Customer Service Training 101

Customer Service Training 101

Customer Service Training 101

Customer Service Training 101

Synopsis

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. "

Excerpt

ALWAYS REMEMBER, THE CUSTOMER
IS THE REASON YOU HAVE A JOB

What has happened to customer service? More often than not, customers are met with boredom, indifference, and even rudeness or condescension. When they are greeted with a friendly smile, they are thrilled. When they are approached with a helpful attitude, they are likely to tell their friends. When they get good service, they are grateful. Customers should never have to feel grateful for being treated well. Being treated well should be the standard.

Think, for a moment, about your own interactions as a customer. In the past few days, how many times were you a customer? Did you go to the grocery store or the mall? Did you visit the post office, doctor’s office, bank, dry cleaners, or your child’s school? Did you eat any meals out? Did you call a company to ask a question or visit a Web site and order products online?

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