Download Customer Service Training 101: Quick and Easy Techniques That Get Great Results, Third Edition AudioBook Free
Employees aren't just leading line of any business. To customers, they are the business. Nothing is more important than arming these essential employees with the data they have to find a very good solution for every and every customer. Whether you're a manager, owner, or employee, Customer Service Training 101 gets you up to speed fast. The completely revised and updated third edition addresses every part of face-to-face, cellphone, online, social advertising, and self-service interactions. Using scenarios, guidelines, and practice exercises, this motivating training manual explains what things to say and do, what things to avoid, and just why interactions go astray. Assessments and good examples help you:
- Create positive first impressions
- Speak and write effectively
- Pay attention attentively
- Identify needs
- Develop trust, establish rapport, and make customers feel respected
- Connect with people in person, on the phone, or via email or social media
- Confidently manage customer complaints
- And more
