Customer Service Training 101: Quick and Easy Techniques That Get Great Results |
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| Title: | Customer Service Training 101: Quick and Easy Techniques That Get Great Results |
| Author: | Renee Evenson |
| Publisher: | AMACOM |
| Type: | Book / Paperback |
| Publication Date: | 02 September, 2005 |
| ISBN / ISBN-13: | 0814472907 / 9780814472903 |
| List Price: | $21.95 |
| You Save: | $7.02 |
| Amazon Price: | $14.93 |
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This book is also available, brand-new, from 3rd-party marketplace sellers at Amazon.com, from $10.92.
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Editorial Review / Publisher's Information:
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.
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Customer Reviews:
• Gabsters Comments
10 March, 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.
- Amazon Customer Review
• Useful Guidance - And Not Just For Trainers!
05 December, 2008
The importance of properly training your people to enable them to provide excellent customer service cannot be understated. How many of us have received poor customer service as a result of someone clearly not knowing what to do? This book provides some useful techniques and it is not limited to those who are actually training in the area. My only caution is that whilst you can make some "quick and easy" improvements when training customer service people, to achieve an on-going level of exceptional customer service requires a longer term commitment. That being said any improvement is a good improvement and this book can help.
Simon Hazeldine
Bestselling author of "Bare Knuckle Customer Service", "Bare Knuckle Selling" and "Bare Knuckle Negotiating"
- Amazon Customer Review
• Customer Service Traing 101
18 November, 2009
Thank-you Book is in new condition,just what I was looking for. Mailing was on time. Thx
- Amazon Customer Review
• Customer Service Training 101
07 August, 2009
I ordered this book as a training tool for work. It is just what I needed.
Thanks
- Amazon Customer Review
• Your Service Amazon.com
23 January, 2010
I was surprized when I wanted to order 5 books and you would only sell 3. It did work out well. I went to Sams Club and found the book. It was a couple $$ higher than your price per book. But there was no shipping fee. With your shipping fee it made your price per book higher than Sams Club price. Thank you for getting me out to shop around.
Don Terry
- Amazon Customer Review
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