Customer Service Training 101: Quick and Easy Techniques That Get Great Results

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.

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3 Responses to Customer Service Training 101: Quick and Easy Techniques That Get Great Results

  1. Happy Customer Services 5 star rating book, excellent material to coach my CSRs as how to be best when it comes to serving the customer who is paying the part of their salaries and part of my salary as well.Good customer services always results in more business, customer retention and potential sales. I used this material to help my customer services agents by using the different scenarios and cases discussed in the book. I highly recommend this.

  2. Valuable Resource As a small business owner concerned with customer service training, this book is the number one tool on my bookshelf.The book offers realistic scenarios and good sense advice. Fun to read, easy to apply! A MUST HAVE book for business owners. Great reference book.[ASIN:0814416411 Customer Service Training 101: Quick and Easy Techniques That Get Great Results]]

  3. Great book I love the way this book is organized – very logical, very orderly. Each chapter really explains one aspect of customer service and gives very practical examples.

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