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by Renee Evenson
Customer Service Training 101, 3rd Edition
Cover
Title
Contents
Acknowledgments
Introduction
Tips for the Trainer
Tips for the Student
Part I Putting Your Best Face Forward
1 Your First Steps Can Make a Huge Stride: The Basics
Customer Service Is the Basics
Step 1: First Impressions Matter
Step 2: Courtesy Counts
Step 3: Attitude Is Everything
Step 4: Doing the Right Thing: Ethical Issues
Key Points
Practice Lesson
Doing It Right!
How Do I Measure Up?
2 Tossing the Ball Back and Forth: Effective Communication
Customer Service Is Effective Communication
Step 1: Say What You Mean and Mean What You Say
Step 2: Enhance Your Messages with Nonverbal Techniques
Step 3: Putting Words Together: Grammar Usage
Step 4: Ask the Correct Questions and Answer the Questions Correctly
Step 5: Overcome the Big No
Step 6: Listen Attentively
Key Points
Practice Lesson
Doing It Right!
How Do I Measure Up?
3 Jumping In with Both Feet: Relationship Building
Customer Service Is Building Relationships
Step 1: Establish Rapport
Step 2: Interact Positively with Customers
Step 3: Identify Customers’ Needs
Step 4: Make Each Customer Feel Valued
Step 5: Maintain Ongoing Relationships
Step 6: Understand Various Types of Customers
Key Points
Practice Lesson
Doing It Right!
How Do I Measure Up?
Part II Putting Your Customers First
4 Seeing Eye to Eye: Face-to-Face Contacts
Customer Service Is Face-to-Face Contacts
Step 1: Welcome Your Customers
Step 2: Find the Best Solutions
Step 3: Show Appreciation
Key Points
Practice Lesson
Doing It Right!
How Do I Measure Up?
5 Saying It with a Smile: Telephone Contacts
Customer Service Is Telephone Contacts
Step 1: Welcome Your Customers
Step 2: Find the Best Solutions
Step 3: Show Appreciation
Key Points
Practice Lesson
Doing It Right!
How Do I Measure Up?
6 Keeping Up with the Times: Online and Social Media Customer Service
Customer Service Is Online and Social Media Contacts
Step 1: Welcome Your Customers
Step 2: Find the Best Solutions
Step 3: Show Appreciation
Key Points
Practice Lesson
Doing It Right!
How Do I Measure Up?
7 Giving When Getting Is Not Expected: Self-Service Contacts
Customer Service Is Self-Service Contacts
Step 1: Welcome Your Customers
Step 2: Find the Best Solutions
Step 3: Show Appreciation
Key Points
Practice Lesson
Doing It Right!
How Do I Measure Up?
8 Calming the Storm: Customer Complaint Contacts
Customer Service Is Customer Complaint Contacts
Step 1: Understand the Complaint
Step 2: Identify the Cause
Step 3: Solve the Problem
Step 4: Restore the Relationship
Step 5: Fix What Needs to Be Fixed
Key Points
Practice Lesson
Doing It Right!
How Do I Measure Up?
Part III Putting it All Together
9 Hitting the Ground Running: Ready, Set, Go
Customer Service Is Being Ready and Set to Go
Your Customer Service Training Quick Reference
10 Being the Best You Can Be: The Total Package
Customer Service Is Being the Best You Can Be Every Day
Always Be Your Best!
Index
About the Author
Sample Chapter from Talking Crazy by Mark Goulston
About AMACOM Books
Impressum
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Customer Service Training 101
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Contents
CUSTOMER SERVICE TRAINING
101
Quick and Easy Techniques That Get Great Results
THIRD EDITION
Renée Evenson
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