Overview

This invaluable resource is the training manual you need to give your employees the thorough training, review, and--if necessary--overhaul they need in the vitally important area of customer service. If their interactions with you and your employees were the only things your customers knew about your business, what would they say about it Would they use descriptions such as “uninformed,” “rude,” “hot-tempered,” “uncaring” For your customer, nothing else represents your business more than your employees; therefore, nothing is more important than arming them with the knowledge and skills they need to find the best solution for every customer.  Using scenarios, guidelines, and practice exercises, Customer Service Training 101 will train them in: Creating positive first impressions Speaking and writing effectively Listening attentively Identifying needs Making customers feel valued Confidently handling customer complaints Your business plan is sound. Your product is needed. Your growth strategies are ground-breaking, but poor customer service can bring it all to a crashing halt. Equip you and your employees with the necessary skills before it’s too late.

Full Product Details

Author:   Renee Evenson
Publisher:   HarperCollins Focus
Imprint:   Amacom
Edition:   Third Edition
Dimensions:   Width: 19.00cm , Height: 1.20cm , Length: 23.50cm
Weight:   0.439kg
ISBN:  

9780814438916

ISBN 10:   0814438911
Pages:   240
Publication Date:   16 March 2018
Recommended Age:   18 years
Audience:   General/trade ,  General
Format:   Paperback
Publisher's Status:   Active
Availability:   Manufactured on demand  
We will order this item for you from a manufactured on demand supplier.

Table of Contents

Acknowledgments vii Introduction 1 Tips for the Trainer 5 Tips for the Student 13 PART I: PUTTING YOUR BEST FACE FORWARD Chapter 1 Your First Steps Can Make a Huge Stride: The Basics 19 Customer Service Is the Basics 20 Step 1: First Impressions Matter 23 Step 2: Courtesy Counts 26 Step 3: Attitude Is Everything 29 Step 4: Doing the Right Thing: Ethical Issues 32 Key Points 37, Practice Lesson 38, Doing It Right! 39, How Do I Measure Up? 40 Chapter 2 Tossing the Ball Back and Forth: Effective Communication 41 Customer Service Is Effective Communication 42 Step 1: Say What You Mean and Mean What You Say 46 Step 2: Enhance Your Messages with Nonverbal Techniques 49 Step 3: Putting Words Together: Grammar Usage 52 Step 4: Ask the Correct Questions and Answer the Questions Correctly 55 Step 5: Overcome the Big No 59 Step 6: Listen Attentively 62 Key Points 67, Practice Lesson 68, Doing It Right! 69, How Do I Measure Up? 70 Chapter 3 Jumping In with Both Feet: Relationship Building 72 Customer Service Is Building Relationships 73 Step 1: Establish Rapport 77 Step 2: Interact Positively with Customers 81 Step 3: Identify Customers' Needs 83 Step 4: Make Each Customer Feel Valued 85 Step 5: Maintain Ongoing Relationships 87 Step 6: Understand Various Types of Customers 89 Key Points 96, Practice Lesson 97, Doing It Right! 99, How Do I Measure Up? 100 PART II: PUTTING YOUR CUSTOMERS FIRST Chapter 4 Seeing Eye to Eye: Face-to-Face Contacts 103 Customer Service Is Face-to-Face Contacts 104 Step 1: Welcome Your Customers 108 Step 2: Find the Best Solutions 111 Step 3: Show Appreciation 113 Key Points 117, Practice Lesson 118, Doing It Right! 119, How Do I Measure Up? 120 Chapter 5 Saying It with a Smile: Telephone Contacts 122 Customer Service Is Telephone Contacts 123 Step 1: Welcome Your Customers 127 Step 2: Find the Best Solutions 128 Step 3: Show Appreciation 132 Key Points 136, Practice Lesson 137, Doing It Right! 138, How Do I Measure Up? 140 Chapter 6 Keeping Up with the Times: Online and Social Media Customer Service 141 Customer Service Is Online and Social Media Contacts 142 Step 1: Welcome Your Customers 147 Step 2: Find the Best Solutions 150 Step 3: Show Appreciation 154 Key Points 159, Practice Lesson 160, Doing It Right! 161, How Do I Measure Up? 162 Chapter 7 Giving When Getting Is Not Expected: Self-Service Contacts 164 Customer Service Is Self-Service Contacts 165 Step 1: Welcome Your Customers 168 Step 2: Find the Best Solutions 170 Step 3: Show Appreciation 173 Key Points 177, Practice Lesson 178, Doing It Right! 179, How Do I Measure Up? 181 Chapter 8 Calming the Storm: Customer Complaint Contacts 182 Customer Service Is Customer Complaint Contacts 183 Step 1: Understand the Complaint 187 Step 2: Identify the Cause 190 Step 3: Solve the Problem 193 Step 4: Restore the Relationship 197 Step 5: Fix What Needs to Be Fixed 198 Key Points 202, Practice Lesson 203, Doing It Right! 206, How Do I Measure Up? 208 PART I I I: PUTTING IT ALL TOGETHER Chapter 9 Hitting the Ground Running: Ready, Set, Go 211 Customer Service Is Being Ready and Set to Go 212 Your Customer Service Training Quick Reference 215 10 Being the Best You Can Be: The Total Package 217 Customer Service Is Being the Best You Can Be Every Day 217 Always Be Your Best! 220 Index 221

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Author Information

Renee Evenson is a small-business consultant specialising 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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