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.

Author: Renee Evenson
Binding Type: Paperback
Publisher: Amacom
Published: 12/14/2017
Pages: 240
Weight: 1.14lbs
Size: 9.10h x 7.30w x 0.70d
ISBN: 9780814438916
3rd Edition
Audience: Young Adult

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.