Customer Service Training 101: Quick and Easy Techniques That Get Great Results, Third Edition

  • 6h 40m 3s
  • Renee Evenson
  • Brilliance Publishing
  • 2017

Employees aren't just the front line of any business. To customers, they are the business. Nothing is more important than arming these essential employees with the knowledge they need to find the best solution for each and every customer.

Whether you're a manager, owner, or employee, Customer Service Training 101 gets you up to speed fast. The completely revised and updated third edition addresses every aspect of face-to-face, phone, online, social media, and self-service interactions. Using scenarios, guidelines, and practice exercises, this inspiring training manual explains what to say and do, what to avoid, and why interactions go astray.

In this Audiobook

  • Chapter 1: Taking Your First Steps: The Basics
  • Chapter 2: Tossing the Ball Back and Forth: Effective Communication
  • Chapter 3: Jumping in with Both Feet: Relationship Building
  • Chapter 4: Seeing Eye to Eye: Face-to-Face Contacts
  • Chapter 5: Saying It with a Smile: Telephone Contacts
  • Chapter 6: Looking Before You Leap: E-Customer Contacts
  • Chapter 7: Giving When Getting Is Not Expected: Self-Service Contacts
  • Chapter 8: Calming the Storm: Difficult Customer Contacts
  • Chapter 9: Hitting the Ground Running: Ready, Set, Go
  • Chapter 10: Being the Best You Can Be: The Total Package