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.

Customer Service Training 101
Customer Service Training 101

Author: Renee Evenson

Publisher: AMACOM

Published: 2017-12-14

Total Pages: 246

ISBN-13: 081443892X

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This invaluable resource is the training manual you need to give your employees the thorough training, review, and--if necessary--overhaul they need in the vitally important area of customer service. If their interactions with you and your employees were the only things your customers knew about your business, what would they say about it? Would they use descriptions such as “uninformed,” “rude,” “hot-tempered,” “uncaring”? For your customer, nothing else represents your business more than your employees; therefore, nothing is more important than arming them with the knowledge and skills they need to find the best solution for every customer. Using scenarios, guidelines, and practice exercises, Customer Service Training 101 will train them in: Creating positive first impressions Speaking and writing effectively Listening attentively Identifying needs Making customers feel valued Confidently handling customer complaints Your business plan is sound. Your product is needed. Your growth strategies are ground-breaking, but poor customer service can bring it all to a crashing halt. Equip you and your employees with the necessary skills before it’s too late.

Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation
Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation

Author: Robert Bacal

Publisher: McGraw Hill Professional

Published: 2005-01-20

Total Pages: 240

ISBN-13: 0071465111

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Tools for pleasing even the most demanding customers A satisfied customer is a loyal customer, and in today's supercompetitive business economy few things are as crucial to a company's bottom line as the quality of its customer service. This latest title in the popular Perfect Phrases series is just the thing for customer service employees and those who train and manage them. Perfect Phrases for Customer Service gets you quickly up and running with everything you need to keep customers happy and loyal, including: Clear explanations of the reasons for difficult customer behaviors Proven tools and techniques for successfully handling even the most cantankerous customers 101 dialogues and scripts organized according to types of difficult behaviors, usable as is or as part of a training program, and easily tailored to any industry and company culture For more information, visit www.customerservicezone.com

Associate Training Manual
Associate Training Manual

Author: Michael A. Gray M.A.E.D

Publisher: Xlibris Corporation

Published: 2016-12-19

Total Pages: 129

ISBN-13: 1524560545

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Your knowledge of police ethics or lack thereof determines your experience! Every sworn officer knows, or at least should know by now, that they live in a glass jar. Friends, relatives, neighbors, and strangers watch every move that law enforcement officers make both on and off duty. The fact is that the public scrutinizes police officers more than most other professions either because theyre cynical or hope to catch them screwing up or because theyre hopeful and are looking for a good example and a strong leader. In either case, its up to the officer or civil service worker to be above reproach in both his public and private life. The major difference between most sworn officers or civil service workers and extremely successful officers or civil workers is the gap between what they know and what they do. Both groups have about the same knowledge base. Extremely successful officers and civil service works are just better at doing what they should be doing. I worked as a special deputy sheriff early in my young life, and there were times I lost my temper to the point where I wanted to cross ethical boundaries. I wrote this powerful, high-impact workbook to help fellow officers by educating them in police ethics so that they wont become a victim of poor decision-making, placed in the limelight of shame, and made the poster child for law enforcement ethical dilemmas. Using this ethical workbook in your organization will show your employees youre serious about their professional growth and achieving critical ethical goals and objectives. This ethics in law enforcement workbook allows you to train entire police departments for less than the cost of traditional public seminars or other training options. Give your officers and civil service workers the skills, knowledge, and confidence they need to meet tough workplace challenges while on patrol or while working in a civil service position. This workbook will help them realize their full potential and perform at their peak and provide them with the tips and techniques they will need to stay calm and productive in any situation.

Nonverbal Communication
Nonverbal Communication

Author: Jonathan M. Bowman

Publisher: SAGE Publications

Published: 2024-07-09

Total Pages: 283

ISBN-13: 1071877321

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Nonverbal Communication: An Applied Approach, Second Edition teaches students the fundamentals of nonverbal communication in a way that helps them see the connections between the principles they learn and the everyday communication they perform and interpret. Nonverbal Communication: An Applied Approach has taken a narrative style and applied approach that is informed by the important theories and research-driven knowledge of this interdisciplinary area of study. This approach encourages students to understand the relevancy of nonverbal codes right away, instead of waiting until the second half of the course to explore applications. Author Jonathan Bowman also brings in a unique focus on diversity and social justice, demonstrating how nonverbal communication shapes and molds how we interact in a diverse society. The Second Edition includes updated examples, a new Upgrade feature box examining the impact of digital experiences across the course of the lifespan, and updated key terms, guiding and closing questions, citations, photos, and figures.

Associate Training Manual
Associate Training Manual

Author: Michael A. Gray M.A.Ed.

Publisher: Xlibris Corporation

Published: 2015-05-16

Total Pages: 87

ISBN-13: 1503571076

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Your knowledge of police ethics or lack thereof determines your experience! Every sworn officer knows, or at least should know by now, that they live in a glass jar. Friends, relatives, neighbors, and strangers watch every move law enforcement officers make both on and off duty. The fact is that the public scrutinizes police officers more than most other professions, either because theyre cynical or hope to catch them screwing up or because they're hopeful and are looking for a good example and a strong leader. In either case, it's up to the officer or civil service worker to be above reproach in both his public and private life. The major difference between most sworn officers or civil service workers and extremely successful officers or civil workers is the gap between what they know and what they do. Both groups have about the same knowledge base. Extremely successful officers and civil service works are just better at doing what they should be doing. I worked as a special deputy sheriff early in my young life, and there were times I lost my temper to the point where I wanted to cross ethical boundaries. I wrote this powerful, high-impact workbook to help fellow officers by educating them in police ethics so that they wont become a victim of poor decision making, placed in the lime light of shame, and made the poster child for law enforcement ethical dilemmas. Using this ethical workbook in your organization will show your employees youre serious about their professional growth and achieving critical ethical goals and objectives. This ethics in law enforcement workbook allows you to train entire police departments for less than the cost of traditional public seminars or other training options. Give your officers and civil service workers the skills, knowledge, and confidence they need to meet tough workplace challenges while on patrol or while working in a civil service position. This workbook will help them realize their full potential and perform at their peak, provide them with the tips and techniques they will need to stay calm and productive in any situation.

Water Utility Management, 2nd Ed. (M5)
Water Utility Management, 2nd Ed. (M5)

Author: AWWA Staff

Publisher: American Water Works Association

Published: 2011-01-12

Total Pages: 146

ISBN-13: 1613000189

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Annotation Water utility managers are in a challenging profession, and managerial leadership is key to successful utility operations. AWWA Manual M5, Water Utility Management, was developed through the collaborative effort of leaders in the utility profession who have successfully met the challenges of managing a water utility. This practical manual covers management issues such as internal organizational structure of typical water utilities, government relations, safety programs, engineering, public relations, and more. Book jacket.

Customer Service in Health Care
Customer Service in Health Care

Author: Kristin Baird

Publisher: John Wiley & Sons

Published: 2014-07-25

Total Pages: 176

ISBN-13: 111902031X

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Research confirms that it is six times more costly to attract anew customer than it is to retain an existing one. Creating a culture of service excellence requires planning,preparation, and persistence. Customer Service in HealthCare is designed to provide readers with the fundamentalinformation and skills to start or strengthen a customer serviceinitiative within a health care organization. This bookconcentrates on action as opposed to theory. It offers a practical,step-by-step process for creating a culture shift toward customerservice excellence at all levels of an organization, and presentsthe essentials to improving performance that will bring theindividuals closer to the mission, values, and standards. Chapters focus on: Tools for establishing and measuring customer service teamgoals Creating customer service standards unique to yourorganization Tips on training sessions Strategies for maintaining top-of-mind awareness of customerservice among employees Customer service techniques for physicians and nurses An overview of customer service as an essential component ofbusiness development and marketing

Human Resource Management in Health Care
Human Resource Management in Health Care

Author: Charles R. McConnell

Publisher: Jones & Bartlett Learning

Published: 2019-10-10

Total Pages: 403

ISBN-13: 1284155137

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Written for practitioners and students in health-related disciplines, this practical hands-on guide to human resources, covers such topics as recruitment, compensation and benefits, training, termination, legal issues, labor unions, and more. Each chapter is introduced by a case study related to the material that follows. The case study is resolved by the end of each chapter and includes expert commentary and practical suggestions that can be used in the real world. Chapters also feature learning objectives, questions for review and discussion, key terms, and spotlight on customer service. Numerous examples, sample forms and documents are also included. The Third Edition includes new employment related legislation and case law, including the Health Insurance Portability and Accountability Act (HIPAA), a new chapter on the impact and effect of social media, more in depth and updated treatment of privacy and sexual harassment, expanded discussion of succession planning, and much more.

Service Quality in Leisure, Events, Tourism and Sport, 2nd Edition
Service Quality in Leisure, Events, Tourism and Sport, 2nd Edition

Author: John Buswell

Publisher: CABI

Published: 2016-12-20

Total Pages: 324

ISBN-13: 1780645449

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Service quality is at the forefront of how the leisure, events, tourism and sport (LETS) sectors operate. An important consideration for any business, and therefore any student of the subject, this new edition of a successful textbook addresses the key points and principles of managing service quality across the industry sector. Considering the underpinning theory of service quality, this book informs the reader of the practical application of service quality management tools and techniques in an industry with distinctive features and challenges. An invaluable read for students within the LETS sectors, it also provides a useful refresher for practitioners working in the industry.