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

~ (Author) "What is happening to customer service?..." (more)
Key Phrases: display empathy, exceptional customer service, customer service training, Saying Goodbye, Bob's Electronic Store, Dave Benjamin (more...)

Editorial Reviews

Review

In this book,the author offers an easy-to-read guide that helps you get your employees in shape to handle any situation. -- Small Business Opportunities

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

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Product Details

• Paperback: 224 pages
• Publisher: AMACOM; 1 edition (September 2, 2005)
• Language: English
• ISBN-10: 0814472907
• ISBN-13: 978-0814472903
• Product Dimensions: 9.1 x 7.2 x 0.7 inches
• Shipping Weight: 12.8 ounces (View shipping rates and policies)
• Average Customer Review: 4.4 out of 5 stars  See all reviews (11 customer reviews)
• Amazon.com Sales Rank: #61,269 in Books (See Bestsellers in Books)

  Popular in these categories: (What's this?)

  #51 in	Books > Business & Investing > Management & Leadership > Training
  #75 in	Books > Business & Investing > Industries & Professions > Customer Service

Customer Reviews

Most Helpful Customer Reviews

8 of 8 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)

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!

2 of 2 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)

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.

2 of 2 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 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.