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

by Renée Evenson

Good customer service is a given for any company that wants to survive in an ultra-competitive business landscape. But the truly dominant companies in any industry have taken their service programs to new heights, providing truly exceptional customer experiences that build loyalty, create genuine relationships, and generate unparalleled word-of-mouth marketing.

How do they do it? How can you do it? Customer Service Training 101 shows you how to equip your entire service team with the critical information and powerful techniques they need to handle both everyday service functions and extraordinary circumstances. Filled with step-by-step, interactive lessons that you can customize to fit your team's needs and learning styles, this superpractical guide shows how to ensure that service representatives

Involving your entire team by personalizing specific service scenarios enables you to teach and reinforce precise, repeatable techniques that work to enhance positive, customer-focused attitudes. Use the discussion topics and key points summaries in each chapter for follow-up. Designed for immediate use in any customer service environment, Customer Service Training 101 provides the very best proven service strategies, saving you the time, energy, and expense of building or rebuilding a complete training program from scratch.

If you think that knowledgeable, confident, motivated, and positive service representatives will help your organization and its customers---today and well into the future---this book is for you!

Genres: Business, Nonfiction

207 pages, Paperback

First published September 2, 2005

About the author

RENÉE EVENSON has worked in the customer service management field for over 30 years, including nearly two decades as a customer service manager and trainer at BellSouth Telecommunications. She has a degree in organizational psychology and is the author of Customer Service Training 101, Customer Service Management Training 101, and Powerful Phrases for Effective Customer Service.

Reviews

[Beth Hartnett · Rating 2 out of 5]

I'm knocking out a couple of sales oriented books for a leadership course ... this one was pretty common-sense oriented!

[Abby Epplett · Rating 2 out of 5]

This book doesn't explain much more than common sense and how to be a decent person.

[Emily · Rating 2 out of 5]

This wasn't a bad book or a poorly written book, but it was very basic and rehashed old ideas.

Suitable for very, very basic reading.