Customer Service Training 101: Quick and Easy Techniques by Renee Evenson PDF

By Renee Evenson

ISBN-10: 0814472907

ISBN-13: 9780814472903

Busy managers and customer support teachers in command of education their customer support staff will locate strong instruments and suggestion in "Customer carrier education 101". This inspiring, finished education guide bargains readers an easy-to-implement technique for equipping their individuals with the talents they should excel during this vital function. This e-book addresses very important customer support components together with: creating a solid first influence projecting a good angle constructing belief, setting up rapport, and making buyers believe valued optimistically dealing with 'difficult' clients and events interacting successfully face-to-face, and through cellphone and electronic mail.

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

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Save yeah for personal conversations. Say it with a smile. This is an old saying with a timely meaning. In today’s fast-paced world, smiling when you speak does come across loud and clear. Whether you are speaking face to face or by telephone, your customers will see or hear the smile in your voice. There are also things you should not do in the presence of customers. They include talking on a personal call, smoking, eating (or having food at your work station), and chewing gum. HOW COULD BOB’S EMPLOYEES HAVE INCORPORATED BASIC COURTESIES INTO THEIR CONVERSATION WITH SALLY?

Use a serious, helpful tone when speaking to a customer who is upset. Use an enthusiastic tone when asking a customer if you can help. When asking questions, use a tone that shows you are truly interested in the answer. Pay attention to your listener’s nonverbal cues to make sure your tone fits your customer. Add welcome words to your vocabulary. When you use words that sound positive and confident, you will project a positive and confident attitude. , and Sure I can! send a message to your customers that you really are happy to help them.

Have you ever formed a wrong first impression? Calvin walked into a tire store. He spotted two employees, one on the showroom floor straightening up the displays and another behind the counter keying on a computer. He liked the look of the employee behind the counter, but he did not like the look of the floor employee. Without even thinking about it, Calvin began forming first impressions of both employees. ” Calvin ignored him and walked to the counter. No way do I want him helping me, Calvin thought, not the way he looks.

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

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