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; and confidently handling difficult customers and
situations.

The 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.

Download File Size:1.39 MB

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