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Author: Sybil Stershic
Publisher: WME Books
ISBN: 9781934229040
Category : Communication in personnel management
Languages : en
Pages : 152
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Book Description
Author: Sybil Stershic
Publisher: WME Books
ISBN: 9781934229040
Category : Communication in personnel management
Languages : en
Pages : 152
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Book Description
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: Rick Grassi
Publisher:
ISBN: 9780578772929
Category : Business & Economics
Languages : en
Pages : 94
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Book Description
A handbook detailing the basics of effective customer service.
Author: Mbinkar Kpunsa Fomunyuy
Publisher: Independently Published
ISBN:
Category :
Languages : en
Pages : 108
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Book Description
With the recent technological changes and the growth of the service industry, customer expectations are changing rapidly. Customer service is becoming a major factor of differentiation and a great competitive tool. Recruiters are now focusing on the culture fit of employees and their ability to interact with customers efficiently. This increased pressure on employees, necessitates that both companies and employees understand what customer needs truly are, identify the right skills needed to offer great customer service and learn customer service best practices and engagement rules.This book, clearly defines what customer service is and why it is important for both the company, the employee and the customer. It identifies the causes of bad customer service and proposes practical solutions on how to improve customer service. The concept of customer experience is also evoked with emphasis on its 3 major variables and ways to shape customer expectations. The first section of this book ends with a detailed appraisal of the 6 primary customer service skills, and explains how to acquire and use them.The second section looks at customer needs. It analyses the difference between Customer core and auxiliary needs and explains how to continuously ensure customer satisfaction. Some basic customer psychology tips as well as the different stages of customer relationships are also discussed here.The last section identifies ways in which we can improve our interactions with customers. Beginning with the right employee attitude, this section describes the different types of difficulty customers and provides a guide on what employees must do when faced with difficult customers. The section ends with the 34 rules customer service professionals need to live by and the values that make great customer service agents.The overall objective of this book is to provide a simple guide for onboarding new employees, training old employees and ensuring that organizations are successful in their customer service efforts. This book can be used as a guide for any organization that seeks to transform its customer service delivery, as well as a guide for any employee who wants to develop their customer service skills.
Author: Jeff Toister
Publisher: AMACOM/American Management Association
ISBN: 0814431992
Category : Business & Economics
Languages : en
Pages : 210
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Book Description
What causes poor customer service? You might be surprised.
Author: Dennis Snow
Publisher: John Wiley & Sons
ISBN: 0470503807
Category : Business & Economics
Languages : en
Pages : 261
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Book Description
A step-by-step guide to designing and implementing an amazing customer service culture In today's competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It's not always clear what works and what doesn't, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance. Unleashing Excellence gives you practical tools and step-by-step guidance tailored to your company's individual customer service needs. It shows you how to navigate your teams through every step of the implementation process to achieve true customer service excellence. The book covers the training and education of your group, how to measure the quality of your service, how to build a culture of personal accountability, and how to recognize excellence and reward it. Fully revised to include updated information on the latest tools and best practices, as well as the stories and lessons learned from those organizations that have used the process described in the book. Offers proven best practices for designing and implementing an excellent customer service culture Simple format divides content into nine "leadership actions" that guide you through a step-by-step process Shows you how to build a common customer service vision for your entire organization Customer service is vital to the survival of your business. If you want to move your organization's customer service practices from good to great, Unleashing Excellence is the key.
Author: Ron Karr
Publisher: Penguin
ISBN: 1101198532
Category : Business & Economics
Languages : en
Pages : 366
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Book Description
You're no idiot, of course. You skillfully manage your kids' temper tantrums, diplomatically handle office politics, and even pleasantly deal with your friends' bickering. But when it comes to handling customer service, you feel utterly lost. It's time to make great customer service an indispensable part of your daily operation! The Complete Idiot's Guide® to Great Customer Service teaches you how to create the "Service Difference"—service that genuinely pleases your customers and sets your organization apart from the pack.
Author: Renee Evenson
Publisher: AMACOM
ISBN: 081443892X
Category : Business & Economics
Languages : en
Pages : 246
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Book Description
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: Eric Lee Harvey
Publisher: The Walk The Talk Company
ISBN: 9781885228345
Category : Consumer satisfaction
Languages : en
Pages : 60
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Book Description
180 Ways To Walk The Customer Service Talk is the resource you'll want to read and distribute to every person in your organization. Packed with powerful strategies and tips to cultivate world-class customer service, this handbook promises to be the answer to getting everyone "Walking The Customer Service Talk" and building a reputation of service integrity. At its low price, if everyone adopts just a few ideas to help ensure customers come back again, this book will pay for itself. All employees at every level of the organization need this powerful guide ... from front line employees, to call center representatives, sales people, telemarketers, managers, client services and marketing teams.
Author: Shep Hyken
Publisher: Shepard Presentations, LLC
ISBN: 0963782002
Category : Business & Economics
Languages : en
Pages : 80
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Book Description
