Download or read book Customer Service Training 101 written by Renee Evenson and published by AMACOM Div American Mgmt Assn. This book was released on 2011 with total page 239 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book The Compassionate Geek written by Don R. Crawley and published by Soundtraining Net. This book was released on 2011-05-05 with total page 164 pages. Available in PDF, EPUB and Kindle. Book excerpt: Note: There is a newer version of this book available.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.
Download or read book Customer Service 101 written by Renee Evenson and published by Bull'sEye Publishing. This book was released on 1997 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Modern philosophies to improve your relationships with your customers (and everyone else), in any situation."--Cover
Download or read book Award winning Customer Service written by Renee Evenson and published by Amacom. This book was released on 2007 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: "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.
Download or read book Customer Service Management Training 101 written by Renee Evenson and published by AMACOM Div American Mgmt Assn. This book was released on 2011 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Customer Service Training 101 written by Renee Evenson and published by AMACOM. This book was released on 2017-12-14 with total page 246 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Powerful Phrases for Effective Customer Service written by Renée Evenson and published by HarperChristian + ORM. This book was released on 2012-09-12 with total page 303 pages. Available in PDF, EPUB and Kindle. Book excerpt: Dealing with customers isn't easy, they aren't always right or even pleasant. Business author Renée Evenson ensures you’ll always have the right words to defuse tense interactions. Practical and insightful, this book ensures you’ll never again be at a loss for what to say to customers. In Powerful Phrases for Effective Customer Service, she covers 30 challenging customer behaviors and 20 common employee-caused negative encounters to teach you: 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 deliver those words effectively. 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.
Download or read book Who s Your Gladys written by Marilyn SUTTLE and published by AMACOM Div American Mgmt Assn. This book was released on 2009-09-09 with total page 242 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book The Amazement Revolution written by Shep Hyken and published by Greenleaf Book Group. This book was released on 2011 with total page 204 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Customer Service 101 written by Innoware Pjp and published by Independently Published. This book was released on 2023-06-12 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Service 101: Delivering Exceptional Experiences The goal of customer service is to create happy, satisfied customers who will continue to do business with a company and recommend it to others. Good customer service involves creating a positive customer experience at every interaction, whether it's in person, on the phone, or online. The book covers the following: Chapter 1: Introduction to Customer Service The importance of exceptional customer service Evolution of customer service in the digital age Understanding customer expectations in Customer Service Benefits of delivering exceptional customer experiences in Customer Service Key principles for providing exceptional customer service Chapter 2: Building a Customer-Centric Culture Developing a customer-centric mindset in Customer Service Aligning organizational goals with customer needs Creating a customer-focused mission and values Empowering employees to deliver exceptional service Encouraging continuous improvement and learning in Customer Service Chapter 3: Effective Communication Skills in Customer Service Importance of effective communication in customer service Active listening techniques in Customer Service Verbal and non-verbal communication skills in Customer Service Overcoming language and cultural barriers in Customer Service Written communication best practices (emails, chat, social media) in Customer Service Chapter 4: Understanding Customer Needs for Customer Service Gathering customer feedback and insights for Customer Service Conducting customer surveys and interviews for Customer Service Analyzing customer data to identify trends and patterns for Customer Service Identifying unmet customer needs for Customer Service Anticipating and exceeding customer expectations for Customer Service Chapter 5: Resolving Customer Complaints and Issues Importance of effective complaint handling Active problem-solving techniques for complaint handling Empathy and emotional intelligence in resolving conflicts in complaint handling Dealing with difficult or irate customers in complaint handling Turning complaints into opportunities for improvement Chapter 6: Creating Personalized Customer Experiences in customer service Importance of personalization in customer service Collecting and utilizing customer data for personalization in customer service Customizing products and services to meet individual needs Tailoring communication and interactions to customers Building long-term relationships through personalization in customer service Chapter 7: Empowering and Motivating Customer Service Teams Importance of a motivated customer service team Fostering a positive work environment in customer service Providing ongoing training and development in customer service Recognizing and rewarding exceptional performance in customer service Empowering employees to make decisions and solve problems in customer service Chapter 8: Embracing Technology for Customer Service Role of technology in enhancing customer service Utilizing customer relationship management (CRM) systems for customer service Implementing chatbots and virtual assistants for customer service Leveraging social media for customer support Using analytics and data-driven insights for customer service improvements Chapter 9: Creating Seamless Omnichannel Experiences for customer service Chapter 10: Going the Extra Mile: WOW Customer Service Chapter 11: Measuring and Monitoring Customer Service Performance Chapter 12: Sustaining a Culture of Exceptional Customer Service
Download or read book Great Hotel Service written by Orkun Avkan and published by Independently Published. This book was released on 2019-06-30 with total page 214 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book 50 Activities for Achieving Excellent Customer Service written by Darryl S. Doane and published by Human Resource Development. This book was released on 2003 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Award Winning Customer Service written by Renee Evenson and published by AMACOM. This book was released on 2007-08-29 with total page 262 pages. Available in PDF, EPUB and Kindle. Book excerpt: Delivering top-of-the-line customer service is Job #1 for most companies, an important factor in keeping profits high and customers coming back. Customer service problems can damage not just a company’s reputation but its bottom line, so for busy managers -- and business owners with little time to search for solutions -- some fast help is needed. 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 chock full of practical advice on important topics such as: * planning and goal setting * effective communication * leadership * preparing for change * continual learning * coaching and development * effective feedback * motivational and problem-solving meetings * conflict resolution * follow-up and staying on top of the game * and more. Containing 101 effective tips in all, unique "When this happens, try this" sections, and encouraging quotes, this is an essential reference for anyone who needs guidance or just a refresher on making customers feel truly valued.
Download or read book 101 Activities for Delivering Knock Your Socks Off Service written by Performance Research Associates and published by AMACOM Div American Mgmt Assn. This book was released on 2009-06-17 with total page 382 pages. Available in PDF, EPUB and Kindle. Book excerpt: Today’s customers are demanding service that is faster, better, and more personalized than ever before. How can organizations ensure that they are prepared to meet that challenge? The latest addition to the best-selling Knock Your Socks Off Service® series, 101 Activities for Delivering Knock Your Socks Off Service provides readers with the practical tools and cost-effective training required to help meet their customers’ needs. Taking the unique position of seeing things from the customer’s perspective, this collection of fun and enlightening exercises teaches customer service managers and employees valuable ways to help their organizations provide world-class service, and helps them create an action plan for improvement. Written in the same accessible and humorous style that made Delivering Knock Your Socks Off Service so popular, this companion guide covers such topics as: • how to say no • empathy vs. sympathy • service recovery • listening • email • telephone skills • customers from hell • winning words and soothing phrases • anticipting customer needs • building reliability • customer feedback • keeping a stress log • and more These simple but effective activities take only minutes, but deliver truly powerful, lasting results.
Download or read book 101 Ways to Improve Customer Service written by Lorraine L. Ukens and published by John Wiley & Sons. This book was released on 2007-07-13 with total page 397 pages. Available in PDF, EPUB and Kindle. Book excerpt: 101 Ways to Improve Customer Service provides a variety of training and development interventions that can be put to use right now with frontline service employees. Your customer service representatives directly influence the perception that customers have of your products and services and ultimately your company. It is vital that your employees develop service strategies to create a positive image, communicate effectively, and build customer rapport to support the underlying values and beliefs of your organization.
Download or read book The Service Edge written by Ron Zemke and published by Plume Books. This book was released on 1990 with total page 612 pages. Available in PDF, EPUB and Kindle. Book excerpt: Ron Zemke is one of today's most sought-after maangement consultants, The Service Edge is required reading for every executive and manager interested in reaping the benefits of customer care--and in getting one-up on the competition.
Download or read book The World of Customer Service written by Pattie Odgers and published by South Western Educational Publishing. This book was released on 2004 with total page 244 pages. Available in PDF, EPUB and Kindle. Book excerpt: With global markets more crowded than ever, it is a major challenge for organizations to attract and retain customers due to the competition they are faced with. This text is designed to teach exemplary customer service thinking in public or private, domestic or international organizations and is written in a practical, common sense manner reflecting current customer service concepts and hints.
