Customer Service Training 101 PDF Download
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| Author | : Renee Evenson |
| Publisher | : AMACOM Div American Mgmt Assn |
| Total Pages | : 239 |
| Release | : 2011 |
| Genre | : Business & Economics |
| ISBN | : 0814416411 |
Download Customer Service Training 101 Book in PDF, ePub and Kindle
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 ofCustomer 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.
| Author | : Renee Evenson |
| Publisher | : AMACOM |
| Total Pages | : 246 |
| Release | : 2017-12-14 |
| Genre | : Business & Economics |
| ISBN | : 081443892X |
Download Customer Service Training 101 Book in PDF, ePub and Kindle
This invaluable resource 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. 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, nothing is more important than arming them with the knowledge and skills they need to find the best solution for every customer. Using scenarios, guidelines, and practice exercises, Customer Service Training 101 will train them in: Creating positive first impressions Speaking and writing effectively Listening attentively Identifying needs Making customers feel valued Confidently handling customer complaints Your 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.
| Author | : Renee Evenson |
| Publisher | : AMACOM Div American Mgmt Assn |
| Total Pages | : 225 |
| Release | : 2011 |
| Genre | : Business & Economics |
| ISBN | : 0814417159 |
Download Customer Service Management Training 101 Book in PDF, ePub and Kindle
Becoming a great customer service manager requires a mastery of skills beyond those needed by frontline employees. Filled with the same accessible, step-by-step guidance as Customer Service Training 101, this user-friendly book shows readers how to develop the skills they need to communicate, lead, train, motivate, and manage those employees responsible for customer satisfaction. Designed for new managers and veterans alike, Customer Service Management Training 101 covers essential topics, including: Planning and goal setting * Time management * Team development * Conflict resolution * Providing feedback * Monitoring performance * Conducting meetings * Managing challenges * Listening * Verbal, nonverbal, and written communication. Readers will learn to identify their personal management style, develop core leadership qualities, and efficiently focus on their own development as managers. Packed with checklists, "real world" practice lessons, and examples of the right and wrong ways to do things, this is the one book every customer service manager needs to thrive.
| Author | : Don R. Crawley |
| Publisher | : Soundtraining Net |
| Total Pages | : 164 |
| Release | : 2011-05-05 |
| Genre | : Computer industry |
| ISBN | : 9780983660705 |
Download The Compassionate Geek Book in PDF, ePub and Kindle
Note: There is a newer version of this book available. Please look up ISBN 978-0983660736. A real-world, plain-language how-to guide for delivering amazing customer service to end-users. Now in its second edition, The Compassionate Geek was written by tech people for tech people. There are no frills, just best practices and ideas that actually work! Filled with practical tips, best practices, and real-world techniques, The Compassionate Geek is a quick read with equally fast results. Here's what you'll find: Best practices for communicating with email, including examples The four intrinsic qualities of great service providers Best practices for communicating using chat and texting Ten tips for being a good listener Two practical ways to keep your emotions in check A flow chart for handling user calls What to do when the user is wrong How to work with the different generations in the workplace All of the information is presented in a straightforward style that you can understand and use right away. There's nothing "foo-foo," just down-to-earth tips and best practices learned from years of working with IT pros and end-users.
| Author | : Renée Evenson |
| Publisher | : HarperChristian + ORM |
| Total Pages | : 303 |
| Release | : 2012-09-12 |
| Genre | : Business & Economics |
| ISBN | : 0814420338 |
Download Powerful Phrases for Effective Customer Service Book in PDF, ePub and Kindle
Dealing with customers isn't easy, they aren't always right or even pleasant. Business author Renée Evenson ensures you’ll always have the right words to defuse tense interactions. Practical and insightful, this book ensures you’ll never again be at a loss for what to say to customers. In Powerful Phrases for Effective Customer Service, she covers 30 challenging customer behaviors and 20 common employee-caused negative encounters to teach you: how to assess circumstances, choose one of many appropriate responses, and confidently and consistently deliver customer satisfaction. Helpful sample scenarios and tangible instructions bring the phrases to life, while detailed explanations bolster your confidence so that you’ll have the right words as tools at your disposal and the skills to deliver those words effectively. By incorporating language that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation, you’ll not only be capable of overcoming obstacles--you’ll strengthen all facets of your customer service.
| Author | : Sally Stewart |
| Publisher | : John Wiley & Sons |
| Total Pages | : 262 |
| Release | : 2003-09-29 |
| Genre | : Business & Economics |
| ISBN | : 9780471271550 |
Download Media Training 101 Book in PDF, ePub and Kindle
Written by a seasoned journalist and public relations professional, Media Training 101 is your essential guide to handling the news media. A former USA Today reporter and consultant to major companies, Sally Stewart leads you through every step in developing a communications blueprint and a strategic public relations plan to support it. She shows you how to communicate effectively with the media in any given circumstance and how to control the way your company is portrayed in the media. Each chapter includes vignettes, anecdotes, and real-life case studies that help you know what to expect.
| Author | : Renee Evenson |
| Publisher | : Amacom |
| Total Pages | : 0 |
| Release | : 2007 |
| Genre | : Business & Economics |
| ISBN | : 9780814474549 |
Download Award-winning Customer Service Book in PDF, ePub and Kindle
"Award-Winning Customer Service" offers scores of quick tips for readers looking to improve and then maintain their company's level of customer service. The book is filled with practical advice on planning and goal-setting, effective communication, leadership, and other topics.
| Author | : Peggy Carlaw |
| Publisher | : McGraw Hill Professional |
| Total Pages | : 226 |
| Release | : 1998-09-22 |
| Genre | : Business & Economics |
| ISBN | : 0071501827 |
Download The Big Book of Customer Service Training Games Book in PDF, ePub and Kindle
Help your employees to excel in dealing with the public with this stimulating, fun-filled collection of customer service training games. Designed not only to teach important skills but also to spark enthusiasm and a high level of involvement in the participants, these games utilize entertaining and instructive techniques such as role-playing, charades, brainstorming, and debate. As a result of these exercises, employees will learn how to create a rapport with the customer, how to focus on the unique needs of individual customers, how to maintain a positive attitude, and more.
| Author | : Kaliym A. Islam |
| Publisher | : John Wiley & Sons |
| Total Pages | : 226 |
| Release | : 2007-07-13 |
| Genre | : Business & Economics |
| ISBN | : 078799765X |
Download Podcasting 101 for Training and Development Book in PDF, ePub and Kindle
Podcasting 101 for Training and Development Podcasting can help you revolutionize the way you deliver training. This groundbreaking book provides an innovative approach to designing and developing podcasts that can improve employees' productivity by providing them with easy-to-access up-to-date information. The book is designed to help you to decide if podcasting is the right solution for the business challenge that your organization is facing, and then guide you to make the right decisions in selecting the software and hardware that you will use to create your podcasts. Podcasting 101 for Training and Development includes critical information about the legal issues surrounding podcast development, contains an approach to developing podcasts that will ensure that your podcasts make a positive business impact, and teaches you how to plan, record, edit, and publish a training podcast. "Timely and relevant, Podcasting 101 for Training and Development is required reading for anyone interested in realistic cost-effective strategies for delivering rapidly changing content to an increasingly mobile-enabled workforce. Kaliym strikes a perfect balance between visionary thinking and practical application." --Tai Goodwin, principal lead, Learning Media "This book introduces not only a great media, but a great approach for developing and deploying podcasts in a training environment. Podcasting 101 for Training and Development is a must read for any training manager who must deploy frequently changing training programs to a distributed workforce." --Herman C. Thomas, deputy director for technical training, New York City Housing Authority
| Author | : Darryl S. Doane |
| Publisher | : Human Resource Development |
| Total Pages | : 274 |
| Release | : 2003 |
| Genre | : Customer services |
| ISBN | : 9780874257373 |
Download 50 Activities for Achieving Excellent Customer Service Book in PDF, ePub and Kindle
Increase the creativity and skill level of customer service representatives, demonstrate what excellent customer service is, provide insights and practice to improve customer service, develop your own organization's bank of customer service learning situations.
