Discover a world full of books!
Add this book to bookshelf
Grey
Write a new comment Default profile 50px
Grey
Read online the first chapters of this book!
All characters reduced
Customer Service Training 101 - cover

Customer Service Training 101

Renee Evenson

Publisher: AMACOM

  • 0
  • 0
  • 0

Summary

Employees aren't just the front line of any business. To customers, they are the business. Nothing is more important than arming these essential employees with the knowledge they need to find the best solution for each and every customer. Whether you're a manager, owner, or employee, Customer Service Training 101 gets you up to speed fast. 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 inspiring training manual explains what to say and do, what to avoid, and why interactions go astray. Assessments and examples help you: Create positive first impressions * Speak and write effectively * Listen attentively * Identify needs * Develop trust, establish rapport, and make customers feel valued * Connect with people in person, on the phone, or via email or social media * Confidently handle customer complaints * And more Customer service skills are essential to the success of your company. This popular crash course equips you and your employees to excel in this important role.

Other books that might interest you

  • Collaborating with the Enemy - How to Work with People You Don’t Agree with or Like or Trust - cover

    Collaborating with the Enemy -...

    Adam Kahane

    • 5
    • 27
    • 0
    Collaboration is increasingly difficult and increasingly necessary Often, to get something done that really matters to us, we need to work with people we don't agree with or like or trust. Adam Kahane has faced this challenge many times, working on big issues like democracy and jobs and climate change and on everyday issues in organizations and families. He has learned that our conventional understanding of collaboration—that it requires a harmonious team that agrees on where it's going, how it's going to get there, and who needs to do what—is wrong. Instead, we need a new approach to collaboration that embraces discord, experimentation, and genuine cocreation—which is exactly what Kahane provides in this groundbreaking and timely book.
    Show book
  • Cutting Onions - Leadership Lessons Learned From the Restaurant Industry - cover

    Cutting Onions - Leadership...

    Bobby Shaw

    • 0
    • 1
    • 0
    Cutting Onions shares restaurant executive Bobby Shaw’s journey from starting out as an hourly employee at McDonald’s to becoming a senior executive in the restaurant industry, what he learned along the way, and how it changed the course of his life and countless others. 
    
    The importance of culture is referenced by many leaders trying to build an organization, but it isn’t always reflected in the day-to-day actions of that organization. This leadership guide chronicles the journey of one leader through one of the most challenging and rewarding industries, eventually inspiring hundreds of other leaders along the way to do more than they ever thought possible. Bobby dives into the challenges he overcame and how, along the way, he learned the importance of building a strong culture in which people wanted more for each other than they wanted for themselves. Cutting Onions tells the story of a restaurant that figured it out and tied the results they achieved right back to their culture, represented by the simple, everyday things that, as all leaders learn, are the most important.
    Show book
  • Overcoming Bias - Building Authentic Relationships across Differences - cover

    Overcoming Bias - Building...

    Tiffany Jana, Matthew Freeman

    • 0
    • 3
    • 0
    Control, Conquer, and Prevail! Everybody's biased. The truth is, we all harbor unconscious assumptions that can get in the way of our good intentions and keep us from building authentic relationships with people different from ourselves. Tiffany Jana and Matthew Freeman use vivid stories and fun (yes, fun!) exercises and activities to help us reflect on our personal experiences and uncover how our hidden biases are formed. By becoming more self-aware, we can control knee-jerk reactions, conquer fears of the unknown, and prevail over closed-mindedness. In the end, Jana and Freeman's central message is that you are not the problem—but you can be the solution.
    Show book
  • Instant Communication Skills - How to Improve Communications Skills Instantly! - cover

    Instant Communication Skills -...

    INSTANT Series

    • 0
    • 1
    • 0
    The Instant-Series Presents "Instant Communication Skills"
     
    How to Improve Communications Skills Instantly!
     
    Are you having trouble being heard or problem being misunderstood?
     
    Nowadays, it's more mandatory than ever to have good communication skill!
     
    Do you find it hard to talk to people, or when you do, you don't know exactly what to say and can't get the words out, not speaking very well, causing you frustrations?
     
    If you lack communication skills, you will have a hard time conveying your message, meeting people, and being taken seriously at work, home, and in life.
     
    Don't let the handicap of poor communication skills hold you back in anything.
     
    Within "Instant Communication Skills":
     
    * This one quickest and easiest thing you can do now to improve your communication skills so you can come off more attractive.
     
    * The crucial "think-on-your-feet communication" and how to work on it so to not only communicate better but faster, especially if it's a matter of life or death.
     
    * Best practices of how to be a better communicator so everybody will want to talk to and be around you, and putting them into action.
     
    * What to do in when you're having a conversation in your communication to magnetically build an instant connection, and how to do it.
     
    * Even cover the art of written communication and ways to be more effective at it without doing it wrong.
     
    * Plus, custom practical "how-to" strategies, techniques, applications and exercises to improve your communication skills.
     
    ...and much more.
     
    Become a much more effective communicator now!
    Show book
  • Delight Your Customers - 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary - cover

    Delight Your Customers - 7...

    Steve Curtin

    • 0
    • 1
    • 0
    Great customer service is rare. In fact, one survey found that while 80 percent of companies described themselves as delivering "superior" service, consumers estimated the number at a mere 8 percent. The problem, according to service expert Steve Curtin, is actually quite simple. When asked what their work entails, most employees list the duties and tasks associated with their position. Very few refer to the true essence of their job, which should be their highest priority-to create delighted customers who will be less price sensitive, have higher repurchase rates, and enthusiastically recommend the company or brand to others. Without this customer focus, all that exists is a transaction-and transactional service does not make a lasting positive impression or inspire loyalty. In Delight Your Customers, Curtin reveals three elements common to all exceptional service experiences. He also makes a compelling case that attention needs to shift from monitoring service activities to modeling, recognizing, and reinforcing the behaviors that actually create happy customers, such as expressing genuine interest, offering sincere compliments, sharing unique knowledge, conveying authentic enthusiasm, providing pleasant surprises, and delivering service heroics when needed. Illustrated with real-world stories and examples, this refreshing guide helps readers everywhere take their customer service from ordinary to extraordinary.
    Show book
  • Manifest $10000 - Learn How to Manifest 10000 by Using the Law of Attraction and Improving Your Money Mindset - cover

    Manifest $10000 - Learn How to...

    Cassie Parks

    • 0
    • 3
    • 0
    To someone on the outside it seems like some people just naturally win the lottery – by a stroke of circumstance, they are a money magnet.  
     In reality, even if money was handed to someone on a silver platter, they have to manage to keep it and allow more in. That has more to do with a strong money mindset than with being lucky.  
     After Cassie Parks realized she could change her money beliefs to become one of “those” people who easily make and keep money, she spent years figuring out exactly how to change her money mindset. Now that she has, her money mindset supports money coming into her life easily and sticking around for the party. Parks has spent the last two years teaching other people how to manifest more money into their lives –whether they were entrepreneurs, employees or unemployed. The step-by-step process Parks teaches is the basis of Manifest $10,000.  
     Directions to the intersection of abundance, mindset, ease, and grace is what you will find in Manifest $10,000. Using inspiring stories about people who have manifested more money into their lives, and providing instructions and analysis about why others haven’t been successful in the past, Parks will guide you through the process of learning to manifest $10,000 into your life in the next 90 days – in a way that feels simple and fun.
    Show book