Customer Service Training 101
Customer Service Training 101

Author: Renee Evenson

Publisher: AMACOM Div American Mgmt Assn

Published: 2011

Total Pages: 239

ISBN-13: 0814416411

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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 ofCustomer 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 Compassionate Geek
The Compassionate Geek

Author: Don R. Crawley

Publisher: Soundtraining Net

Published: 2011-05-05

Total Pages: 164

ISBN-13: 9780983660705

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Note: There is a newer version of this book available. Please look up ISBN 978-0983660736. A real-world, plain-language how-to guide for delivering amazing customer service to end-users. Now in its second edition, The Compassionate Geek was written by tech people for tech people. There are no frills, just best practices and ideas that actually work! Filled with practical tips, best practices, and real-world techniques, The Compassionate Geek is a quick read with equally fast results. Here's what you'll find: Best practices for communicating with email, including examples The four intrinsic qualities of great service providers Best practices for communicating using chat and texting Ten tips for being a good listener Two practical ways to keep your emotions in check A flow chart for handling user calls What to do when the user is wrong How to work with the different generations in the workplace All of the information is presented in a straightforward style that you can understand and use right away. There's nothing "foo-foo," just down-to-earth tips and best practices learned from years of working with IT pros and end-users.

Customer Service 101
Customer Service 101

Author: Renee Evenson

Publisher: Bull'sEye Publishing

Published: 1997

Total Pages: 0

ISBN-13: 9781890181000

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"Modern philosophies to improve your relationships with your customers (and everyone else), in any situation."--Cover

Award-winning Customer Service
Award-winning Customer Service

Author: Renee Evenson

Publisher: Amacom

Published: 2007

Total Pages: 0

ISBN-13: 9780814474549

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"Award-Winning Customer Service" offers scores of quick tips for readers looking to improve and then maintain their company's level of customer service. The book is filled with practical advice on planning and goal-setting, effective communication, leadership, and other topics.

Customer Service Management Training 101
Customer Service Management Training 101

Author: Renee Evenson

Publisher: AMACOM Div American Mgmt Assn

Published: 2011

Total Pages: 225

ISBN-13: 0814417159

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Becoming a great customer service manager requires a mastery of skills beyond those needed by frontline employees. Filled with the same accessible, step-by-step guidance as Customer Service Training 101, this user-friendly book shows readers how to develop the skills they need to communicate, lead, train, motivate, and manage those employees responsible for customer satisfaction. Designed for new managers and veterans alike, Customer Service Management Training 101 covers essential topics, including: Planning and goal setting * Time management * Team development * Conflict resolution * Providing feedback * Monitoring performance * Conducting meetings * Managing challenges * Listening * Verbal, nonverbal, and written communication. Readers will learn to identify their personal management style, develop core leadership qualities, and efficiently focus on their own development as managers. Packed with checklists, "real world" practice lessons, and examples of the right and wrong ways to do things, this is the one book every customer service manager needs to thrive.

Who's Your Gladys?
Who's Your Gladys?

Author: Marilyn SUTTLE

Publisher: AMACOM Div American Mgmt Assn

Published: 2009-09-09

Total Pages: 242

ISBN-13: 0814414419

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Every customer-oriented business has its own Gladys—someone who demands more than most companies are able or willing to give, one who pushes front-line service representatives’ buttons, one who requires a higher degree of skill to manage. One who—let’s just say it—can be difficult. Yet how is it that some businesses prove able not only to satisfy their “Gladys”, but turn her into one of their most loyal, utterly pleased customers? Filled with inspiring real-life case studies, Who’s Your Gladys? reveals how large and small companies from a variety of industries avoid creating difficult customers in the first place. Readers will discover how they can: • Create a culture that values compassionate connection with their customers • Use creative problem solving and emotional management skills to turn challenging situations into opportunities to strengthen relationships • Form strong bonds by paying close attention to people’s needs • Customize service to different market segments • Cement unbreakable customer relationships with absolutely anyone.

Powerful Phrases for Effective Customer Service
Powerful Phrases for Effective Customer Service

Author: Renee Evenson

Publisher: AMACOM Div American Mgmt Assn

Published: 2012

Total Pages: 306

ISBN-13: 081442032X

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Let's face it, dealing with customers isn't easy. They aren't always right--or even pleasant. But experienced business author Renée Evenson ensures you always have the right words to defuse tense interactions. In Powerful Phrases for Effective Customer Service, she covers thirty challenging customer behaviors and twenty common employee-caused negative encounters to teach readers how to assess circumstances, choose one of many appropriate responses, and confidently and consistently deliver customer satisfaction. Helpful sample scenarios and tangible instructions bring the phrases to life, while detailed explanations bolster your confidence so that you'll have the right words as tools at your disposal and the skills to take action and deliver those words effectively. Practical and insightful, Powerful Phrases for Effective Customer Service ensures you'll never again be at a loss for what to say to customers. By incorporating language that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation, you'll not only be capable of overcoming obstacles--you'll strengthen all facets of your customer service.

The Amazement Revolution
The Amazement Revolution

Author: Shep Hyken

Publisher: Greenleaf Book Group

Published: 2011

Total Pages: 204

ISBN-13: 1608321061

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What is the amazement revolution? It is the culture that can drive any organisation -- from one employee to tens of thousands -- to focus completely on delivering an amazing customer-service experience. In this sequel to the Wall Street Journal best-selling book "The Cult of the Customer", Shep Hyken shares seven powerful strategies that any organisation can implement to create greater customer and employee loyalty. In a tough, competitive, and price-sensitive economy, customer service is one of the most essential tools to separate your business from the competition. These strategies work, as evidenced by the more than seventy case studies and examples that Hyken shares throughout the book. These examples provide dozens of lessons that can and should be implemented immediately. Corporate and industry clients from all over the world have tapped into the expertise of Shep Hyken. His client list is a who's who in the business world. As an author and speaker, Hyken is known for his simple and direct strategies that help his clients build successful, customer-focused organisations.

50 Activities for Achieving Excellent Customer Service
50 Activities for Achieving Excellent Customer Service

Author: Darryl S. Doane

Publisher: Human Resource Development

Published: 2003

Total Pages: 274

ISBN-13: 9780874257373

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Increase the creativity and skill level of customer service representatives, demonstrate what excellent customer service is, provide insights and practice to improve customer service, develop your own organization's bank of customer service learning situations.

Great Hotel Service
Great Hotel Service

Author: Orkun Avkan

Publisher: Independently Published

Published: 2019-06-30

Total Pages: 214

ISBN-13: 9781077139947

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Great Hotel Service outlines proven principles and processes for helping your hotel focus on satisfying your customers. Orkun Avkan's book provides tips and rules in a variety of service topics. One hundred one practical ways in the book will not only motivate you but create a culture to solve problems proactively and deliver exceptional customer service.