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

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.