Customer Service Training 101

Quick and Easy Techniques That Get Great Results

 Customer Service Training 101

Author: Renee Evenson
Pub Date: October 2010
Print Edition: $22.95
Print ISBN: 9780814416419
Page Count: 224
Format: Paper or Softback
Edition: Second Edition
e-Book ISBN: 9780814416426

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Excerpt

Introduction

We are slowly coming out of the worst recession in more than a generation.

It is estimated that millions of businesses closed their doors.

Numerous others filed for bankruptcy protection. Experts acknowledge

that recovery will be very slow, which means that more businesses are

likely to close their doors.

With consumer confidence and customer loyalty at an all-time low,

providing exceptional customer service is no longer an added benefit; it

is a necessity. Customers who are not satisfied with the way they are treated

are jumping ship and taking their business elsewhere. Customer loyalty

can be your key to restoring consumer confidence, which can keep your

business afloat. Can you afford not to read this book? Think about it this

way: Giving your customers an exceptional experience will bring an

unexpected result: your customers become a marketing tool for your business.

Customers talk. When people hear good things about your business,

they are more likely to do business with you as well.

Whether you are reading this book for the first time or already own

the first edition, this new and improved version is your one-stop shop to

learn and teach how to give exceptional customer service.

In addition to being thoroughly revised and updated throughout, this

edition includes a new chapter:

 Giving When Getting Is Not Expected: Self-Service Contacts explains

how to provide a great customer experience when your customers

least expect it.

Moreover, each chapter has been expanded to include:

 The wrong way/right way to handle contacts.

 Tips and topics for brainstorming discussions.

 A new feature, Business NOT as Usual, that provides ideas

and tips for sustaining your business during tough times.

 A revised Practice Lesson.

 A new feature, Doing It Right!, that highlights a personal story.

 A new feature, How Do I Measure Up?, that asks thought provoking

questions to help you analyze your skill level.

Every component of learning how to interact well with customers is

included:

 Displaying courtesy and respect by making a great first impression,

speaking and acting appropriately, maintaining a positive attitude,

and acting ethically.

 Communicating well by saying what you mean to say, projecting

proper body language, asking and answering questions correctly,

and listening carefully.

 Building strong relationships by establishing a rapport, interacting

positively with customers, identifying needs, and finding the best

solution.

 Handling customers skillfully in face-to-face, telephone, Web site,

and self-service settings.

 Satisfying customers who are upset or difficult.

Customer service training benefits everyone involved. Your customers

will feel valued and appreciated. Your employees will gain more

job satisfaction, take personal responsibility for customers, and have pride

in knowing they are doing their best. You will become more customer

focused and seek out ways to continually improve. Your business will

experience increased efficiency and effectiveness.

Can you afford not to read this book? The answer is simple: Providing

great customer service costs much less, in dollars and sense, than providing

poor service. It costs more to gain new customers than it does to

maintain existing ones. Customers will be more loyal to your business

when you treat them well. This book provides you with the tools to make

the difference with your customers.

Finally, it is always cheaper and faster to do the job right the first

time. Satisfying an unhappy customer costs a lot more, both in dollars and

cents, than satisfying a customer on the first try. Reading this book will

show you how to do that.

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