Customer Service Training 101 - Quick and Easy Techniques that Get Great Results

Renee Evenson

Publisher: AMACOM

Summary

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.

Available since: 12/14/2018.

Business & Economics

Other books that might interest you

The Bruce Lee Code - How the...

Thomas Lee

Bruce Lee was a brand well before that became commonplace. Step into the Dragon's mind and explore how he thought about business, life, and goals.The Bruce Lee Code focuses on the business strategies prevalent in Lee’s life and teachings that helped unlock his full potential. Bruce Lee’s attention to brand is a major reason why he continues to influence pop culture today, and he was a pioneer, being one of the first Hollywood stars to start his own production company. To recharge America’s creative and entrepreneurial swagger, we need to reexamine Lee’s life and teachings. Although he died in 1973 at age thirty-two, Lee remains a global icon who continues to influence the contemporary world in ways both obvious and subtle. Lee was primarily known for his otherworldly martial arts skills and blockbuster movies such as Enter the Dragon and Fist of Fury. But he was also a man of incredible vision, willpower, and intellectual curiosity whose brief career inspired highly successful projects in Hollywood, sports, comic books, video games, and fashion. In many ways, Lee resembled Apple co-founder Steve Jobs. Both men possessed remarkable self-assurance and a desire to disrupt the status quo. Jobs did not invent the computer, tablet, or MP3 player. Instead, Jobs’s genius was taking existing products and ideas and turning them into something better. Lee also did not hesitate to liberally borrow and emulate. He fused Eastern and Western ideas and techniques to make unique films that would appeal to worldwide audiences. He created his own unique style of martial arts and philosophies that drew upon a deep reservoir of historical and contemporary influences. This book will draw upon interviews with Lee’s family and friends and Lee’s extensive writings, including letters, journals, and business documents. CEOs and executives, academics, and experts on innovation, life coaching, and personal growth will also be interviewed.

Show book

How's the Culture in Your...

Dan Cockerell

A former Disney executive shares stories and leadership lessons from his twenty-six-year career at the company: “Engaging [and] effective.” —Lloyd J. Austin III, from the Foreword 
 
Dan Cockerell started his Disney journey as a parking attendant. Over the next twenty-six years—and nineteen different jobs—he became the Vice President of the biggest theme park in the world, The Magic Kingdom Park. 
 
During the course of his Disney career, Dan learned many life and leadership lessons and shares those learnings in How's the Culture in Your Kingdom. Within its pages, Dan explains how to lead oneself and one’s team and organization by using relevant stories and practical examples from his Disney leadership journey. How’s the Culture in Your Kingdom helps prepare leaders to lead their team by teaching them how to: 
 
 Surround themselves with the right people 
 
 Build trusting relationships 
 
 Set clear expectations 
 
 Provide regular feedback, positive and critical

Show book

Coaching Compassion and Making A...

Ph.D. Maria Nemeth

Clinical psychologist Maria Nemeth has discovered that while therapy is a great place to air your feelings and gain an understanding of your problems, coaching provides a different level:  "In coaching, people observe their psychological process without getting caught up in it, and instead turn their attention toward what they truly want to contribute in life."

Show book

Make Money With Kindle...

Brett Standard

Too many authors struggle with succeeding on Amazon. It shouldn't have to be you.
Information about anything had never been easier to get than in the 21st century. This unprecedented ease of access to information has caused a severe glut, and most people looking for a solution are up to their necks in information. In order to protect their sanity, they tend to tune out, even if the answer was staring them right in the face.
If you're an author, you know this is a problem. You have a manuscript you wish to share with the world, but you're unsure and doubtful if your book will be seen by anyone, or whether it would be buried in the darkest recesses of Amazon, never to see the light of day.
If this sounds like you, then you come to the right place.
In Make More Money with Kindle Publishing, Brett Standard skips the filler and shows you how to make money selling books on Amazon. With highly effective tips and strategies, this guide will equip you with the tools to become a successful author on Amazon.
Here's a snippet of what you're going to discover in this guide:Three powerful steps to choose a profitable niche in order to start getting book sales immediatelyChoosing a topic that will resonate with your audienceGetting rid of the impostor syndrome and adopting the teacher mentalityHow to outline your book effectively in order to get your writing done as fast as possibleTwo ridiculously easy and potent way to develop content for your books.Three important boxes you have to check when crafting a titleHow to get rid of perfectionism and writer's blockPublishing and promoting your book...and more!
Highly practical and chock full of actionable advice, this essential guide will arm you to the teeth of every technique and strategy that you will need to crush it as an author on Amazon.

Show book

Creative Selection - Inside...

Ken Kocienda

An insider's account of Apple's creative process during the golden years of Steve Jobs. 
Hundreds of millions of people use Apple products every day; several thousand work on Apple's campus in Cupertino, California; but only a handful sit at the drawing board. Creative Selection recounts the life of one of the few who worked behind the scenes, a highly-respected software engineer who worked in the final years of the Steve Jobs era—the Golden Age of Apple. 
Ken Kocienda offers an inside look at Apple's creative process. For fifteen years, he was on the ground floor of the company as a specialist, directly responsible for experimenting with novel user interface concepts and writing powerful, easy-to-use software for products including the iPhone, the iPad, and the Safari web browser. His stories explain the symbiotic relationship between software and product development for those who have never dreamed of programming a computer, and reveal what it was like to work on the cutting edge of technology at one of the world's most admired companies. 
Kocienda shares moments of struggle and success, crisis and collaboration, illuminating each with lessons learned over his Apple career. He introduces the essential elements of innovation—inspiration, collaboration, craft, diligence, decisiveness, taste, and empathy—and uses these as a lens through which to understand productive work culture. 
An insider's tale of creativity and innovation at Apple, Creative Selection shows listeners how a small group of people developed an evolutionary design model, and how they used this methodology to make groundbreaking and intuitive software which countless millions use every day.

Show book

Lean B2B - Build Products...

Etienne Garbugli

Thousands of entrepreneurs and innovators use Lean B2B to quickly find traction in the market. 
Packed with more than 20 case studies, Lean B2B consolidates the best thinking around Business-to-Business (B2B) customer development to help entrepreneurs focus on the right actions each step of the way, leaving as little as possible to luck. 
The book helps:Assess the market potential of opportunities to find the right opportunity for your teamFind early adopters, quickly establish credibility and convince business stakeholders to work with youFind and prioritize business problems in corporations and identify the stakeholders with the power to influence a purchase decisionCreate a minimum viable product and a compelling offer, validate a solution and evaluate whether your team has found product-market fitIdentify and avoid common challenges faced by entrepreneurs and learn ninja techniques to speed up product-market validation 
« The book will pay itself off in the first couple of pages! » - Ben Sardella, Co-Founder, Datanyze, AA-ISP Top 25 Most Influential 
« Lean B2B nails the key to being nimble and iterative in the complex, drawn-out world of B2B entrepreneurship: relationships. It captures how I've been running my own Lean B2B practice for years and makes it accessible to anyone. » - Brian Gladstein, CEO and Founder, Explorics 
« This is a must read for every B2B entrepreneur, SaaS creator or consultant and business school student. It's the kind of book you don't read once, you go back to it on a regular basis. » - Carmen Gerea, CEO & Co-founder, UsabilityChefs

Show book