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

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 augmented with instructive sidebars, a summary of key points, practice exercises, and so much more.

Evenson, a customer service management professional, provides step-by-step lessons and worksheets that can be adapted for any business and for learners of any experience level. The lessons will help employees communicate verbally and nonverbally, establish rapport, and handle difficult customers in face-to-face, telephone, and e-mail situations. The lessons are supplemented with case scenarios, discussion questions, and key points. Annotation ©2006 Book News, Inc., Portland, OR

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"A great resource for beginners looking to save both time and money while providing their employees with the training they need."

RENÉE EVENSON has worked in the customer service management field for 25 years, 15 of them as a customer service manager at BellSouth Telecommunications, where her duties included staff training and development.