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Author: Renee Evenson
Publisher: AMACOM Div American Mgmt Assn
ISBN: 0814416411
Category : Business & Economics
Languages : en
Pages : 239
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Book Description
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 ofCustomer 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: * Projecting a positive attitude and making a great first impression * Communicating effectively, both verbally and nonverbally * Developing trust, establishing rapport, and making customers feel valued * Confidently handling difficult customers and situations New features include "How Do I Measure Up?" self-assessments, and "Doing It Right" examples from the author's 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.
Author: Renee Evenson
Publisher: AMACOM Div American Mgmt Assn
ISBN: 0814416411
Category : Business & Economics
Languages : en
Pages : 239
Get Book Here
Book Description
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 ofCustomer 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: * Projecting a positive attitude and making a great first impression * Communicating effectively, both verbally and nonverbally * Developing trust, establishing rapport, and making customers feel valued * Confidently handling difficult customers and situations New features include "How Do I Measure Up?" self-assessments, and "Doing It Right" examples from the author's 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.
Author: Pennsylvania. Department of Public Welfare. Bureau of Personnel
Publisher:
ISBN:
Category : Employees
Languages : en
Pages : 20
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Book Description
Author: Shep Hyken
Publisher: Greenleaf Book Group
ISBN: 1626340102
Category : Business & Economics
Languages : en
Pages : 249
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Book Description
You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business—in any market and any economy. Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top ten customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction. Through revealing stories from Ace’s over-the-top work with customers, Shep explores the five tactical areas of customer amazement: leadership, culture, one-on-one, competitive edge, and community. Delivering amazing service requires everyone in your organization to step up and be a leader. It doesn’t take a title. It takes the right set of tools and principles. To help you empower employees at all levels, Shep brings the content to a deeply practical level. His 52 Amazement Tools—like “Ask the extra question” and “Focus on the customer, not the money”—are simple, clear, useful for almost anybody, and supported with compelling research and stories. Between these covers, you will find the tools and tactics you need to transform your company into a seriously customer-focused operation that will amaze every customer every time.
Author: United States Civil Service Commission
Publisher:
ISBN:
Category : Civil service
Languages : en
Pages : 54
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Book Description
Author: Pennsylvania. Department of Community Affairs
Publisher:
ISBN:
Category : Employees
Languages : en
Pages : 46
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Book Description
Author:
Publisher:
ISBN:
Category : Civil service
Languages : en
Pages : 602
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Book Description
Author: United States. Congress. House. Committee on Ways and Means. Subcommittee on Human Resources
Publisher:
ISBN:
Category : Education
Languages : en
Pages : 96
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Book Description
A hearing was held on education, training, and service programs that serve disadvantaged teens. Testimony was presented on recent research findings concerning these programs and on their implementation. The major lessons learned from the Summer Training and Employment (STEP) program were presented, including those of implementation and impact. A second topic was a discussion of the effectiveness of three programs serving teenage mothers on welfare: New Chance (for mothers who have dropped out of school); Learning, Earning, and Parenting (LEAP), an Ohio program for teen parents; and Demonstrations of Innovative Approaches to Reduce Welfare Dependency among Teen Parents. A third topic was the discussion of the work provisions of the Family Support Act of 1988. The following witnesses addressed the hearing: (1) Milton J. Little, Manpower Demonstration Research Corp.; (2) Deanna Phelps, Maryland Department of Human Resources; (3) Alan M. Hershey, Mathematica Policy Research, Inc.; (4) Kevin W. Concannon, Oregon Department of Human Resources; and (5) Michael A. Bailin and Frances Vilella-Velez, Public/Private Ventures. Three submissions for the record are included. (SLD)
Author: Maxine Kamin
Publisher: Routledge
ISBN: 0750663634
Category : Business & Economics
Languages : en
Pages : 226
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Book Description
A practical, hands-on road map to help the reader quickly develop training in customer service. It offers all the exercises, handouts, assessments, structured experiences and ready-to-use presentations needed to develop effective training sessions.
Author: United States. Congress. Senate. Committee on Armed Services
Publisher:
ISBN:
Category : Draft
Languages : en
Pages : 1278
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Book Description
Author: United States. Congress. Senate. Committee on Armed Services. Preparedness Subcommittee
Publisher:
ISBN:
Category : Draft
Languages : en
Pages : 1304
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Book Description
Considers (82) S. 1.
