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Customer Service Training 101: Quick and Easy Techniques That Get Great Results | 
 enlarge | Author: Renee Evenson
Publisher: AMACOM
Category: Book
List Price: $21.95
Buy Used: $8.63
You Save: $13.32 (61%)
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Avg. Customer Rating:  9 reviews
Sales Rank: 35188
Media: Paperback
Edition: 1
Number Of Items: 1
Pages: 224
Shipping Weight (lbs): 0.8
Dimensions (in): 9.1 x 7.2 x 0.7
ISBN: 0814472907
Dewey Decimal Number: 658.812
EAN: 9780814472903
ASIN: 0814472907
Publication Date: September 2, 2005
Availability: Usually ships in 1-2 business days
Shipping: Expedited shipping available
Shipping: International shipping available
Condition: Ships immediately! Great Shape! 1st Edition. 2005 Paperback.
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Product Description
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 offers an easy-to-implement approach for busy managers and trainers seeking to motivate their people and equip them with the tools they need to excel in this essential role. Featuring interactive lessons that can be adapted for any type of business and for any type of trainee, this ready-to-use guide addresses important customer service areas including: * making a good first impression * projecting a positive attitude * communicating effectively through verbal, nonverbal, and listening skills * developing trust, establishing rapport, and making customers feel valued * confidently handling "difficult" customers and situations * interacting effectively face-to-face, and via telephone and e-mail The professionalism and enthusiasm of frontline employees reflect directly on the company they represent. Packed with powerful, proven ideas, this inspiring, comprehensive training manual will pave the way to superior customer service.
Book Description
"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."
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| Customer Reviews: Read 4 more reviews...
 gabsters comments March 10, 2008
This is a quick easy to read book. I was able to implement some of the games into a Customer Service presentation and the class really enjoyed the games. I highly recommend the book.
 good info for the novice January 7, 2008
I found the book very interesting. This is a good book for someone first going into Customer Service
 Very basic October 22, 2007
This book is very basic, providing very simple ideas regarding customer service. It has good topics, but the actual training materials are fairly boring and unengaging. In general, I would use it only for retail type business applications, and then only as a guide, not as your main resource.
Great Primer February 15, 2007
2 out of 2 found this review helpful
I am new to the Customer Service arena and I found this book to be very useful. The information goes beyond the common sense approach to customer service (treat people the way you want to be treated).
It is a training manual for those who what to learn about cusomer service or to use to teach others customer service. It also includes checklists and worksheets you can use to train customer service.
It is easy to read and very interesting, meaning it wasn't written like a text book.
As I said, I am new to customer service and I found the book very helpful to me. This was my first customer service book I read, and I have since read a couple more books and they essentially say the same things as Customer Service Training 101.
I have been recommending this book to others as a good customer service primer.
Customer Satisfaction September 16, 2005
8 out of 8 found this review helpful
Renee Evenson's first two books ("Customer Service 101: Basic Lessons To Be Your Best" and "Customer Service 201: Managing Your People To Be Their Best")were invaluable in training our information desk staff how to meet and greet the public. The two books contain a wealth of practical, good-sense suggestions and information about how to provide exceptional customer service.
"Customer Service Training 101" covers much of the same ground, but is presented in a format that enables a trainer to effectively and efficiently teach employees the customer care concepts necessary to "get great results." Evenson covers everything from communication and ethical issues to relationship building, difficult customer contacts, and e-commerce.
"Customer Service Training 101" is the best and most thorough publication on the subject of customer care that I've encountered to-date. The book is packed with valuable information. In each chapter, Evenson includes general information on the topic at hand, presents a brief scenario of a situation not handled well, outlines the key points covered in the chapter and explains each point in depth, step-by-step. She follows that up with a scenario where the situation is handled correctly, a summary of key points and steps, an interactive training lesson, and excellent "quick quotations for memory joggers." Tips and topics for group brainstorming sessions are also included.
The book is well-written, thorough, and easy to understand. If you've been searching for the definitive work on customer service, search no more. This is it!
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