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: ò Projecting a positive attitude and making a great first impression ò Communicating effectively, both verbally and nonverbally ò Developing trust, establishing rapport, and making customers feel valued ò Confidently handling difficult customers and situations New features include ôHow Do I Measure Up?ö self-assessments, and ôDoing It Rightö examples from the authorÆs 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.
