Customer Service Training 101, Second Edition
Product ID: 1596038
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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 always: 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! Review: Great Foundation - Having never been in customer service before, this type of book is a gem for me. I'm naturally the type that loves to help my customers and make them happy, but it is extremely difficult for me since I never know what to do or say to make it come across as such. Though some may be common sense, the subtle tips are equally as important. I want to ensure customer satisfaction and this book is the way to start. It is a great foundation, and already, I'm seeing improvements in my dealings with customers. Structure is logical. Simplified key points and summary at end makes it easy to take in the whole chapter and recall later. Review: What an excellent book - I have been using b this book for my customer service training with my new hired customer service agent. This book made my life so easy and it is easy, practical and detailed. Thanks Renee.
| Best Sellers Rank | #1,339,842 in Books ( See Top 100 in Books ) #803 in Customer Relations (Books) #1,280 in Leadership Training |
| Customer Reviews | 4.3 out of 5 stars 80 Reviews |
A**I
Great Foundation
Having never been in customer service before, this type of book is a gem for me. I'm naturally the type that loves to help my customers and make them happy, but it is extremely difficult for me since I never know what to do or say to make it come across as such. Though some may be common sense, the subtle tips are equally as important. I want to ensure customer satisfaction and this book is the way to start. It is a great foundation, and already, I'm seeing improvements in my dealings with customers. Structure is logical. Simplified key points and summary at end makes it easy to take in the whole chapter and recall later.
A**R
What an excellent book
I have been using b this book for my customer service training with my new hired customer service agent. This book made my life so easy and it is easy, practical and detailed. Thanks Renee.
T**.
Three Stars
Ok if you are truly looking for very basic 101 customer service training.
R**W
Good book
This is a very good book if you have no idea about customer service, however if you are already in the field and looking to enter the next step i suggest you look elsewhere. It was a great book for me though as i had no idea about customer service.
A**A
It is a good read to find focus after burnout I have found
incredibly helpful for anyone working in customer service at whatever level. This will keep you from blowing a gasket when customers derail you. It is a good read to find focus after burnout I have found.
A**Y
Ebook
This was my first eBook experience, which was nice having it on my phone, but in class everyone else had the actual book. So good & bad, but everything was good with the book itself :)
J**L
Excellence in Customer Service Training
This book will provide you with everything you need to train. Well written and has helped me with both staffing and additional customer service training.
D**D
I love it
The book is great.. Easy to follow and keeps me thinking "of course". I work as the Assistant Manager for Customer Services at a Bank and will definitely use the book in my training
G**L
Interesting and helpful
This book is an easy read, interesting, helpful to anyone wanting to learn about customer service training. Well worth the buy. It arrived in excellent condition, good value for money.
T**C
Practical and targeted training - great content!
Very useful content for my training needs. To the point, straight forward and very easy to relay to my retail and customer service workforce groups. Practical and targeted!!
M**R
Not what it says on the cover
Just opened the book and the content does not match the title , very disappointing
V**E
resource book
We are using it in a customer service classroom for adult learners as resource teaching material. I would recommend it to others.
D**Y
great book
Easy to read to enable you to devise training session. Exercises allow for audience participation. Would recomend this book to all
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