Customer Service Training 101
Amacom (Verlag)
978-0-8144-3891-6 (ISBN)
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.
REN'E EVENSON is a small-business consultant specializing in workplace communication and conflict resolution strategies. She is the author of several books, including Powerful Phrases for Effective Customer Service and Customer Service Training 101.
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
Key Points 117, Practice Lesson 118, Doing It Right! 119, How Do I Measure Up? 120
Chapter 5 Saying It with a Smile: Telephone Contacts 122
Customer Service Is Telephone Contacts 123
Step 1: Welcome Your Customers 127
Step 2: Find the Best Solutions 128
Step 3: Show Appreciation 132
Key Points 136, Practice Lesson 137, Doing It Right! 138, How Do I Measure Up? 140
Chapter 6 Keeping Up with the Times: Online and Social Media Customer Service 141
Customer Service Is Online and Social Media Contacts 142
Step 1: Welcome Your Customers 147
Step 2: Find the Best Solutions 150
Step 3: Show Appreciation 154
Key Points 159, Practice Lesson 160, Doing It Right! 161, How Do I Measure Up? 162
Chapter 7 Giving When Getting Is Not Expected: Self-Service Contacts 164
Customer Service Is Self-Service Contacts 165
Step 1: Welcome Your Customers 168
Step 2: Find the Best Solutions 170
Step 3: Show Appreciation 173
Key Points 177, Practice Lesson 178, Doing It Right! 179, How Do I Measure Up? 181
Chapter 8 Calming the Storm: Customer Complaint Contacts 182
Customer Service Is Customer Complaint Contacts 183
Step 1: Understand the Complaint 187
Step 2: Identify the Cause 190
Step 3: Solve the Problem 193
Step 4: Restore the Relationship 197
Step 5: Fix What Needs to Be Fixed 198
Key Points 202, Practice Lesson 203, Doing It Right! 206, How Do I Measure Up? 208
PART I I I: PUTTING IT ALL TOGETHER
Chapter 9 Hitting the Ground Running: Ready, Set, Go 211
Customer Service Is Being Ready and Set to Go 212
Your Customer Service Training Quick Reference 215
10 Being the Best You Can Be: The Total Package 217
Customer Service Is Being the Best You Can Be Every Day 217
Always Be Your Best! 220
Index 221
| Erscheinungsdatum | 30.01.2018 |
|---|---|
| Sprache | englisch |
| Maße | 190 x 235 mm |
| Gewicht | 430 g |
| Themenwelt | Sozialwissenschaften ► Pädagogik ► Berufspädagogik |
| Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb | |
| Wirtschaft ► Betriebswirtschaft / Management ► Personalwesen | |
| Wirtschaft ► Betriebswirtschaft / Management ► Unternehmensführung / Management | |
| ISBN-10 | 0-8144-3891-1 / 0814438911 |
| ISBN-13 | 978-0-8144-3891-6 / 9780814438916 |
| Zustand | Neuware |
| Haben Sie eine Frage zum Produkt? |
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