Customer service training 101 : quick and easy techniques that get great results / Renee Evenson.

By: Evenson, Renee, 1951- [author.]
Language: English Publisher: New York; American Management Association: ]2018]Copyright date: ©2018Edition: Third editionDescription: vii, 228 pages ; 24 cmContent type: text Media type: unmediated Carrier type: volumeISBN: 9780814438916 (pbk.)Subject(s): Customer services | Customer relations | Employees -- Training ofDDC classification: 658.3/1245 LOC classification: HF5415.5 | .E89 2018
Contents:
Contents Acknowledgments Introduction Tips for the Trainer Tips for the Student Part I: Putting Your Best Face Forward 1. Your First Steps Can Make a Huge Stride: The Basics Customer Service Is the Basics Step 1: First Impressions Matter Step 2: Courtesy Counts Step 3: Attitude Is Everything Step 4: Doing the Right Thing: Ethical Issues Key Points Practice Lesson Doing It Right! How Do I Measure Up? 2. Tossing the Ball Back and Forth: Effective Communication Customer Service Is Effective Communication Step 1: Say What You Mean and Mean What You Say Step 2: Enhance Your Messages With Nonverbal Techniques Step 3: Putting Words Together: Grammar Usage Step 4: Ask the Correct Questions and Answer the Questions Correctly Step 5: Overcome the Big No Step 6: Listen Attentively Key Points Practice Lesson Doing It Right! How Do I Measure Up? 3. Jumping In With Both Feet: Relationship Building Customer Service Is Building Relationships Step 1: Establish Rapport Step 2: Interact Positively With Customers Step 3: Identify Customers’ Needs Step 4: Make Each Customer Feel Valued Step 5: Maintain Ongoing Relationships Step 6: Understand Various Types of Customers Key Points Practice Lesson Doing It Right! How Do I Measure Up? Part II: Putting Your Customers First 4. Seeing Eye to Eye: Face-to-Face Contacts Customer Service Is Face-to-Face Contacts Step 1: Welcome Your Customers Step 2: Find the Best Solutions Step 3: Show Appreciation Key Points Practice Lesson Doing It Right! How Do I Measure Up? 5. Saying It With a Smile: Telephone Contacts Customer Service Is Telephone Contacts Step 1: Welcome Your Customers Step 2: Find the Best Solutions Step 3: Show Appreciation Key Points Practice Lesson Doing It Right! How Do I Measure Up? 6. Keeping Up With the Times: Online and Social Media Customer Service Customer Service Is Online and Social Media Contacts Step 1: Welcome Your Customers Step 2: Find the Best Solutions Step 3: Show Appreciation Key Points Practice Lesson Doing It Right! How Do I Measure Up? 7. Giving When Getting Is Not Expected: Self-Service Contacts Customer Service Is Self-Service Contacts Step 1: Welcome Your Customers Step 2: Find the Best Solutions Step 3: Show Appreciation Key Points Practice Lesson Doing It Right! How Do I Measure Up? 8. Calming the Storm: Customer Complaint Contacts Customer Service Is Customer Complaint Contacts Step 1: Understand the Complaint Step 2: Identify the Cause Step 3: Solve the Problem Step 4: Restore the Relationship Step 5: Fix What Needs to Be Fixed Key Points Practice Lesson Doing It Right! How Do I Measure Up? Part III: Putting It All Together 9. Hitting the Ground Running: Ready, Set, Go Customer Service Is Being Ready and Set to Go Your Customer Service Training Quick Reference 10. Being the Best You Can Be: The Total Package Customer Service Is Being the Best You Can Be Every Day Always Be Your Best! Index
Summary: Employees aren't just the front line of any business. To customers, they are the business. Nothing is more important than arming these essential employees with the knowledge they need to find the best solution for each and every customer. Whether you're a manager, owner, or employee, Customer Service Training 101 gets you up to speed fast. 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 inspiring training manual explains what to say and do, what to avoid, and why interactions go astray. Assessments and examples help you: Create positive first impressions Speak and write effectively Listen attentively Identify needs Develop trust, establish rapport, and make customers feel valued Connect with people in person, on the phone, or via email or social media Confidently handle customer complaints And more Customer service skills are essential to the success of your company. --WorldCat
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Includes index.

Contents
Acknowledgments
Introduction
Tips for the Trainer
Tips for the Student
Part I: Putting Your Best Face Forward
1. Your First Steps Can Make a Huge Stride: The Basics
Customer Service Is the Basics
Step 1: First Impressions Matter
Step 2: Courtesy Counts
Step 3: Attitude Is Everything
Step 4: Doing the Right Thing: Ethical Issues
Key Points
Practice Lesson
Doing It Right!
How Do I Measure Up?
2. Tossing the Ball Back and Forth: Effective Communication
Customer Service Is Effective Communication
Step 1: Say What You Mean and Mean What You Say
Step 2: Enhance Your Messages With Nonverbal Techniques
Step 3: Putting Words Together: Grammar Usage
Step 4: Ask the Correct Questions and Answer the Questions Correctly
Step 5: Overcome the Big No
Step 6: Listen Attentively
Key Points
Practice Lesson
Doing It Right!
How Do I Measure Up?
3. Jumping In With Both Feet: Relationship Building
Customer Service Is Building Relationships
Step 1: Establish Rapport
Step 2: Interact Positively With Customers
Step 3: Identify Customers’ Needs
Step 4: Make Each Customer Feel Valued
Step 5: Maintain Ongoing Relationships
Step 6: Understand Various Types of Customers
Key Points
Practice Lesson
Doing It Right!
How Do I Measure Up?
Part II: Putting Your Customers First
4. Seeing Eye to Eye: Face-to-Face Contacts
Customer Service Is Face-to-Face Contacts
Step 1: Welcome Your Customers
Step 2: Find the Best Solutions
Step 3: Show Appreciation
Key Points
Practice Lesson
Doing It Right!
How Do I Measure Up?
5. Saying It With a Smile: Telephone Contacts
Customer Service Is Telephone Contacts
Step 1: Welcome Your Customers
Step 2: Find the Best Solutions
Step 3: Show Appreciation
Key Points
Practice Lesson
Doing It Right!
How Do I Measure Up?
6. Keeping Up With the Times: Online and Social Media Customer Service
Customer Service Is Online and Social Media Contacts
Step 1: Welcome Your Customers
Step 2: Find the Best Solutions
Step 3: Show Appreciation
Key Points
Practice Lesson
Doing It Right!
How Do I Measure Up?
7. Giving When Getting Is Not Expected: Self-Service Contacts
Customer Service Is Self-Service Contacts
Step 1: Welcome Your Customers
Step 2: Find the Best Solutions
Step 3: Show Appreciation
Key Points
Practice Lesson
Doing It Right!
How Do I Measure Up?
8. Calming the Storm: Customer Complaint Contacts
Customer Service Is Customer Complaint Contacts
Step 1: Understand the Complaint
Step 2: Identify the Cause
Step 3: Solve the Problem
Step 4: Restore the Relationship
Step 5: Fix What Needs to Be Fixed
Key Points
Practice Lesson
Doing It Right!
How Do I Measure Up?
Part III: Putting It All Together
9. Hitting the Ground Running: Ready, Set, Go
Customer Service Is Being Ready and Set to Go
Your Customer Service Training Quick Reference
10. Being the Best You Can Be: The Total Package
Customer Service Is Being the Best You Can Be Every Day
Always Be Your Best!
Index

Employees aren't just the front line of any business. To customers, they are the business. Nothing is more important than arming these essential employees with the knowledge they need to find the best solution for each and every customer. Whether you're a manager, owner, or employee, Customer Service Training 101 gets you up to speed fast. 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 inspiring training manual explains what to say and do, what to avoid, and why interactions go astray. Assessments and examples help you: Create positive first impressions Speak and write effectively Listen attentively Identify needs Develop trust, establish rapport, and make customers feel valued Connect with people in person, on the phone, or via email or social media Confidently handle customer complaints And more Customer service skills are essential to the success of your company. --WorldCat

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