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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, for you nothing should be more important than arming these essential employees with the knowledge and skills they need to find the best solution for each and every customer.Whether you're a manager, owner, or employee, Customer Service Training 101 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. The completely revised and updated third edition addresses every aspect of face-to-face, phone, online, social media, and self-service interactions. Using scenarios, guidelines, and practice exercises, this all-encompassing resource will train them in:� Creating positive first impressions� Speaking and writing effectively� Listening attentively� Identifying needs� Making customers feel valued� Confidently handling customer complaints� And moreYour 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.
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