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Customer Service Management Training 101
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Book Synopsis Customer Service Training 101 by : Renee Evenson
Download or read book Customer Service Training 101 written by Renee Evenson and published by AMACOM Div American Mgmt Assn. This book was released on 2011 with total page 239 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 ofCustomer 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 * Confidently handling difficult customers and situations New features include "How Do I Measure Up?" self-assessments, and "Doing It Right" examples from the author's extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is augmented with instructive sidebars, a summary of key points, practice exercises, and so much more.
Book Synopsis Customer Service Management Training 101 by : Renee Evenson
Download or read book Customer Service Management Training 101 written by Renee Evenson and published by AMACOM Div American Mgmt Assn. This book was released on 2011 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: Becoming a great customer service manager requires a mastery of skills beyond those needed by frontline employees. Filled with the same accessible, step-by-step guidance as Customer Service Training 101, this user-friendly book shows readers how to develop the skills they need to communicate, lead, train, motivate, and manage those employees responsible for customer satisfaction. Designed for new managers and veterans alike, Customer Service Management Training 101 covers essential topics, including: Planning and goal setting * Time management * Team development * Conflict resolution * Providing feedback * Monitoring performance * Conducting meetings * Managing challenges * Listening * Verbal, nonverbal, and written communication. Readers will learn to identify their personal management style, develop core leadership qualities, and efficiently focus on their own development as managers. Packed with checklists, "real world" practice lessons, and examples of the right and wrong ways to do things, this is the one book every customer service manager needs to thrive.
Book Synopsis Powerful Phrases for Effective Customer Service by : Renée Evenson
Download or read book Powerful Phrases for Effective Customer Service written by Renée Evenson and published by HarperChristian + ORM. This book was released on 2012-09-12 with total page 303 pages. Available in PDF, EPUB and Kindle. Book excerpt: Dealing with customers isn't easy, they aren't always right or even pleasant. Business author Renée Evenson ensures you’ll always have the right words to defuse tense interactions. Practical and insightful, this book ensures you’ll never again be at a loss for what to say to customers. In Powerful Phrases for Effective Customer Service, she covers 30 challenging customer behaviors and 20 common employee-caused negative encounters to teach you: how to assess circumstances, choose one of many appropriate responses, and confidently and consistently deliver customer satisfaction. Helpful sample scenarios and tangible instructions bring the phrases to life, while detailed explanations bolster your confidence so that you’ll have the right words as tools at your disposal and the skills to deliver those words effectively. By incorporating language that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation, you’ll not only be capable of overcoming obstacles--you’ll strengthen all facets of your customer service.
Book Synopsis Customer Service Training 101 by : Renee Evenson
Download or read book Customer Service Training 101 written by Renee Evenson and published by AMACOM. This book was released on 2017-12-14 with total page 246 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis Customer Service 101 by : Renee Evenson
Download or read book Customer Service 101 written by Renee Evenson and published by Bull'sEye Publishing. This book was released on 1997 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Modern philosophies to improve your relationships with your customers (and everyone else), in any situation."--Cover
Book Synopsis 50 Activities for Achieving Excellent Customer Service by : Darryl S. Doane
Download or read book 50 Activities for Achieving Excellent Customer Service written by Darryl S. Doane and published by Human Resource Development. This book was released on 2003 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: Increase the creativity and skill level of customer service representatives, demonstrate what excellent customer service is, provide insights and practice to improve customer service, develop your own organization's bank of customer service learning situations.
Book Synopsis Award-winning Customer Service by : Renee Evenson
Download or read book Award-winning Customer Service written by Renee Evenson and published by Amacom. This book was released on 2007 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Award-Winning Customer Service" offers scores of quick tips for readers looking to improve and then maintain their company's level of customer service. The book is filled with practical advice on planning and goal-setting, effective communication, leadership, and other topics.
Book Synopsis Customer Service Management Training 101 by : Renee Evenson
Download or read book Customer Service Management Training 101 written by Renee Evenson and published by AMACOM. This book was released on 2011-09-14 with total page 226 pages. Available in PDF, EPUB and Kindle. Book excerpt: Becoming a great customer service manager requires an intentional focus on skills beyond those required for exemplary customer service. Building off the success of her book Customer Service Management Training 101, author Renée Evenson shows readers what it takes to advance to the next stage in their careers--focusing on their development as managers. Filled with the same accessible, step-by-step guidance as its predecessor, this book teaches readers how to identify their personal management style and develop the core leadership qualities needed to communicate with, lead, train, motivate, and manage those employees responsible for customer satisfaction. Designed for new managers and veterans alike, Customer Service Management Training 101 covers essential topics, including: planning and goal setting, time management, team development, conflict resolution, providing feedback, listening to your employees, monitoring performance, conducting meetings, and managing challenges.Packed with checklists, practice lessons inspired by real-world scenarios, and detailed examples and explanations of the right and wrong ways to do things, this handy resource is the start and finish of everything customer service managers need to know to thrive.
Book Synopsis The Customer Service Survival Kit by : Richard Gallagher
Download or read book The Customer Service Survival Kit written by Richard Gallagher and published by AMACOM. This book was released on 2013-03-20 with total page 209 pages. Available in PDF, EPUB and Kindle. Book excerpt: Issues with customers can send even the most seasoned service professionals into red alert. Discover how to effectively communicate your way out of any difficult spot. By providing clear techniques, behavioral science insights, case studies, situation-specific advice, and actionable practice exercises, workplace communication expert Richard Gallagher has created a resource that can help anyone master the delicate art of communication. In The?Customer Service Survival Kit, you’ll find tangible tips and tricks to help you discover: how to lean into criticism, how to avoid trigger phrases that can make bad situations worse, the secret to helping people feel heard, how to safely deliver bad news, and how to become immune to intimidation--among many other skills. The Customer Service Survival Kit recognizes that the worst customer situations demand more of front-line employees than good intentions and the right attitude. With the help of these valuable insights, lessons, and indispensable problem-solving tools, your organization holds the key to radically improving its customer service reputation.
Book Synopsis Customer Service 201 by : Renee Evenson
Download or read book Customer Service 201 written by Renee Evenson and published by Bull'sEye Publishing. This book was released on 1997 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Time Management Training by : Lisa J. Downs
Download or read book Time Management Training written by Lisa J. Downs and published by Association for Talent Development. This book was released on 2016-10-24 with total page 335 pages. Available in PDF, EPUB and Kindle. Book excerpt: Empower workshop participants to reclaim their time. Kitchen fire or time waster? The inability to differentiate robs us of precious time and well-being. Master trainer Lisa Downs has developed a collection of complete workshops and tools you’ll need to conduct effective two-day, one-day, and half-day time management workshop programs that teach how to reclaim time and productivity. Empower workshop participants to strategically manage procrastination, negotiate priorities, and exercise control over how they spend their time by helping them develop their time management and productivity skills. Complete with effective training methodologies, this book helps you accelerate learning and leverage technology for maximum efficiency. Workshop programs found in this volume make planning easy and can be tailored for the unique needs of your organization. Supplemental resources are available online and include downloadable and customizable presentation slides, handouts, assessments, and tools.
Book Synopsis Award Winning Customer Service by : Renee Evenson
Download or read book Award Winning Customer Service written by Renee Evenson and published by AMACOM. This book was released on 2007-08-29 with total page 224 pages. Available in PDF, EPUB and Kindle. Book excerpt: Delivering top-of-the-line customer service is Job #1 for most companies, an important factor in keeping profits high and customers coming back. Customer service problems can damage not just a company’s reputation but its bottom line, so for busy managers -- and business owners with little time to search for solutions -- some fast help is needed. Award-Winning Customer Service offers scores of quick tips for readers looking to improve and then maintain their company’s level of customer service. The book is chock full of practical advice on important topics such as: * planning and goal setting * effective communication * leadership * preparing for change * continual learning * coaching and development * effective feedback * motivational and problem-solving meetings * conflict resolution * follow-up and staying on top of the game * and more. Containing 101 effective tips in all, unique "When this happens, try this" sections, and encouraging quotes, this is an essential reference for anyone who needs guidance or just a refresher on making customers feel truly valued.
Book Synopsis Irreplaceable Service Manager by : Chris Collins
Download or read book Irreplaceable Service Manager written by Chris Collins and published by . This book was released on 2019-10 with total page 170 pages. Available in PDF, EPUB and Kindle. Book excerpt: When your service department is struggling to reach its goals and management is breathing down your neck, who can you turn to for help? In The Irreplaceable Service Manager, Chris Collins provides you with the roadmap to exponentially improve your service department performance in 90 days or less. From maximizing Fixed Absorption and Customer Retention to optimizing Time Management and Labor Rates, Chris's methods have proven to assist service managers determined to boost their service department results. A sought-after dealership consultant and management expert, Chris offers a platform for action that helps service advisors and managers improve department operations by: Recruiting a team of bulldogs who can make customers happy and ROI numbers soar Utilizing his secrets to increase and maintain a high CSI level Holding people responsible for their jobs to effectively impact time management This book includes hundreds more tips and tricks that will enable you to transform your service department into a well-oiled, lucrative machine - while at the same time making you an Irreplaceable Service Manager.
Download or read book Bipolar 101 written by Ruth C. White and published by New Harbinger Publications. This book was released on 2009-02-01 with total page 258 pages. Available in PDF, EPUB and Kindle. Book excerpt: After receiving a bipolar diagnosis, you need clear answers. Bipolar 101 is a straightforward guide to understanding bipolar disorder. It includes all the information you need to control your symptoms and live better. Authored by both a psychologist and a mental health expert who has bipolar disorder herself, this pocket guide is the only book on bipolar disorder you'll ever need.
Book Synopsis Customer Relationship Management by : V. Kumar
Download or read book Customer Relationship Management written by V. Kumar and published by Springer. This book was released on 2018-05-15 with total page 422 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book presents an extensive discussion of the strategic and tactical aspects of customer relationship management as we know it today. It helps readers obtain a comprehensive grasp of CRM strategy, concepts and tools and provides all the necessary steps in managing profitable customer relationships. Throughout, the book stresses a clear understanding of economic customer value as the guiding concept for marketing decisions. Exhaustive case studies, mini cases and real-world illustrations under the title “CRM at Work” all ensure that the material is both highly accessible and applicable, and help to address key managerial issues, stimulate thinking, and encourage problem solving. The book is a comprehensive and up-to-date learning companion for advanced undergraduate students, master's degree students, and executives who want a detailed and conceptually sound insight into the field of CRM. The new edition provides an updated perspective on the latest research results and incorporates the impact of the digital transformation on the CRM domain.
Book Synopsis Please Every Customer: Delivering Stellar Customer Service Across Cultures by : Robert W. Lucas
Download or read book Please Every Customer: Delivering Stellar Customer Service Across Cultures written by Robert W. Lucas and published by McGraw Hill Professional. This book was released on 2011-06-17 with total page 303 pages. Available in PDF, EPUB and Kindle. Book excerpt: Deliver Valuable Service to a New World of Customers As the economy globalizes, customers are becoming more and more diverse making your job harder than ever. Regardless of differences in values, age, abilities, and other factors, the pressure is on to deliver exceptional customer service every step of the way. Help is here. Please Every Customer provides key information about how people of different cultures and groups communicate, view relationships, and value time—so you can provide the best service for each of your customer’s needs and expectations. Whatever the nationality, age, or gender of your customer, Please Every Customer gives you the tools to: Overcome differences in language Recognize and accommodate customer needs Make positive first impressions Avoid stereotypes Gain trust Listen “actively” Identify crucial nonverbal cues The age-old customer-service maxim “the customer is always right” isn’t enough anymore. Use Please Every Customer as your road map to navigate the new world of customer service.
Book Synopsis Achieving Excellence Through Customer Service by : John Tschohl
Download or read book Achieving Excellence Through Customer Service written by John Tschohl and published by Best Sellers Publishing. This book was released on 1996 with total page 388 pages. Available in PDF, EPUB and Kindle. Book excerpt: Promotes the theory that superior customer service leads to a superior business organisation
