Customer Service Training 101

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

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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, for you nothing should be more important than arming these essential employees with the knowledge and skills they need to find the best solution for each and every customer.Whether you're a manager, owner, or employee, Customer Service Training 101 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. The completely revised and updated third edition addresses every aspect of face-to-face, phone, online, social media, and self-service interactions. Using scenarios, guidelines, and practice exercises, this all-encompassing resource will train them in:* Creating positive first impressions* Speaking and writing effectively* Listening attentively* Identifying needs* Making customers feel valued* Confidently handling customer complaints* And moreYour 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.
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Product details

  • Paperback | 240 pages
  • 159 x 235 x 14mm | 330g
  • Amacom
  • Nashville, United States
  • English
  • Third Edition
  • 0814438911
  • 9780814438916
  • 816,338

Back cover copy

It's not about marketing, demand, distribution, or even a great product. The number-one key to your business success is customer service, because if the buying experience is anything less than exceptional, consumers will look elsewhere for what they need. And it's truer now than ever before, with a virtually unlimited range of choices available online. You can't afford to offer sub-par customer service that gives competing companies the edge.

The gold standard since its initial publication more than a decade ago, Customer Service Training 101 is designed to help managers teach and motivate their workforce to interact effectively with the public. The revised third edition of this invaluable resource has been substantially updated to reflect the changing realities of today's marketplace and the new technologies that drive buying and selling in the 21st century.

Customer Service Training 101 offers powerful tools and techniques for solidifying customer loyalty. Each chapter provides specific examples of the right and the wrong way to handle customer contacts in a host of different situations--as well as practice lessons, topics for discussion and brainstorming, "how-do-I-measure-up" questions that will enable employees to analyze and improve their skill levels, and more.

The revised edition includes expanded sections on online and social media-based customer service, and new email and website strategies, since many of today's interactions involve good writing skills. This new version also covers the most effective methods for providing efficient and courteous service in self-serve operations.

Your employees are the face and the voice of your company, whether they're dealing with customers by phone, online, or face-to-face in brick-and-mortar establishments. The impressions they leave will dramatically affect the sales of your company's products or services, and if their "people skills" are lacking, your business will suffer.

If you're an owner or manager who's interested in preparing your company's personnel to relate more positively with customers and clients--or if you're an employee looking to improve your communication and sales skills--Customer Service Training 101 is the one guide you need to make it happen.

Advance praise for this edition:

"Customer Service Training 101 is a practical and actionable guide that will prepare front-line employees to provide exceptional customer service, whether face-to-face, over the phone, or online."-- Steve Curtin, author of Delight Your Customers

"Customer Service Training 101 serves as the foundation for a well-received collegiate customer service course. The book provides the right blend of customer service theory and practical, real-world application examples to be an important input to a four-year business management curriculum."-- David Lungren, Vice President, Digital Content Solutions, Collegis Education

"Renée Evenson's Customer Service Training 101 has long been recognized as a must-have training tool for customer service managers and frontline reps. The third edition is an even more fine-pointed and practical tool for preparing customer service reps to create positive and productive interactions with customers, whatever service channel is being used."-- Bill Keenan, editor, Customer Communicator

RENÉE EVENSON is a customer service consultant and author of nine books specializing in communication, conflict resolution, and customer service. Her latest books are Powerful Phrases for Effective Customer Service and Powerful Phrases for Dealing with Difficult People.
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Table of contents

Acknowledgments vii

Introduction 1

Tips for the Trainer 5

Tips for the Student 13


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


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


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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About Renee Evenson

REN'E EVENSON is a small-business consultant specializing 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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