Customer Service Management Training 101

Author : Renee Evenson
Publisher : AMACOM
Page : 240 pages
File Size : 45,8 Mb
Release : 2010-10-06
Category : Business & Economics
ISBN : 9780814416426

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Customer Service Training 101 by Renee Evenson Pdf

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

Author : Renee Evenson
Publisher : AMACOM
Page : 226 pages
File Size : 43,7 Mb
Release : 2011-09-14
Category : Business & Economics
ISBN : 9780814417164

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Customer Service Management Training 101 by Renee Evenson Pdf

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.

Author : Renee Evenson
Publisher : AMACOM
Page : 246 pages
File Size : 55,5 Mb
Release : 2017-12-14
Category : Business & Economics
ISBN : 9780814438923

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Customer Service Training 101 by Renee Evenson Pdf

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.

Author : Renée Evenson
Publisher : HarperChristian + ORM
Page : 303 pages
File Size : 47,5 Mb
Release : 2012-09-12
Category : Business & Economics
ISBN : 9780814420331

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Powerful Phrases for Effective Customer Service by Renée Evenson Pdf

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.

Author : Darryl S. Doane,Rose D. Sloat
Publisher : Human Resource Development
Page : 274 pages
File Size : 51,8 Mb
Release : 2003
Category : Customer services
ISBN : 0874257379

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50 Activities for Achieving Excellent Customer Service by Darryl S. Doane,Rose D. Sloat Pdf

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.

Author : Renee Evenson
Publisher : Bull'sEye Publishing
Page : 0 pages
File Size : 52,5 Mb
Release : 1997
Category : Consumer satisfaction
ISBN : 1890181005

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Customer Service 101 by Renee Evenson Pdf

"Modern philosophies to improve your relationships with your customers (and everyone else), in any situation."--Cover

Author : Don R. Crawley,Paul R. Senness
Publisher : Soundtraining Net
Page : 164 pages
File Size : 53,6 Mb
Release : 2011-05-05
Category : Computer industry
ISBN : 0983660700

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The Compassionate Geek by Don R. Crawley,Paul R. Senness Pdf

Note: There is a newer version of this book available. Please look up ISBN 978-0983660736. A real-world, plain-language how-to guide for delivering amazing customer service to end-users. Now in its second edition, The Compassionate Geek was written by tech people for tech people. There are no frills, just best practices and ideas that actually work! Filled with practical tips, best practices, and real-world techniques, The Compassionate Geek is a quick read with equally fast results. Here's what you'll find: Best practices for communicating with email, including examples The four intrinsic qualities of great service providers Best practices for communicating using chat and texting Ten tips for being a good listener Two practical ways to keep your emotions in check A flow chart for handling user calls What to do when the user is wrong How to work with the different generations in the workplace All of the information is presented in a straightforward style that you can understand and use right away. There's nothing "foo-foo," just down-to-earth tips and best practices learned from years of working with IT pros and end-users.

Author : Renee Evenson
Publisher : Bull'sEye Publishing
Page : 0 pages
File Size : 53,9 Mb
Release : 1997
Category : Consumer satisfaction
ISBN : 1890181013

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Customer Service 201 by Renee Evenson Pdf

Author : Renee Evenson
Publisher : AMACOM
Page : 242 pages
File Size : 53,7 Mb
Release : 2013-10-15
Category : Business & Economics
ISBN : 9780814432990

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Powerful Phrases for Dealing with Difficult People by Renee Evenson Pdf

How to Manage Work Relationships in a Constructive Way that Leads to Success. Learning how to maintain strong, harmonious work relationships is essential. Unfortunately, at some point in your career, you'll have to work with people whose personalities or habits make every interaction with them a trial. Communications expert Renee Evenson has written the definitive phrasebook on how to confront the situations that can arise when dealing with difficult personalities and bring about a positive outcome. Powerful Phrases for Dealing with Difficult People is packed with practical and easy-to-use tactics such as: 325 powerful phrases to communicate effectively, as well as powerful actions to take in support of those phrases. 30 common personality traits, behaviors, and workplace scenarios along with the phrases that work best with each. Nonverbal communication actions to back up your words. Sample dialogues that demonstrate how phrasing improves interactions. A five-step process for moving from conflict to resolution. "Why This Works" sections that provide detailed explanations. Often, an employee who can interact well with others and feels comfortable handling conflict will be promoted over an employee who possesses greater job or technical knowledge. From egotistical bosses to meeting monopolizers, you'll learn how to develop the skills to handle any type of conflict with anyone.

Author : Renee Evenson
Publisher : Amacom
Page : 0 pages
File Size : 54,6 Mb
Release : 2007
Category : Business & Economics
ISBN : 0814474543

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Award-winning Customer Service by Renee Evenson Pdf

"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.

Author : Robert W. Lucas
Publisher : McGraw Hill Professional
Page : 303 pages
File Size : 47,9 Mb
Release : 2011-06-17
Category : Business & Economics
ISBN : 9780071748544

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Please Every Customer: Delivering Stellar Customer Service Across Cultures by Robert W. Lucas Pdf

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.

Author : Renee Evenson
Publisher : AMACOM Div American Mgmt Assn
Page : 239 pages
File Size : 54,7 Mb
Release : 2011
Category : Business & Economics
ISBN : 9780814416419

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Customer Service Training 101 by Renee Evenson Pdf

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.

Author : V. Kumar,Werner Reinartz
Publisher : Springer
Page : 411 pages
File Size : 48,5 Mb
Release : 2018-05-15
Category : Business & Economics
ISBN : 9783662553817

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Customer Relationship Management by V. Kumar,Werner Reinartz Pdf

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.

Author : John Tschohl
Publisher : Best Sellers Publishing
Page : 388 pages
File Size : 48,6 Mb
Release : 1996
Category : Business & Economics
ISBN : 0963626841

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Achieving Excellence Through Customer Service by John Tschohl Pdf

Promotes the theory that superior customer service leads to a superior business organisation

Author : Alex Maccaw
Publisher : Alex Maccaw
Page : 302 pages
File Size : 50,8 Mb
Release : 2021-08-16
Category : Business & Economics
ISBN : 1737438704

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The Manager's Handbook by Alex Maccaw Pdf

This handbook is the practical guide to becoming a great manager. It covers all the major topics including hiring, coaching, feedback, one-on-ones, and decision making. It also covers some of softer, but equally important, topics like conflict resolution and mental health. Great management changes lives. In fact, it's one of the most single overlooked pieces of leverage in the world. Great managers are remembered like great teachers, inspirations who help others soar. That's why it's such a shame management training is so often overlooked. Successful individual-contributors are rewarded with a 'promotion' into management and then, more often than not, left to sink or swim. If you're a new manager, this book will shine a friendly light on the road ahead. And if you're an old dog, perhaps it'll teach you a trick or two. This handbook was written by Alex MacCaw and stress-tested at a company called Clearbit.