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.

About the Author
REN'E EVENSON is a small-business consultant specializing in workplace communication and conflict resolution strategies. She is the author of several books, including Powerful Phrases for Effective Customer Service and Customer Service Training 101.


Book Information
ISBN 9780814438916
Author Renee Evenson
Format Paperback
Page Count 240
Imprint Amacom
Publisher HarperCollins Focus
Weight(grams) 421g
Dimensions(mm) 234mm * 189mm * 15mm