Customer Service Training 101

Don't let your customer interactions go astray. Develop the customer service skills necessary for the success of your company.

List 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

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

About the author

RENÉE EVENSON is a customer service consultant and former BellSouth Telecommunications manager and trainer. She is the author of Powerful Phrases for Effective Customer Service.

Summary

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.

Product details

• Authors: Renee Evenson
• Publisher: Amacon Book Division
• Languages: English
• Product format: Paperback / Softback
• Released: 14.12.2017
• EAN: 9780814438916
• ISBN: 978-0-8144-3891-6
• Subjects: Social sciences, law, business > Business; BUSINESS & ECONOMICS / Consumer Behavior, BUSINESS & ECONOMICS / Marketing / Multilevel, BUSINESS & ECONOMICS / Business Etiquette