Customer Service Training 101: Quick and Easy Techniques That Get Great Results

Customer Service Training 101: Quick and Easy Techniques That GetGreat Results, 2nd Revised edition--------------------------------------------------Your service team may represent the first, last, or only interactionpoint between your customers and your company. Your front-line serviceprofessionals make or break countless opportunities, leads, sales,and relationships every day. Completely revised and updated to meetthe challenges of a new service landscape, the second edition of CustomerService Training 101 presents proven techniques for creating unforgettablecustomer experiences. The book covers every aspect of face-to-face,phone, Internet, and self-service customer relations, and providessimple yet powerful tips for: projecting a positive attitude and makinga great first impression, communicating effectively, both verbally andnonverbally, developing trust, establishing rapport, and making customers feelvalued, and confidently handling difficult customers and situations.The new features include: 'How Do I Measure Up?' self-assessments,and 'Doing It Right' examples from the author's extensive customerservice experience. Every step-by-step lesson in this comprehensiveand inspiring training manual is augmented with instructive sidebars,a summary of key points, practice exercises, and so much more.--------------------------------------------------Author Biography: Renee Evenson (St. Simon's Island, Georgia) has workedin the customer service management field for 25 years, 15 of them asa customer service manager at BellSouth Telecommunications, where herduties included staff training and development.