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

ISBN-10: 0814416411

ISBN-13: 9780814416419

Edition: 2nd 2010

Authors: Renee Evenson

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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

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
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
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