Customer Service Training 101: Quick and Easy Techniques That Get Great Results
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Название: Customer Service Training 101: Quick and Easy Techniques That Get Great Results
Издательство: AmacomAmerican Management Association
Автор: Renee Evenson
Год: 2010
Количество страниц: 239
Формат: PDF
Размер: 11 mb
Язык: English
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 of «Customer 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; and confidently handling difficult customers and situations.
Название: Customer Service Training 101: Quick and Easy Techniques That Get Great Results
Издательство: AmacomAmerican Management Association
Автор: Renee Evenson
Год: 2010
Количество страниц: 239
Формат: PDF
Размер: 11 mb
Язык: English
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 of «Customer 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; and confidently handling difficult customers and situations.