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Customer Service Training 101: Quick and Easy Techniques That Get Great Results

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[quote][color=Red]


Customer Service Training 101: Quick and Easy Techniques
That Get Great Results


AM ACOM 
Renee Evenson
2010 
English
ISBN: 0814416411 
239 Pages 
PDF 
703 KB



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; and confidently handling difficult customers and situations. 

The 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.



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