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

by Renée Evenson

Book Overview

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... This description may be from another edition of this product.

• Format: Paperback
• Language: English
• ISBN: 0814472907
• ISBN13: 9780814472903
• Release Date: September 2005
• Publisher: AMACOM/American Management Association
• Length: 207 Pages
• Weight: 1.00 lbs.
• Dimensions: 0.7" x 7.4" x 9.0"
• Age Range: 17 years and up
• Grade Range: Grade 12 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.