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The Resource Customer service training 101 : quick and easy techniques that get great results, Renée Evenson

Customer service training 101 : quick and easy techniques that get great results, Renée Evenson

Label
Customer service training 101 : quick and easy techniques that get great results
Title
Customer service training 101
Title remainder
quick and easy techniques that get great results
Statement of responsibility
Renée Evenson
Title variation
  • Customer service hundred and one
  • Customer service one hundred and one
Creator
Author
Subject
Language
eng
Summary
Employees aren't just the front line of any business. To customers, they are the business. Nothing is more important than arming these essential employees with the knowledge they need to find the best solution for each and every customer. Whether you're a manager, owner, or employee, Customer Service Training 101 gets you up to speed fast. The completely revised and updated third edition addresses every aspect of face-to-face, phone, online, social media, and self-service interactions. Using scenarios, guidelines, and practice exercises, this inspiring training manual explains what to say and do, what to avoid, and why interactions go astray. Assessments and examples help you: Create positive first impressions - Speak and write effectively - Listen attentively - Identify needs - Develop trust, establish rapport, and make customers feel valued - Connect with people in person, on the phone, or via email or social media - Confidently handle customer complaints - And more. Customer service skills are essential to the success of your company. This popular crash course equips you and your employees to excel in this important role
Cataloging source
DLC
http://library.link/vocab/creatorDate
1951-
http://library.link/vocab/creatorName
Evenson, Renee
Dewey number
658.3/1245
Index
index present
Literary form
non fiction
http://library.link/vocab/subjectName
  • Customer services
  • Customer relations
  • Employees
Target audience
adult
Label
Customer service training 101 : quick and easy techniques that get great results, Renée Evenson
Instantiates
Publication
Copyright
Note
Includes index
Carrier category
volume
Carrier category code
  • nc
Carrier MARC source
rdacarrier.
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent.
Contents
Part 1. Putting your best face forward. Your first steps can make a huge stride : the basics -- Tossing the ball back and forth : effective communication -- Jumping in with both feet : relationship building -- Part 2. Putting your customers first. Seeing eye to eye : face-to-face contacts -- Saying it with a smile : telephone contacts -- Keeping up with the times : online and social media customer service -- Giving when getting is not expected : self-service contacts -- Calming the storm : customer complaint contacts -- Part 3. Putting it all together. Hitting the ground running : ready, set, go -- Being the best you can be: the total package
Control code
51415768
Dimensions
24 cm.
Edition
Third edition.
Extent
vii, 228 pages
Isbn
9780814438916
Isbn Type
(paperback)
Lccn
2017015093
Media category
unmediated
Media MARC source
rdamedia.
Media type code
  • n
System control number
  • (Sirsi) 51415768
  • (Sirsi) 51415768
Label
Customer service training 101 : quick and easy techniques that get great results, Renée Evenson
Publication
Copyright
Note
Includes index
Carrier category
volume
Carrier category code
  • nc
Carrier MARC source
rdacarrier.
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent.
Contents
Part 1. Putting your best face forward. Your first steps can make a huge stride : the basics -- Tossing the ball back and forth : effective communication -- Jumping in with both feet : relationship building -- Part 2. Putting your customers first. Seeing eye to eye : face-to-face contacts -- Saying it with a smile : telephone contacts -- Keeping up with the times : online and social media customer service -- Giving when getting is not expected : self-service contacts -- Calming the storm : customer complaint contacts -- Part 3. Putting it all together. Hitting the ground running : ready, set, go -- Being the best you can be: the total package
Control code
51415768
Dimensions
24 cm.
Edition
Third edition.
Extent
vii, 228 pages
Isbn
9780814438916
Isbn Type
(paperback)
Lccn
2017015093
Media category
unmediated
Media MARC source
rdamedia.
Media type code
  • n
System control number
  • (Sirsi) 51415768
  • (Sirsi) 51415768

Library Locations

    • Ruth Faulkner Public Library - City of BelmontBorrow it
      215 Wright Street, Cloverdale, 6105, AU
      -31.96206 115.93403
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