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

ISBN-10: 0814416411

ISBN-13: 9780814416419

Edition: 2nd 2010

Authors: Renee Evenson

List price: $33.95 Buy it from $11.79
eBook available
30 day, 100% satisfaction guarantee

If an item you ordered from TextbookRush does not meet your expectations due to an error on our part, simply fill out a return request and then return it by mail within 30 days of ordering it for a full refund of item cost.

Learn more about our returns policy

Description:

Used Starting from $12.97
New Starting from $18.80
eBooks Starting from $22.95
Buy eBooks
what's this?
Rush Rewards U
Members Receive:
coins
coins
You have reached 400 XP and carrot coins. That is the daily max!
Study Briefs

Limited time offer: Get the first one free! (?)

All the information you need in one place! Each Study Brief is a summary of one specific subject; facts, figures, and explanations to help you learn faster.

Add to cart
Study Briefs
Business Ethics Online content $4.95 $1.99
Add to cart
Study Briefs
Business Law Online content $4.95 $1.99
Add to cart
Study Briefs
Management Online content $4.95 $1.99
Customers also bought
Loading
Loading
Loading
Loading
Loading
Loading
Loading
Loading
Loading
Loading

Book details

List price: $33.95
Edition: 2nd
Copyright year: 2010
Publisher: Amacom
Publication date: 10/16/2010
Binding: Paperback
Pages: 224
Size: 7.38" wide x 9.25" long x 0.62" tall
Weight: 1.342
Language: English

Acknowledgments
Introduction
Tips for the Trainer
Tips for the Student
Putting Your Best Face Forward
Taking Your First Steps: 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 37, Practice Lesson 38, Doing It Right! 39
How Do I Measure Up?
Tossing the Ball Back and Forth: Effective Communication
Customer Service Is Effective Communication
Step 1: Saying What You Mean and Meaning What You Say
Step 2: What You Don't Say: Nonverbal Communication
Step 3: Putting Words Together: Grammar Usage
Step 4: Asking the Correct Questions and Answering the Questions Correctly
Step 5: When the Customer Says No
Step 6: Listening Actively
Key Points 63, Practice Lesson 64, Doing It Right! 66
How Do I Measure Up?
Jumping in with Both Feet: Relationship Building
Customer Service Is Building Relationships
Step 1: Establishing Rapport
Step 2: Interacting Positively with Customers
Step 3: Identifying Customers' Needs
Step 4: Making the Customer Feel Valued
Step 5: Maintaining Ongoing Relationships
Step 6: Different Strokes: Handling Different Types of Customers
Key Points 93, Practice Lesson 94, Doing It Right! 96
How Do I Measure Up?
Putting Your Customers First
Seeing Eye to Eye: Face-to-Face Contacts
Customer Service Is Face-to-Face Contacts
Step 1: Saying Hello: Greeting the Customer
Step 2: Between Hello and Goodbye: Helping the Customer
Step 3: Saying Goodbye: Ending the Interaction
l Key Points 117, Practice Lesson 117, Doing It Right! 118
How Do I Measure Up?
Saying It with a Smile: Telephone Contacts
Customer Service Is Telephone Contacts
Step 1: Putting Your Best Ear Forward: Listening Carefully
Step 2: Saying Hello: The Opener
Step 3: Between Hello and Goodbye: Helping the Customer
Step 4: Saying Goodbye: The Closer
l Key Points 138, Practice Lesson 139, Doing It Right! 140
How Do I Measure Up?
Looking Before You Leap: E-Customer Contacts
Customer Service Is E-Customer Contacts
Step 1: What Does the E-Customer Expect?
Step 2: Hanging the Open Sign: Being Accessible
Step 3: Writing What You Mean: E-Mail Communication
Step 4: Speaking Around the World: Cross-Cultural Etiquette
l Key Points 158, Practice Lesson 159, Doing It Right! 160
How Do I Measure Up?
Giving When Getting Is Not Expected: Self-Service
Contacts
Customer Service Is Self-Service Contacts
Step 1: Saying Hello: Greeting the Customer
Step 2: Between Hello and Goodbye: Looking for Opportunities to Help
Step 3: Saying Goodbye: Ending the Interaction
l Key Points 176, Practice Lesson 176, Doing It Right! 178
How Do I Measure Up?
Calming the Storm: Difficult Customer Contacts
Customer Service Is Difficult Customer Contacts
Step 1: What Is Going On: Determine the Reason for the Problem
Step 2: What Caused the Problem: Identify the Root Cause
Step 3: What Can I Do: Rectify the Situation
Step 4: What Can I Say: Restore the Relationship
Step 5: What Needs to Be Done: Fix What Needs to Be Fixed
l Key Points 201, Practice Lesson 202, Doing It Right! 205
How Do I Measure Up?
Putting it All Together
Hitting the Ground Running: Ready, Set, Go
Customer Service Is Being Ready and Set to Go
Your Customer Service Training Quick Reference
Being the Best You Can Be: The Total Package
Customer Service Is Being the Best You Can Be Every Day
Enjoy Each Day
Index
×
Free shipping on orders over $35*

*A minimum purchase of $35 is required. Shipping is provided via FedEx SmartPost® and FedEx Express Saver®. Average delivery time is 1 – 5 business days, but is not guaranteed in that timeframe. Also allow 1 - 2 days for processing. Free shipping is eligible only in the continental United States and excludes Hawaii, Alaska and Puerto Rico. FedEx service marks used by permission."Marketplace" orders are not eligible for free or discounted shipping.

Learn more about the TextbookRush Marketplace.

×