Customer Service Training 101: Qquick and Easy Techniques That Get Great Results - Softcover

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RENÉE EVENSON has worked in the customer service management field for 25 years, 15 of them as a customer service manager at BellSouth Telecommunications, where her duties included staff training and development.

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Good customer service is a given for any company that wants to survive in an ultra-competitive business landscape. But the truly dominant companies in any industry have taken their service programs to new heights, providing truly exceptional customer experiences that build loyalty, create genuine relationships, and generate unparalleled word-of-mouth marketing.

How do they do it? How can you do it? Customer Service Training 101 shows you how to equip your entire service team with the critical information and powerful techniques they need to handle both everyday service functions and extraordinary circumstances. Filled with step-by-step, interactive lessons that you can customize to fit your team’s needs and learning styles, this super-practical guide shows how to ensure that service representatives always:

• Project a positive attitude and make a great first impression

• Communicate effectively, both verbally and nonverbally

• Build dynamic relationships by developing trust, establishing rapport, and making customers feel valued

• Handle difficult customers and situations professionally, creating win-win situations and positive outcomes

• Interact effectively face-to-face, by telephone and by e-mail

Involving your entire team by personalizing specific service scenarios enables you to teach and reinforce precise, repeatable techniques that work to enhance positive, customer-focused attitudes. Use the discussion topics and key points summaries in each chapter for follow-up.

Designed for immediate use in any customer service environment, Customer Service Training 101 provides the very best proven service strategies, saving you the time, energy, and expense of building or rebuilding a complete training program from scratch.

If you think that knowledgeable, confident, motivated, and positive service representatives will help your organization and its customers—today and well into the future—this book is for you!

Renée Evenson has worked in the customer service management field for over 30 years, including 15 years as a customer service manager and trainer at Bell­South Telecommunications. She has a degree in organizational psychology and is a business consultant and writer specializing in customer relations.