INDEX
The index that appeared in the print version of this title was intentionally removed from the eBook. Please use the search function on your eReading device for terms of interest. For your reference, the terms that appear in the print index are listed below
accountability
acknowledging customers
in face-to-face interactions
in telephone interactions
agreement, customer
apologies, and complaints
appearance, in first impressions
appreciation
importance of
in positive attitude
in telephone communication
appreciation, showing
attentive listening
attitude, see positive attitude
basic(s) of customer service training
courtesy as
ethical issues as
first impressions as
honesty as
positive attitude as
and problems
and success
belief in products
belief in yourself
blame, avoiding
body language
in communication process
of customers
and customer satisfaction
in first impressions
calmness
and customer complaints
with customers
closed questions
clothing, in first impressions
cognitive disabilities
cold calls
common ground, in establishing rapport
communication
and body language
clarity of
and customer objections
face-to-face
and facial expressions
and gestures
and grammar usage
importance of
and listening
nonverbal, see nonverbal communication
online
problems with
professional
and questions
reasons for
in relationship building
and saying what you mean
in social media
successful
telephone
and thinking before speaking
and tone of voice
and word choice
compassion, for customer complaints
compensation, for complaints
complaints
and apologies
and correcting the situation
and fixing the problem
and fixing what should be fixed
handling
and identifying root cause of problem
investigating
listening to
as opportunity to improve
and problem solving
problems with
recapping
and restoring relationships
in social media contacts
success with,
understanding
validity of
and walk throughs
confidence
and complaints
and positive attitude
consideration, in establishing rapport
courtesy
“excuse me” and
importance of
“I’m sorry” and
“ma’am” and
“please” and
in relationship building
“sir” and
and smiling
successful
“thank you” and
and using name of the customer
and “yes” vs. “yeah”
“you’re welcome” and
credibility
cultural differences, tolerance of
customer agreement
customer complaint contacts
customer expectations, and mediocre service,
customers
body language of
complaints by, see complaints
difficult, see complaints
importance of
taking, for granted
types of
customer satisfaction
in face-to-face interactions
in self-service contacts
customer service training
basics of
and communication
components of
future of
importance of
problems in
and relationship building
student tips for
trainer tips for
decisions, validating customer
developmental disabilities
difficult customer contacts, see complaints
disabilities, see people with disabilities
doing the right thing
effectiveness, in helping customers
efficiency, in helping customers
greeting customers in
helping customers in
empathy, importance of
ending customer interactions
and acknowledging customers
and customer satisfaction
and finding the right solution
successful
energizing techniques
ethics
and accountability for actions
and doing the right thing
in establishing rapport
and honesty
importance of
and keeping your word
success in
excellence, striving for
“excuse me”
eye contact
in first impressions
in greeting customers
in nonverbal communication
in training sessions
face-to-face communication see also self-service contacts
acknowledging customers in
first impressions in
greeting customers in
and helping customers
problems with
successful
facial appearance
facial expression
and customer satisfaction
in first impressions
first impressions
and appearance
and clothing
evaluating
in face-to-face communication
and grooming
importance of
in relationship building
and relaxed demeanor
successful
in telephone communication
flirty customers
focus
and complaints
in listening process
follow up
after training sessions
for complaints
for customer objections
friendliness
future of customer service
gestures, in nonverbal communication
goal setting
going out of your way
goodbye, saying, see ending customer interactions
grammar usage
greeting customers
and asking how you can help
in e-mail communication
in face-to-face communication
opening statement in
and providing your name
in self-service contacts
and smiling
successful
in telephone communication
tuning in to customers
grooming, in first impressions
group activities, examples of
hand shaking
hearing impairments
helping customers
and asking how you can help
effectiveness in
efficiency in
in face-to-face communication
questions and answers in
in self-service contacts
show and tell in
staying vs. going in
success in
and summarizing customer needs
in telephone communication
honesty
in communication
in establishing rapport
importance of
and trust
How Do I Measure Up?
“I’m sorry”
interest, showing
interruptions
introduction, for training program
investigating complaints
jargon
keeping your word
learning outcomes
reviewing
student identification of
trainer identification of
listening
attentive
barriers to
checking for understanding in
complete
to customer complaints
to customer’s opening statement
and establishing rapport
and focus on the customer
and handling interruptions
and nonverbal communication
objectivity in
in relationship building
in social media communication
“ma’am”
materials, getting the most from
melodramatic customers
memory, and remembering customers
names
of customers
and giving your name to customers
in telephone communication
needs identification
and customer needs
by students
by trainer
nonverbal communication
and action vs. words
body language as
eye contact as
gestures as
and listening
posture as
smiling as
and tone of voice
acknowledging
and customer answers to objections
following up to, with questions
handling
listening to
objectivity, in listening process
ongoing relationships
online audience
online contacts
online customer service
opening statements
in greeting customers
listening to customers’
summarizing customers’
openness
in nonverbal communication
and positive attitude
open questions
outgoing telephone communication
overly friendly customers
patience, with customers
paying attention
in self-service contacts
when helping customers
people with disabilities
basic interactions with
and cognitive disabilities
and developmental disabilities
and hearing impairments
and speech impairments
terminology related to
and visual impairments
wheelchairs for
personal touch, in telephone communication
planning, of teaching lessons
“please”
point of view
positive attitude
appreciation in
and avoiding stereotypes
and belief in yourself
importance of
instilling, in customers
maintaining
and making a difference
in relationship building
successful
in telephone communication
and welcome words
positive personal experiences
posture, in nonverbal communication
preferences, customer
preparation for training
student
trainer
problem solving
and complaints
and fixing what should be fixed
products, belief in
profanity, customer use of
professionalism
of communications
and interruptions
with overly friendly customers
in telephone communication
promises, keeping
pushy, obnoxious customers
questions
answering
asking
closed
in communication process
complete answers for
open
simple
when helping customers
when identifying customer needs
rapport
common ground in
consideration in
and friendliness
interest in
success in establishing
trust in
recommendations, identifying customer needs
rehearsal, for training sessions
relationship building
and complaints
and establishing rapport
and identifying customer needs
importance of
and making the customer feel valued
in ongoing relationships
and positive customer interactions
problems with
successful
and types of customers
and understanding customers
relaxed demeanor
in first impressions
in nonverbal communication
remembering customers
repeat business
respect
in communication
importance of
for people with disabilities
responsibility, for actions
restitution, for complaints
role-play pairs
room set-up
salutations, see greeting customers
saying what you mean
self-checkout lines
self-confidence, and positive attitude
self-monitoring, student
self-reflection
self-service contacts
and customer-first mindset
evaluating
and greeting customers
and helping customers
nature of
paying attention in
problems with
showing appreciation in
successful
by telephone
valuing
and Web sites
self-talk
shaking hands
show and tell, in helping customers
showing appreciation
in self-service contacts
in social media communication
in telephone communication
simple questions
sincerity
“sir”
slang
smiling
social media
ending contacts in
explaining action in
finding solutions for
friendliness in
listening in
maintaining presence in
showing appreciation in
successful
unsuccessful
welcoming customers in
writing in
social media contacts
complaints in
responding to
understanding
social media promotion
speech impairments
stereotypes, avoiding
stress reduction
student tip(s)
define learning outcomes as
maximize material as
personal needs identification as
prepare for training session as
self-monitoring as
summaries
of customer needs
in telephone communication
teaching moments, in self-service contacts
team exercises
technical language
telephone communication
acknowledging customers in
attentive listening in
and cold calls
and first impressions
greeting customers in
helping customers in
as interruption
and outgoing calls
problems with
and putting customers on hold
and saying what you are doing
and self-service contacts
showing appreciation in
solutions in
successful
and summarizing what you are doing
tone of voice in
verbal communication skills in
thanking customers
for complaints
in face-to-face interactions
and saying “thank you”
in self-service contacts
in telephone communication
time frames, for training sessions
timid, indecisive customers
tolerance
of cultural differences
importance of
tone of voice
in communication process
in nonverbal communication
in telephone communication
trainer tip(s)
define learning outcomes as
establish time frames for training sessions as
follow up after training as
identify training needs as
plan teaching lessons as
prepare for training session as
set up room as
trust
and disrespect
in establishing rapport
and honesty
verbalization
in handling complaints
in telephone communication
visual impairments
wait time, in telephone communication
walk throughs
Web sites
customer-first mindset in
self-service contacts in
welcoming customers
on social media
in telephone communication
wheelchairs
wheeler-dealer customers
word choice
in communication process
and company personality
company terms in
and courtesy
everyday language in
and grammar usage
jargon in
slang in
technical language in
and thinking before speaking
and welcome words
written communication
“yes,” “yeah” vs.
“you’re welcome”