Your service team may represent the first, last, or only interaction point between your customers and your company. This book presents proven techniques for creating unforgettable customer experiences. It covers every aspect of face-to-face, phone, Internet, and self-service customer relations.
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 aug mented with instructive sidebars, a summary of key points, practice exercises, and so much more.
