Regular marked price: $21.95Discount Price: $14.93
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Type of bind: Paperback
Dewey Decimal Number: 658.812
EAN num: 9780814472903
ISBN number: 0814472907
Label: AMACOM
Manufacturer: AMACOM
Quantity: 1
Page Count: 224
Printing Date: September 02, 2005
Publishing house: AMACOM
Sale Popularity Level: 41071
Studio: AMACOM
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Editor's Notes and Comments:
Product Description:
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 very 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.
User popularity level:
Rated by buyers 
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This is a quick easy to read book. I was able to implement some of the games into a Customer Service presentation and the class really enjoyed the games. I highly recommend the book.
Rated by buyers 
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I found the book very interesting. This is a good book for someone very first going into Customer Service
Rated by buyers 
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This book is very basic, providing very simple ideas regarding customer service. It has good topics, but the actual training materials are fairly boring and unengaging. In general, I would use it only for retail type business applications, and then only as a guide, not as your main resource.
Rated by buyers -
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 very 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.
Rated by buyers -
Renee Evenson's very 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!
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