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

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

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Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition of Customer Service Training 101 presents proven techniques for creating unforgettable customer experiences. The book covers every aspect of face-to-face, phone, Internet, and self-service customer relations, and provides simple yet powerful tips for:

Projecting a positive attitude and making a great first impression Communicating effectively, both verbally and nonverbally Developing trust, establishing rapport, and making customers feel valued Confidently handling difficult customers and situations
New features include "How Do I Measure Up?" self-assessments, and "Doing It Right" examples from the author's extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is aug mented with instructive sidebars, a summary of key points, practice exercises, and so much more.
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Product details

  • Paperback | 224 pages
  • 74 x 92 x 7mm | 498.95g
  • Amacom
  • Nashville, United States
  • English
  • Revised
  • 2nd Revised edition
  • 0814416411
  • 9780814416419
  • 563,466

Back cover copy

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!

Renee Evenson has worked in the customer service management field for over 30 years, including 15 years as a customer service manager and trainer at Bell-South Telecommunications. She has a degree in organizational psychology and is a business consultant and writer specializing in customer relations.
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Table of contents


Acknowledgments vii

Introduction 1

Tips for the Trainer 5

Tips for the Student 13



1 Taking Your First Steps: The Basics 21

Customer Service Is the Basics, 22

Step 1: First Impressions Matter 25

Step 2: Courtesy Counts 27

Step 3: Attitude Is Everything 30

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

2 Tossing the Ball Back and Forth: Effective Communication 41

Customer Service Is Effective Communication, 42

Step 1: Saying What You Mean and Meaning What You Say 46

Step 2: What You Don't Say: Nonverbal Communication 48

Step 3: Putting Words Together: Grammar Usage 51

Step 4: Asking the Correct Questions and Answering the Questions Correctly 52

Step 5: When the Customer Says No 56

Step 6: Listening Actively 59

Key Points 63, Practice Lesson 64, Doing It Right! 66,

How Do I Measure Up? 67

3 Jumping in with Both Feet: Relationship Building 68

Customer Service Is Building Relationships, 69

Step 1: Establishing Rapport 74

Step 2: Interacting Positively with Customers 77

Step 3: Identifying Customers' Needs 79

Step 4: Making the Customer Feel Valued 82

Step 5: Maintaining Ongoing Relationships 83

Step 6: Different Strokes: Handling Different Types of Customers 86

Key Points 93, Practice Lesson 94, Doing It Right! 96,

How Do I Measure Up? 97



4 Seeing Eye to Eye: Face-to-Face Contacts 101

Customer Service Is Face-to-Face Contacts, 102

Step 1: Saying Hello: Greeting the Customer 106

Step 2: Between Hello and Goodbye: Helping the Customer 109

Step 3: Saying Goodbye: Ending the Interaction 111

Key Points 117, Practice Lesson 117, Doing It Right! 118,

How Do I Measure Up? 120

5 Saying It with a Smile: Telephone Contacts 121

Customer Service Is Telephone Contacts, 122

Step 1: Putting Your Best Ear Forward: Listening Carefully 126

Step 2: Saying Hello: The Opener 127

Step 3: Between Hello and Goodbye: Helping the Customer 129

Step 4: Saying Goodbye: The Closer 133

Key Points 138, Practice Lesson 139, Doing It Right! 140,

How Do I Measure Up? 142

6 Looking Before You Leap: E-Customer Contacts 143

Customer Service Is E-Customer Contacts, 144

Step 1: What Does the E-Customer Expect? 147

Step 2: Hanging the Open Sign: Being Accessible 150

Step 3: Writing What You Mean: E-Mail Communication 152

Step 4: Speaking Around the World: Cross-Cultural Etiquette 155

Key Points 158, Practice Lesson 159, Doing It Right! 160,

How Do I Measure Up? 161

7 Giving When Getting Is Not Expected: Self-Service

Contacts 162

Customer Service Is Self-Service Contacts, 163

Step 1: Saying Hello: Greeting the Customer 167

Step 2: Between Hello and Goodbye: Looking for Opportunities to Help 169

Step 3: Saying Goodbye: Ending the Interaction 171

Key Points 176, Practice Lesson 176, Doing It Right! 178,

How Do I Measure Up? 179

8 Calming the Storm: Difficult Customer Contacts 180

Customer Service Is Difficult Customer Contacts, 181

Step 1: What Is Going On: Determine the Reason for the Problem 184

Step 2: What Caused the Problem: Identify the Root Cause 188

Step 3: What Can I Do: Rectify the Situation 191

Step 4: What Can I Say: Restore the Relationship 194

Step 5: What Needs to Be Done: Fix What Needs to Be Fixed 197

Key Points 201, Practice Lesson 202, Doing It Right! 205,

How Do I Measure Up? 207



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 218

Customer Service Is Being the Best You Can Be Every Day 218

Enjoy Each Day, 221

Index 223
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Review quote

-... rule book providing winning game plans for exceptional customer will raise the bar of excellence you want to be known for.- --Training Media Review
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About Renee Evenson

ANDREW J. SHERMAN is a partner in the Washington, D.C., office of Jones Day and an internationally recognized authority on the legal and strategic issues of emerging and established companies. He has been interviewed by The Wall Street Journal, USA Today, Forbes, Time, and other publications, and is the author of Raising Capital (978-0-8144-0856-8).
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Rating details

65 ratings
3.63 out of 5 stars
5 18% (12)
4 38% (25)
3 31% (20)
2 12% (8)
1 0% (0)
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