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Customer Service Training 101

Quick and Easy Techniques That Get Great Results

Customer Service Training 101 by Renee Evenson
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If the true face of any organization is its customer service people, then nothing is more important than the training of these crucial employees. Customer Service Training 101 is a comprehensive yet easy to read and easy to implement guide that helps you prepare front-line employees for any situation.

Filled with step-by-step, interactive lessons that can be adapted for any business and for learners of any experience level, Customer Service Training 101 gives you proven, practical techniques for addressing important customer service topics, enabling your employees to:

* Project a positive attitude and make a great first impression
* Communicate effectively, both verbally and nonverbally
* Develop trust, establish rapport, and make customers feel valued
* Confidently handle "difficult" customers and situations
* Interact effectively face-to-face, and via telephone and e-mail

Whether you're running a traditional training program or working a training component into your daily routine, you'll be able to quickly and easily tailor the material for your specific needs. The book allows you to instill a sense of pride, caring, teamwork, and cooperation into any service operation, while increasing overall productivity, efficiency, and effectiveness. The lessons allow you to get trainees involved by personalizing specific customer scenarios, while handy discussion topics can be used for follow-up sessions. Each chapter includes helpful, illustrative anecdotes and a listing of key points. And a bonus section provides useful tips for making the most of training sessions.

Customer Service Training 101 saves you the time of creating your own comprehensive training program, and enables you to provide the kind of fun and effective training that results in knowledgeable and confident employees. Packed with powerful, proven tools, ideas, and techniques, this inspiring training guide will pave the way to outstanding customer service.
AMACOM; July 2005
222 pages; ISBN 9780814429044
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Title: Customer Service Training 101
Author: Renee Evenson