Customer Service Training 101
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Customer Service Training 101
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Author : Renee Evenson
language : en
Publisher: AMACOM Div American Mgmt Assn
Release Date : 2011
Customer Service Training 101 written by Renee Evenson and has been published by AMACOM Div American Mgmt Assn this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011 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 ofCustomer 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.
Customer Service Management Training 101
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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
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Author : Renee Evenson
language : en
Publisher: AMACOM
Release Date : 2017-12-14
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 2017-12-14 with Business & Economics categories.
This invaluable resource 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. 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, nothing is more important than arming them with the knowledge and skills they need to find the best solution for every customer. Using scenarios, guidelines, and practice exercises, Customer Service Training 101 will train them in: Creating positive first impressions Speaking and writing effectively Listening attentively Identifying needs Making customers feel valued Confidently handling customer complaints Your 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 it’s too late.
Customer Service Training 101 2nd Edition
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Author : Renee Evenson
language : en
Publisher:
Release Date : 2010
Customer Service Training 101 2nd Edition written by Renee Evenson and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010 with Industrial management 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.
101 Ways To Improve Customer Service
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Author : Lorraine L. Ukens
language : en
Publisher:
Release Date : 2007
101 Ways To Improve Customer Service written by Lorraine L. Ukens and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007 with Customer services categories.
Provides a variety of tyraining 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.
Training Library Staff And Volunteers To Provide Extraordinary Customer Service
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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.
Award Winning Customer Service
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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.
Customer Service
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Author : Paul R. Timm
language : en
Publisher:
Release Date : 2001
Customer Service written by Paul R. Timm and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001 with Business & Economics categories.
Annotation. This practical, real-world book presents the skills essential for success in customer service. It brings together a wealth of the best information from professional books and academic textbooks, and the authors broad consulting experience. Includes information on making optimum use of the Internet as a customer service professional. A clear, usable process is employed for developing the skills, attitudes, and thinking patterns needed to win customer satisfaction and loyalty. The process helps the reader develop: a heightened awareness of challenges and opportunities; tools for dealing with unhappy customers, using the power of customer expectations and creating loyalty; the ability to lead, expand, and empower the service process.
Powerful Phrases For Effective Customer Service
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Author : Renee Evenson
language : en
Publisher: HarperChristian + ORM
Release Date : 2012-09-12
Powerful Phrases For Effective Customer Service written by Renee Evenson and has been published by HarperChristian + ORM this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-09-12 with Business & Economics categories.
Dealing with customers isn't easy, they aren't always right or even pleasant. Business author Renée Evenson ensures you’ll always have the right words to defuse tense interactions. Practical and insightful, this book ensures you’ll never again be at a loss for what to say to customers. In Powerful Phrases for Effective Customer Service, she covers 30 challenging customer behaviors and 20 common employee-caused negative encounters to teach you: how to assess circumstances, choose one of many appropriate responses, and confidently and consistently deliver customer satisfaction. Helpful sample scenarios and tangible instructions bring the phrases to life, while detailed explanations bolster your confidence so that you’ll have the right words as tools at your disposal and the skills to deliver those words effectively. By incorporating language that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation, you’ll not only be capable of overcoming obstacles--you’ll strengthen all facets of your customer service.
101 Ways To Improve Customer Service
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Author : Glen Maryland
language : en
Publisher:
Release Date : 2007
101 Ways To Improve Customer Service written by Glen Maryland and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007 with Industrial management 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.