|
 |
|
Customer Service Training 101: Quick and Easy Techniques That Get Great Resultsx$11.19
  (10 reviews)
Best Price: $21.95 $11.19
If the true face of any organization is its customer service people, then nothing is more important than the training of these crucial employees. Customer Service Training 101 offers an easy-to-implement approach for busy managers and trainers seeking to motivate their people and equip them with the tools they need to excel in this essential role. Featuring interactive lessons that can be adapted for any type of business and for any type of trainee, this ready-to-use guide addresses important customer service areas including: * making a good first impression * projecting a positive attitude * communicating effectively through verbal, nonverbal, and listening skills * developing trust, establishing rapport, and making customers feel valued * confidently handling "difficult" customers and situations * interacting effectively face-to-face, and via telephone and e-mail The professionalism and enthusiasm of frontline employees reflect directly on the company they represent. Packed with powerful, proven ideas, this inspiring, comprehensive training manual will pave the way to superior customer service.
|
Customer Reviews
|
Customer Satisfaction
By A1BM4YUXU9I2UU on 2005-09-16
Renee Evenson's first two books ("Customer Service 101: Basic Lessons To Be Your Best" and "Customer Service 201: Managing Your People To Be Their Best")were invaluable in training our information desk staff how to meet and greet the public. The two books contain a wealth of practical, good-sense suggestions and information about how to provide exceptional customer service.
"Customer Service Training 101" covers much of the same ground, but is presented in a format that enables a trainer to effectively and efficiently teach employees the customer care concepts necessary to "get great results." Evenson covers everything from communication and ethical issues to relationship building, difficult customer contacts, and e-commerce.
"Customer Service Training 101" is the best and most thorough publication on the subject of customer care that I've encountered to-date. The book is packed with valuable information. In each chapter, Evenson includes general information on the topic at hand, presents a brief scenario of a situation not handled well, outlines the key points covered in the chapter and explains each point in depth, step-by-step. She follows that up with a scenario where the situation is handled correctly, a summary of key points and steps, an interactive training lesson, and excellent "quick quotations for memory joggers." Tips and topics for group brainstorming sessions are also included.
The book is well-written, thorough, and easy to understand. If you've been searching for the definitive work on customer service, search no more. This is it!
Is your Customer Service World Class?
By A2551LUR2PDOLF on 2005-09-04
Imagine your company's reputation as having World Class customer service! Sound good? I have been in the customer service industry for 26 years and this book is your answer. It has excellent tips to get your employees the help they need to be World Class. The steps are easy, fun, practical and valuable. You will see immediate changes in your employees. No expense on professional trainers, the book has it all. This is the first customer service help book that hit the BULLSEYE!
Great Customer Selling Book.
By AQ4FNLDY7CHSA on 2005-08-23
If you need real customer service tips and ideas, get this book, today! Best customer service book I've read in years.
Great read!
By A1XO9SH2S16OKA on 2005-08-24
This book is easy to read, easy to implement and addresses critical customer service training areas. It covers everything from how to make a great impression and communicate effectively to how to handle difficult customers. Great read for anyone in the customer service field.
Great Primer
By A3I3MIXG8ABXQ7 on 2007-02-15
I am new to the Customer Service arena and I found this book to be very useful. The information goes beyond the common sense approach to customer service (treat people the way you want to be treated).
It is a training manual for those who what to learn about cusomer service or to use to teach others customer service. It also includes checklists and worksheets you can use to train customer service.
It is easy to read and very interesting, meaning it wasn't written like a text book.
As I said, I am new to customer service and I found the book very helpful to me. This was my first customer service book I read, and I have since read a couple more books and they essentially say the same things as Customer Service Training 101.
I have been recommending this book to others as a good customer service primer.
|
|
You may also be interested in...
|
|
|
|
|
|
