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

Renee Evenson (Author)

Book Description

Publication Date: September 2, 2005

Busy managers and customer service instructors in charge of training their customer service employees will find powerful tools and advice in "Customer Service Training 101". This inspiring, comprehensive training manual offers readers an easy-to-implement approach for equipping their people with the skills they need to excel in this important role. This book addresses important customer service areas including: making a good first impression projecting a positive attitude developing trust, establishing rapport, and making customers feel valued confidently handling 'difficult' customers and situations interacting effectively face-to-face, and via telephone and e-mail.

Editorial Reviews

Review

"The professionalism and enthusiasm of your frontline employees reflects directly on your small business. In this book, the author offers an easy-to-read guide that helps you get your employees in shape to handle any situation. There are interactive lessons that can be adapted for any type of business and for any type of employee trainee. It’s a nice book for biz owners or managers and will help motivate your people and equip them with customer service tools...If you don’t have the time to create your own comprehensive training program, just pick up this book." -- SMALL BUSINESS OPPORTUNITIES

"... great resource for beginners looking to save both time and money while providing their employees with the training they need.”

-Niche Magazine

Book Description

If the true face of any organization is its customer service people, then nothing is more important than the training of these crucial employees. Customer Service Training 101 is a comprehensive yet easy to read and easy to implement guide that helps you prepare front-line employees for any situation.

Filled with step-by-step, interactive lessons that can be adapted for any business and for learners of any experience level, Customer Service Training 101 gives you proven, practical techniques for addressing important customer service topics, enabling your employees to:

* Project a positive attitude and make a great first impression

* Communicate effectively, both verbally and nonverbally

* Develop trust, establish rapport, and make customers feel valued

* Confidently handle ""difficult"" customers and situations

* Interact effectively face-to-face, and via telephone and e-mail

Whether you're running a traditional training program or working a training component into your daily routine, you'll be able to quickly and easily tailor the material for your specific needs. The book allows you to instill a sense of pride, caring, teamwork, and cooperation into any service operation, while increasing overall productivity, efficiency, and effectiveness. The lessons allow you to get trainees involved by personalizing specific customer scenarios, while handy discussion topics can be used for follow-up sessions. Each chapter includes helpful, illustrative anecdotes and a listing of key points. And a bonus section provides useful tips for making the most of training sessions.

Customer Service Training 101 saves you the time of creating your own comprehensive training program, and enables you to provide the kind of fun and effective training that results in knowledgeable and confident employees. Packed with powerful, proven tools, ideas, and techniques, this inspiring training guide will pave the way to outstanding customer service.

See all Editorial Reviews

Product Details

• Reading level: Ages 17 and up
  
• Paperback: 224 pages
• Publisher: AMACOM; 1 edition (September 2, 2005)
• Language: English
• ISBN-10: 0814472907
• ISBN-13: 978-0814472903
• Product Dimensions: 9 x 7.4 x 0.7 inches
• Shipping Weight: 12.8 ounces
• Average Customer Review: 4.2 out of 5 stars  See all reviews (13 customer reviews)
• Amazon Best Sellers Rank: #349,649 in Books (See Top 100 in Books)

More About the Author

I've had the opportunity to live in some great places. I grew up in Chicago, lived in Boca Raton, Florida, Hunterdon County, New Jersey, and I now live on beautiful Saint Simons Island off the coast of Georgia.

I began my writing career after leaving Corporate Management behind when we moved from Florida to New Jersey. My experience in technical writing coupled with my desire to help people pointed me in the direction of writing about management/employee/customer relations.

I begin each morning (pretty early) by grabbing a cup of coffee and heading into my home office to write. Early mornings are my best and most creative writing times. I write anywhere from two to five hours a day. In addition to writing, I am a small business consultant specializing in employee/customer/management relationships. I also coordinate self-publishing projects for authors.

No matter which hat I'm wearing (or have worn) I enjoy helping others whether it be through my writing, consulting, or coordinating projects. My philosophy is that whatever your career, if you focus on the aspects of your job that you find most fulfilling, you will enjoy whatever you do. Every job has its ups and downs and if you focus on the positives it's easier to move beyond the negatives.

Customer Reviews

Most Helpful Customer Reviews

10 of 10 people found the following review helpful:

5.0 out of 5 stars Customer Satisfaction, September 15, 2005

By 

R. Adams (Minneapolis, MN) - See all my reviews
(REAL NAME)   

This review is from: Customer Service Training 101: Quick and Easy Techniques That Get Great Results (Paperback)

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!

5 of 5 people found the following review helpful:

5.0 out of 5 stars Great Primer, February 15, 2007

By 

W. Coder "Bill" (Louisville, KY, USA) - See all my reviews
(REAL NAME)   

This review is from: Customer Service Training 101: Quick and Easy Techniques That Get Great Results (Paperback)

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.

3 of 3 people found the following review helpful:

5.0 out of 5 stars Great read!, August 24, 2005

By 

Cindy J (Pittstown, NJ USA) - See all my reviews

This review is from: Customer Service Training 101: Quick and Easy Techniques That Get Great Results (Paperback)

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.