Customer Service Management Training 101
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Customer Service Management Training 101
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Author : Renee Evenson
language : en
Publisher: AMACOM
Release Date : 2011-09-14
Customer Service Management Training 101 written by Renee Evenson and has been published by AMACOM this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-09-14 with Business & Economics categories.
Becoming a great customer service manager requires an intentional focus on skills beyond those required for exemplary customer service. Building off the success of her book Customer Service Management Training 101, author Renée Evenson shows readers what it takes to advance to the next stage in their careers--focusing on their development as managers. Filled with the same accessible, step-by-step guidance as its predecessor, this book teaches readers how to identify their personal management style and develop the core leadership qualities needed to communicate with, lead, train, motivate, and manage those employees responsible for customer satisfaction. Designed for new managers and veterans alike, Customer Service Management Training 101 covers essential topics, including: planning and goal setting, time management, team development, conflict resolution, providing feedback, listening to your employees, monitoring performance, conducting meetings, and managing challenges.Packed with checklists, practice lessons inspired by real-world scenarios, and detailed examples and explanations of the right and wrong ways to do things, this handy resource is the start and finish of everything customer service managers need to know to thrive.
Customer Service Training 101
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Author : Renee Evenson
language : en
Publisher: AMACOM
Release Date : 2017-12-14
Customer Service Training 101 written by Renee Evenson and has been published by AMACOM this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-12-14 with Business & Economics categories.
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.
Customer Service Training 101
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Author : Renee Evenson
language : en
Publisher: AMACOM Div American Mgmt Assn
Release Date : 2011
Customer Service Training 101 written by Renee Evenson and has been published by AMACOM Div American Mgmt Assn this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011 with Business & Economics categories.
Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition ofCustomer Service Training 101 presents proven techniques for creating unforgettable customer experiences. The book covers every aspect of face-to-face, phone, Internet, and self-service customer relations, and provides simple yet powerful tips for: * Projecting a positive attitude and making a great first impression * Communicating effectively, both verbally and nonverbally * Developing trust, establishing rapport, and making customers feel valued * Confidently handling difficult customers and situations New features include "How Do I Measure Up?" self-assessments, and "Doing It Right" examples from the author's extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is augmented with instructive sidebars, a summary of key points, practice exercises, and so much more.
Award Winning Customer Service
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Author : Renee Evenson
language : en
Publisher: AMACOM
Release Date : 2007-08-29
Award Winning Customer Service written by Renee Evenson and has been published by AMACOM this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007-08-29 with Business & Economics categories.
Delivering top-of-the-line customer service is Job #1 for most companies, an important factor in keeping profits high and customers coming back. Customer service problems can damage not just a company’s reputation but its bottom line, so for busy managers -- and business owners with little time to search for solutions -- some fast help is needed. Award-Winning Customer Service offers scores of quick tips for readers looking to improve and then maintain their company’s level of customer service. The book is chock full of practical advice on important topics such as: * planning and goal setting * effective communication * leadership * preparing for change * continual learning * coaching and development * effective feedback * motivational and problem-solving meetings * conflict resolution * follow-up and staying on top of the game * and more. Containing 101 effective tips in all, unique "When this happens, try this" sections, and encouraging quotes, this is an essential reference for anyone who needs guidance or just a refresher on making customers feel truly valued.
Powerful Phrases For Effective Customer Service
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Author : Renée Evenson
language : en
Publisher: HarperChristian + ORM
Release Date : 2012-09-12
Powerful Phrases For Effective Customer Service written by Renée Evenson and has been published by HarperChristian + ORM this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-09-12 with Business & Economics categories.
Dealing with customers isn't easy, they aren't always right or even pleasant. Business author Renée Evenson ensures you’ll always have the right words to defuse tense interactions. Practical and insightful, this book ensures you’ll never again be at a loss for what to say to customers. In Powerful Phrases for Effective Customer Service, she covers 30 challenging customer behaviors and 20 common employee-caused negative encounters to teach you: how to assess circumstances, choose one of many appropriate responses, and confidently and consistently deliver customer satisfaction. Helpful sample scenarios and tangible instructions bring the phrases to life, while detailed explanations bolster your confidence so that you’ll have the right words as tools at your disposal and the skills to deliver those words effectively. By incorporating language that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation, you’ll not only be capable of overcoming obstacles--you’ll strengthen all facets of your customer service.
Customer Service Training 101 2nd Edition
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Author : Renee Evenson
language : en
Publisher:
Release Date : 2010
Customer Service Training 101 2nd Edition written by Renee Evenson and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010 with Industrial management categories.
Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition of Customer Service Training 101 presents proven techniques for creating unforgettable customer experiences. The book covers every aspect of face-to-face, phone, Internet, and self-service customer relations, and provides simple yet powerful tips for: - Projecting a positive attitude and making a great first impression - Communicating effectively, both verbally and nonverbally - Developing trust, establishing rapport, and making customers feel valued - Confidently handling difficult customers and situations New features include "How Do I Measure Up?" self-assessments, and "Doing It Right" examples from the author's extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is augmented with instructive sidebars, a summary of key points, practice exercises, and so much more.
101 Ways To Improve Customer Service
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Author : Lorraine L. Ukens
language : en
Publisher: John Wiley & Sons
Release Date : 2007-07-13
101 Ways To Improve Customer Service written by Lorraine L. Ukens and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007-07-13 with Business & Economics categories.
101 Ways to Improve Customer Service provides a variety of training and development interventions that can be put to use right now with frontline service employees. Your customer service representatives directly influence the perception that customers have of your products and services and ultimately your company. It is vital that your employees develop service strategies to create a positive image, communicate effectively, and build customer rapport to support the underlying values and beliefs of your organization.
Customer Service Training
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Author : Kimberly Devlin
language : en
Publisher: Association for Talent Development
Release Date : 2015-08-17
Customer Service Training written by Kimberly Devlin and has been published by Association for Talent Development this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-08-17 with Business & Economics categories.
Effective customer service training covers more than niceties. Organizational profitability is threatened when staff are unable to manage customer needs. Yet it takes more than soft skills training to turn these situations around. A great customer service training covers essential behaviors, service strategies, and service systems that together ensure an exceptional customer experience. Training authority Kimberly Devlin presents two-day, one-day, and half-day workshops that support trainees in any industry and environment, not just the call center. Each workshop introduces techniques for managing challenging customers and situations and also offers opportunities to apply new skills to service interactions. Free tools and customization options The free, ready-to-use workshop materials (PDF) that accompany this book include downloadable presentation materials, agendas, handouts, assessments, and tools. All workshop program materials, including MS Office PowerPoint presentations and MS Word handouts, may be customized for an additional licensing fee. Browse the licensing options in the Custom Material License pricing menu. About the series The ATD Workshop Series is written for trainers by trainers, because no one knows workshops as well as the practitioners who have done it all. Each publication weaves in today's technology and accessibility considerations and provides a wealth of new content that can be used to create a training experience like no other. The series also includes Communication Skills Training, Leadership Training, Coaching Training, and New Supervisor Training.
Customer Service Training For Managers And Supervisors
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Author : Customer Service Training Institute
language : en
Publisher:
Release Date : 2013-07-20
Customer Service Training For Managers And Supervisors written by Customer Service Training Institute and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-07-20 with categories.
The manager and supervisor play a critical role in determining the type of experience the customer has and what kind of attitude the employees have towards the customer.Managers and supervisors set the tone for how customers are treated and how situations and problems are handled. If they act incorrectly, or exhibit the wrong type of behavior, employees might assume that is the correct way to behave with customers.Even more important, the manager and supervisor are examples of how the company and its management feels towards the customer. How our management team reacts to customer problems and issues will shape the employee attitude as well.Customer Service Training for Managers & Supervisors shows the manager and supervisor how to interact with employees and how to train others on the best way to interact with customers.Learn how to set the right example for others, train others to provide the best service and create the very best customer focused department for our customers.Customer Service Training for Managers and Supervisors is the perfect resources for all managers and supervisors. It will provide the critical skills and information necessary for you to perform at your very best.
Managing The Front End Of Training
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Author : Pike
language : en
Publisher:
Release Date : 1997-11
Managing The Front End Of Training written by Pike and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1997-11 with Employees categories.