Customer Service Training 101: Quick and Easy Techniques That Get Great Results - Couverture souple

Evenson, Renée

 
9780814416419: Customer Service Training 101: Quick and Easy Techniques That Get Great Results
Couverture souple
ISBN 10 : 0814416411 ISBN 13 : 9780814416419
Editeur : Amacom, 2010

Synopsis

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
  • 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 aug mented with instructive sidebars, a summary of key points, practice exercises, and so much more.

Les informations fournies dans la section « Synopsis » peuvent faire référence à une autre édition de ce titre.

À propos de l?auteur

ANDREW J. SHERMAN is a partner in the Washington, D.C., office of Jones Day and an internationally recognized authority on the legal and strategic issues of emerging and established companies. He has been interviewed by The Wall Street Journal, USA Today, Forbes, Time, and other publications, and is the author of Raising Capital (978-0-8144-0856-8).

Les informations fournies dans la section « A propos du livre » peuvent faire référence à une autre édition de ce titre.

Éditeur
Amacom
Date d'édition
2010
Langue
anglais
ISBN 10 
0814416411
ISBN 13 
9780814416419
Reliure
Broché
Numéro d'édition
2
Nombre de pages
224
Coordonnées du fabricant
non disponible
Personne responsable
non disponible