Customer Service Training 101: Qquick and Easy Techniques That Get Great Results

by Renée Evenson

Book Overview

Good customer service is a given for any company that wants to survive in an ultra-competitive business landscape. But the truly dominant companies in any industry have taken their service programs to new heights, providing truly exceptional customer experiences that build loyalty, create genuine relationships, and generate unparalleled word-of-mouth marketing.

How do they do it? How can you do it? Customer Service Training 101 shows you...

• Format: Paperback
• Language: English
• ISBN: 0814416411
• ISBN13: 9780814416419
• Release Date: October 2010
• Publisher: Thomas Nelson
• Length: 230 Pages
• Weight: 1.15 lbs.
• Dimensions: 0.6" x 7.3" x 9.3"
• Age Range: 18 years and up
• Grade Range: Postsecondary and higher

Customer Reviews

Great Primer

I am new to the Customer Service arena and I found this book to be very useful. The information goes beyond the common sense approach to customer service (treat people the way you want to be treated). It is a training manual for those who what to learn about cusomer service or to use to teach others customer service. It also includes checklists and worksheets you can use to train customer service. It is easy to read and very interesting, meaning it wasn't written like a text book. As I said, I am new to customer service and I found the book very helpful to me. This was my first customer service book I read, and I have since read a couple more books and they essentially say the same things as Customer Service Training 101. I have been recommending this book to others as a good customer service primer.

Customer Satisfaction

Renee Evenson's first two books ("Customer Service 101: Basic Lessons To Be Your Best" and "Customer Service 201: Managing Your People To Be Their Best")were invaluable in training our information desk staff how to meet and greet the public. The two books contain a wealth of practical, good-sense suggestions and information about how to provide exceptional customer service. "Customer Service Training 101" covers much of the same ground, but is presented in a format that enables a trainer to effectively and efficiently teach employees the customer care concepts necessary to "get great results." Evenson covers everything from communication and ethical issues to relationship building, difficult customer contacts, and e-commerce. "Customer Service Training 101" is the best and most thorough publication on the subject of customer care that I've encountered to-date. The book is packed with valuable information. In each chapter, Evenson includes general information on the topic at hand, presents a brief scenario of a situation not handled well, outlines the key points covered in the chapter and explains each point in depth, step-by-step. She follows that up with a scenario where the situation is handled correctly, a summary of key points and steps, an interactive training lesson, and excellent "quick quotations for memory joggers." Tips and topics for group brainstorming sessions are also included. The book is well-written, thorough, and easy to understand. If you've been searching for the definitive work on customer service, search no more. This is it!

Is your Customer Service World Class?

Imagine your company's reputation as having World Class customer service! Sound good? I have been in the customer service industry for 26 years and this book is your answer. It has excellent tips to get your employees the help they need to be World Class. The steps are easy, fun, practical and valuable. You will see immediate changes in your employees. No expense on professional trainers, the book has it all. This is the first customer service help book that hit the BULLSEYE!

Great read!

This book is easy to read, easy to implement and addresses critical customer service training areas. It covers everything from how to make a great impression and communicate effectively to how to handle difficult customers. Great read for anyone in the customer service field.

Great Customer Selling Book.

If you need real customer service tips and ideas, get this book, today! Best customer service book I've read in years.