goal setting, time management, team development, conflict resolution, providing feedback, listening to your employees, monitoring performance, conducting meetings, and managing challenges.Packed with checklists, practice lessons inspired by real-world scenarios, and detailed examples and explanations of the right and wrong ways to do things, this handy resource is the start and finish of everything customer service managers need to know to thrive.
Customer Service Training 101
DOWNLOAD
Author : Renee Evenson
language : en
Publisher: AMACOM
Release Date : 2010-10-06
Customer Service Training 101 written by Renee Evenson and has been published by AMACOM this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-10-06 with Business & Economics categories.
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: * Projecting a positive attitude and making a great first impression * Communicating effectively, both verbally and nonverbally * Developing trust, establishing rapport, and making customers feel valued * Confidently handling difficult customers and situations New features include "How Do I Measure Up?" self-assessments, and "Doing It Right" examples from the author's 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.
Award Winning Customer Service
DOWNLOAD
Author : Renee Evenson
language : en
Publisher: AMACOM
Release Date : 2007-08-29
Award Winning Customer Service written by Renee Evenson and has been published by AMACOM this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007-08-29 with Business & Economics categories.
Delivering top-of-the-line customer service is Job #1 for most companies, an important factor in keeping profits high and customers coming back. Customer service problems can damage not just a company’s reputation but its bottom line, so for busy managers -- and business owners with little time to search for solutions -- some fast help is needed. Award-Winning Customer Service offers scores of quick tips for readers looking to improve and then maintain their company’s level of customer service. The book is chock full of practical advice on important topics such as: * planning and goal setting * effective communication * leadership * preparing for change * continual learning * coaching and development * effective feedback * motivational and problem-solving meetings * conflict resolution * follow-up and staying on top of the game * and more. Containing 101 effective tips in all, unique "When this happens, try this" sections, and encouraging quotes, this is an essential reference for anyone who needs guidance or just a refresher on making customers feel truly valued.
101 Ways To Improve Customer Service
DOWNLOAD
Author : Lorraine L. Ukens
language : en
Publisher: John Wiley & Sons
Release Date : 2007-07-13
101 Ways To Improve Customer Service written by Lorraine L. Ukens and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007-07-13 with Business & Economics categories.
101 Ways to Improve Customer Service provides a variety of training and development interventions that can be put to use right now with frontline service employees. Your customer service representatives directly influence the perception that customers have of your products and services and ultimately your company. It is vital that your employees develop service strategies to create a positive image, communicate effectively, and build customer rapport to support the underlying values and beliefs of your organization.
Customer Service 101
DOWNLOAD
Author : Innoware Pjp
language : en
Publisher: Independently Published
Release Date : 2023-06-12
Customer Service 101 written by Innoware Pjp and has been published by Independently Published this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-06-12 with categories.
Customer Service 101: Delivering Exceptional Experiences The goal of customer service is to create happy, satisfied customers who will continue to do business with a company and recommend it to others. Good customer service involves creating a positive customer experience at every interaction, whether it's in person, on the phone, or online. The book covers the following: Chapter 1: Introduction to Customer Service The importance of exceptional customer service Evolution of customer service in the digital age Understanding customer expectations in Customer Service Benefits of delivering exceptional customer experiences in Customer Service Key principles for providing exceptional customer service Chapter 2: Building a Customer-Centric Culture Developing a customer-centric mindset in Customer Service Aligning organizational goals with customer needs Creating a customer-focused mission and values Empowering employees to deliver exceptional service Encouraging continuous improvement and learning in Customer Service Chapter 3: Effective Communication Skills in Customer Service Importance of effective communication in customer service Active listening techniques in Customer Service Verbal and non-verbal communication skills in Customer Service Overcoming language and cultural barriers in Customer Service Written communication best practices (emails, chat, social media) in Customer Service Chapter 4: Understanding Customer Needs for Customer Service Gathering customer feedback and insights for Customer Service Conducting customer surveys and interviews for Customer Service Analyzing customer data to identify trends and patterns for Customer Service Identifying unmet customer needs for Customer Service Anticipating and exceeding customer expectations for Customer Service Chapter 5: Resolving Customer Complaints and Issues Importance of effective complaint handling Active problem-solving techniques for complaint handling Empathy and emotional intelligence in resolving conflicts in complaint handling Dealing with difficult or irate customers in complaint handling Turning complaints into opportunities for improvement Chapter 6: Creating Personalized Customer Experiences in customer service Importance of personalization in customer service Collecting and utilizing customer data for personalization in customer service Customizing products and services to meet individual needs Tailoring communication and interactions to customers Building long-term relationships through personalization in customer service Chapter 7: Empowering and Motivating Customer Service Teams Importance of a motivated customer service team Fostering a positive work environment in customer service Providing ongoing training and development in customer service Recognizing and rewarding exceptional performance in customer service Empowering employees to make decisions and solve problems in customer service Chapter 8: Embracing Technology for Customer Service Role of technology in enhancing customer service Utilizing customer relationship management (CRM) systems for customer service Implementing chatbots and virtual assistants for customer service Leveraging social media for customer support Using analytics and data-driven insights for customer service improvements Chapter 9: Creating Seamless Omnichannel Experiences for customer service Chapter 10: Going the Extra Mile: WOW Customer Service Chapter 11: Measuring and Monitoring Customer Service Performance Chapter 12: Sustaining a Culture of Exceptional Customer Service
Customer Service 101
DOWNLOAD
Author : Renee Evenson
language : en
Publisher: Bull'sEye Publishing
Release Date : 1997
Customer Service 101 written by Renee Evenson and has been published by Bull'sEye Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 1997 with Consumer satisfaction categories.
"Modern philosophies to improve your relationships with your customers (and everyone else), in any situation."--Cover
Training Library Staff And Volunteers To Provide Extraordinary Customer Service
DOWNLOAD
Author : Julie Todaro
language : en
Publisher: ALA Neal-Schuman
Release Date : 2006
Training Library Staff And Volunteers To Provide Extraordinary Customer Service written by Julie Todaro and has been published by ALA Neal-Schuman this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006 with Business & Economics categories.
A guide to training library staff that covers customer service essentials, general training guidelines, preparation, assessing and anticipating the needs of patrons, tracking and responding to feedback, planning self-development days, instituting continuous learning, and more. Includes resource tools.
Great Hotel Service
DOWNLOAD
Author : Orkun Avkan
language : en
Publisher: Independently Published
Release Date : 2019-06-30
Great Hotel Service written by Orkun Avkan and has been published by Independently Published this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-06-30 with categories.
Great Hotel Service outlines proven principles and processes for helping your hotel focus on satisfying your customers. Orkun Avkan's book provides tips and rules in a variety of service topics. One hundred one practical ways in the book will not only motivate you but create a culture to solve problems proactively and deliver exceptional customer service.
Perfect Phrases For Customer Service Hundreds Of Tools Techniques And Scripts For Handling Any Situation
DOWNLOAD
Author : Robert Bacal
language : en
Publisher: McGraw Hill Professional
Release Date : 2005-01-20
Perfect Phrases For Customer Service Hundreds Of Tools Techniques And Scripts For Handling Any Situation written by Robert Bacal and has been published by McGraw Hill Professional this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005-01-20 with Business & Economics categories.
Tools for pleasing even the most demanding customers A satisfied customer is a loyal customer, and in today's supercompetitive business economy few things are as crucial to a company's bottom line as the quality of its customer service. This latest title in the popular Perfect Phrases series is just the thing for customer service employees and those who train and manage them. Perfect Phrases for Customer Service gets you quickly up and running with everything you need to keep customers happy and loyal, including: Clear explanations of the reasons for difficult customer behaviors Proven tools and techniques for successfully handling even the most cantankerous customers 101 dialogues and scripts organized according to types of difficult behaviors, usable as is or as part of a training program, and easily tailored to any industry and company culture For more information, visit www.customerservicezone.com
The Customer Service Solution Managing Emotions Trust And Control To Win Your Customer S Business
DOWNLOAD
Author : Sriram Dasu
language : en
Publisher: McGraw Hill Professional
Release Date : 2013-07-17
The Customer Service Solution Managing Emotions Trust And Control To Win Your Customer S Business written by Sriram Dasu and has been published by McGraw Hill Professional this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-07-17 with Business & Economics categories.
Understand Consumer Psychology to Drive Profits and Growth Want to know exactly what’s driving your customer's behavior? NOW YOU CAN! The Customer Service Solution explains how consumers perceive services and shows you how to enhance the customer experience--every time. In this economic climate, the customer service experience is more critical than ever. Most leading service firms advocate the TLC mantra: Think Like a Customer. That's a good practice, but first you have to understand what your customer is thinking and feeling. Today's business leaders cannot afford to neglect the psychological principles that govern customer satisfaction and long-term loyalty. What are the factors that really determine customer satisfaction? Two of the nation's leading authorities on service psychology, Sriram Dasu and Richard Chase, have written this groundbreaking guide that identifies and demystifies the psychological triggers behind customer behavior. You'll go where customer satisfaction surveys, mystery shoppers, and focus groups can't--and learn exactly why customers respond and behave the way they do. With findings drawn from behavioral science research, this book provides all the tools you need to evaluate your current service platforms and design future strategies to enhance customer perceptions positively and drive your sales. The Customer Service Solution illustrates why even companies with high levels of satisfaction are missing tremendous opportunities by neglecting the emotional elements that govern consumer interactions. This book will show you how to: Shape and manage customer perceptions Understand implicit versus explicit outcomes Develop the roles of control and choice among buyers Design emotionally intelligent processes Build trust among customers Whatever your business may be--healthcare, hospitality, financial services, e-commerce, and more--this book is an essential tool to help you increase profits by leveraging your company's customer experience. PRAISE FOR THE CUSTOMER SERVICE SOLUTION: "Harnessing the power of emotions will help to drive an exceptional customer experience creating customers for life to help your business thrive. Finally, a guide to help us better understand how to do this." -- James Merlino, MD, Chief Experience Officer, Cleveland Clinic "Required reading for anyone designing a service encounter." -- James Heskett, Professor Emeritus, Harvard Business School, coauthor of The Service Profit Chain and Service Future "I have always known that our customers shop with us because they want to, not because they have to. How to make them want to is the secret that this great book unlocks." -- Kevin Davis, President and CEO, Bristol Farms "[Dasu and Chase] share easy-to-understand ideas and guidance to operations managers who typically do not think about the psychology of customers in designing their services." -- Mary Jo Bitner, PhD, Professor and Executive Director, Center for Services Leadership, W. P. Carey School, Arizona State University "Dasu and Chase provide an excellent set of ideas for delivering emotional customer service experiences through systems and operations." -- Rodolfo Medina, Vice President, Marketing & Commercial, Rock in Rio "This book provides valuable insights to managing and molding the customer's emotional journey, leading to ultimate satisfaction and sustainable loyalty." -- Ali V. Kasikci, Regional Managing Director, Orient-Express