Customer Service Training 101: Quick and Easy Techniques That Get Great Results
Oct 2010 · AMACOM
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240
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About this ebook
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.
Ratings and reviews
2.5
4 reviews
Ronel Medelus
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October 27, 2021
To express my educational experience is for me to say that i spent 3 years teaching english at new american institute which helped me improve better my skills
About the author
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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