Customer Service Training 101 (quick And Easy Techniques That Get Great Results)

By (author) Evenson Renee
Short description/annotation
Don’t let your customer interactions go astray. Develop the customer service skills necessary for the success of your company.
Description
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, for you nothing should be more important than arming these essential employees with the knowledge and skills they need to find the best solution for each and every customer.Whether you''re a manager, owner, or employee, Customer Service Training 101 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. 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 all-encompassing resource will train them in:• Creating positive first impressions• Speaking and writing effectively• Listening attentively• Identifying needs• Making customers feel valued• Confidently handling customer complaints• And moreYour 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.
Table of contents

Acknowledgments vii

Introduction 1

Tips for the Trainer 5

Tips for the Student 13

PART I: PUTTING YOUR BEST FACE FORWARD

Chapter 1 Your First Steps Can Make a Huge Stride: The Basics 19

Customer Service Is the Basics 20

Step 1: First Impressions Matter 23

Step 2: Courtesy Counts 26

Step 3: Attitude Is Everything 29

Step 4: Doing the Right Thing: Ethical Issues 32

Key Points 37, Practice Lesson 38, Doing It Right! 39, How Do I Measure Up? 40

Chapter 2 Tossing the Ball Back and Forth: Effective Communication 41

Customer Service Is Effective Communication 42

Step 1: Say What You Mean and Mean What You Say 46

Step 2: Enhance Your Messages with Nonverbal Techniques 49

Step 3: Putting Words Together: Grammar Usage 52

Step 4: Ask the Correct Questions and Answer the Questions Correctly 55

Step 5: Overcome the Big No 59

Step 6: Listen Attentively 62

Key Points 67, Practice Lesson 68, Doing It Right! 69, How Do I Measure Up? 70

Chapter 3 Jumping In with Both Feet: Relationship Building 72

Customer Service Is Building Relationships 73

Step 1: Establish Rapport 77

Step 2: Interact Positively with Customers 81

Step 3: Identify Customers'' Needs 83

Step 4: Make Each Customer Feel Valued 85

Step 5: Maintain Ongoing Relationships 87

Step 6: Understand Various Types of Customers 89

Key Points 96, Practice Lesson 97, Doing It Right! 99, How Do I Measure Up? 100

PART II: PUTTING YOUR CUSTOMERS FIRST

Chapter 4 Seeing Eye to Eye: Face-to-Face Contacts 103

Customer Service Is Face-to-Face Contacts 104

Step 1: Welcome Your Customers 108

Step 2: Find the Best Solutions 111

Step 3: Show Appreciation 113 <