Customer Service Training 101,9780814472903

Customer Service Training 101

by
ISBN13: 9780814472903
ISBN10: 0814472907
Format: Paperback
Pub. Date: 2005-09-02
Publisher(s): Amacom Books
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Summary

Packed with proven ideas, this inspiring training manual helps pave the way to superior customer service. It offers busy managers and customer service instructors an easy-to-implement approach and ready-to-use interactive lessons to equip their employees with the tools needed to excel. Customer service areas addressed include projecting a positive attitude and using effective communication skills.

Author Biography

Renée Evenson has worked in the customer service management field for 25 years, including 15 years as a customer service manager at BellSouth Telecommunications, where her duties included staff training and development. She lives in St. Simons Island, Georgia.

Table of Contents

Acknowledgments ix
Introduction 1(2)
Tips for the Trainer 3(8)
Tips for the Student 11(10)
PART I Putting Your Best Face Forward
Taking Baby Steps: The Basics
21(22)
Step 1: First Impressions Matter
26(2)
Step 2: Courtesy Counts
28(2)
Step 3: Attitude Is Everything
30(3)
Step 4: Doing the Right Thing: Ethical Issues
33(4)
Key Points
37(1)
Practice Lesson
38(1)
Think About
39(2)
Quick Quotes
41(2)
Tossing the Ball Back and Forth: Effective Communication
43(28)
Step 1: Saying What You Mean and Meaning What You Say
48(2)
Step 2: What You Don't Say: Nonverbal Communication
50(2)
Step 3: Putting Words Together: Grammar Usage
52(2)
Step 4: Asking the Correct Questions and Answering the Questions Correctly
54(4)
Step 5: When the Customer Says No
58(2)
Step 6: Listening Actively
60(3)
Key Points
63(2)
Practice Lesson
65(2)
Think About
67(2)
Quick Quotes
69(2)
Jumping in with Both Feet: Relationship Building
71(32)
Step 1: Establishing Rapport
78(3)
Step 2: Interacting Positively with Customers
81(2)
Step 3: Identifying Customers' Needs
83(2)
Step 4: Making the Customer Feel Valued
85(2)
Step 5: Maintaining Ongoing Relationships
87(2)
Step 6: Different Strokes: Handling Different Types of Customers
89(5)
Key Points
94(2)
Practice Lesson
96(3)
Think About
99(1)
Quick Quotes
100(3)
PART II Putting Your Customers First
Seeing Eye to Eye: Face-to-Face Contacts
103(18)
Step 1: Saying Hello: Greeting the Customer
109(2)
Step 2: Between Hello and Goodbye: Helping the Customer
111(2)
Step 3: Saying Goodbye: Ending the Interaction
113(4)
Key Points
117(1)
Practice Lesson
118(1)
Think About
119(1)
Quick Quotes
120(1)
Saying It with a Smile: Telephone Contacts
121(22)
Step 1: Putting Your Best Ear Forward
126(2)
Step 2: Saying Hello: The Opener
128(2)
Step 3: Between Hello and Goodbye: Helping the Customer
130(4)
Step 4: Saying Goodbye: The Closer
134(3)
Key Points
137(1)
Practice Lesson
138(2)
Think About
140(1)
Quick Quotes
141(2)
Looking Before You Leap: E-commerce Contacts
143(18)
Step 1: What Does the E-customer Expect?
147(2)
Step 2: Hanging the Open Sign: Being Accessible
149(2)
Step 3: Writing What You Mean: E-mail Communication
151(3)
Step 4: Speaking Around the World: Cross-Cultural Etiquette
154(1)
Key Points
155(1)
Practice Lesson
156(2)
Think About
158(1)
Quick Quotes
159(2)
Calming the Storm: Difficult Customer Contacts
161(30)
Step 1: What Is Going on: Determine the Reason
167(3)
Step 2: What Caused It: Identify the Root Cause of the Problem
170(3)
Step 3: What Can I Do: Rectify the Situation
173(3)
Step 4: What Can I Say: Acknowledge the Problem
176(3)
Step 5: What Needs to Be Done: Fix What Needs to Be Fixed
179(4)
Key Points
183(1)
Practice Lesson
184(3)
Think About
187(1)
Quick Quotes
188(3)
PART III Putting It All Together
Hitting the Ground Running: Ready, Set, Go
191(6)
Being the Best You Can Be: The Total Package
197(6)
Quick Quotes
200(3)
Index 203

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