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

by Renee Evenson

On Sale: 13/05/2019


About the Book

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.

Product Details

  • ISBN: 9780814416419
  • ISBN 10: 0814416411
  • Imprint: AMACOM - US
  • On Sale: 13/05/2019
  • Pages: 224
  • List Price: 39.99 AUD
  • BISAC1: BUSINESS & ECONOMICS / Customer Relations


REN'E EVENSON is a small-business consultant specializing in workplace communication and conflict resolution strategies. She is the author of several books, including Powerful Phrases for Effective Customer Service and Customer Service Training 101.

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