Read e-book online Customer Service Training 101: Quick and Easy Techniques PDF

By Renee Evenson

ISBN-10: 0814472907

ISBN-13: 9780814472903

Busy managers and customer support teachers answerable for education their customer support staff will locate strong instruments and suggestion in "Customer provider education 101". This inspiring, accomplished education guide deals readers an easy-to-implement procedure for equipping their individuals with the talents they should excel during this vital position. This ebook addresses very important customer support parts together with: creating a strong first effect projecting a favorable angle constructing belief, developing rapport, and making consumers suppose valued with a bit of luck dealing with 'difficult' buyers and events interacting successfully face-to-face, and through mobilephone and email.

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

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Sally drives to Bob’s Electronic Store to purchase a new television set. She walks in and spots two employees stocking CDs on a display rack. They are dressed nicely and look happy, as they laugh and joke with each other while they work. ” This time, Sally’s photo was developing nicely. The employees were wellgroomed, and their body language conveyed the message that they cared about themselves. Their smiles conveyed the message that they cared about her. Sally smiled back and said she was looking for a new television.

Courtesy words, phrases, and behaviors contain powerful messages. They show you care. Your attitude can also foster a positive first impression. Customers appreciate a positive attitude. A great attitude 23 can help overcome a poor first impression. Similarly, a negative attitude can destroy a favorable first impression. By combining a favorable first impression, courteous treatment, and a positive attitude, you form the basis for a strong customer service foundation. Add effective communication skills, and you will be on your way to building long lasting relationships with your customers.

Using good grammar helps communicate the correct message. Try this verbal communication exercise: Ask the following question out loud in an enthusiastic tone. ” Repeat it in: An unsure tone An angry tone A disinterested tone Notice how the same four words take on four very different meanings, depending on your voice tone. How you say something is even more important than the words you choose. How you say something can help—or hinder—the effectiveness of your communication. Besides verbal communication, you can also communicate without saying a word.

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


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