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 * 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.

• The Big Book of Customer Service Training Games (Big Book Series)
• The Customer Rules: The 39 Essential Rules for Delivering Sensational Service
• Powerful Phrases for Effective Customer Service: Over 700 Ready-to-Use Phrases and Scripts That Really Get Results
• Perfect Phrases for Customer Service, Second Edition (Perfect Phrases Series)
• The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service
• Extra Mile: 500 Customer Service Tips for Success: Tools to Attract, Satisfy, & Retain Even the Most Difficult Customer
• Be Our Guest: Perfecting the Art of Customer Service (Disney Institute Book, A)
• A Disability History of the United States (ReVisioning American History)
• Networking for People Who Hate Networking: A Field Guide for Introverts, the Overwhelmed, and the Underconnected
• Customer Service Tip of the Week: Over 52 ideas and reminders to sharpen your skills