Customer Service Training 101 2nd Edition
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| Author | : Renee Evenson |
| Publisher | : AMACOM Div American Mgmt Assn |
| Total Pages | : 239 |
| Release | : 2011 |
| Genre | : Business & Economics |
| ISBN | : 0814416411 |
Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition ofCustomer Service Training 101 presents proven techniques for creating unforgettable customer experiences. The book covers every aspect of face-to-face, phone, Internet, and self-service customer relations, and provides simple yet powerful tips for: * Projecting a positive attitude and making a great first impression * Communicating effectively, both verbally and nonverbally * Developing trust, establishing rapport, and making customers feel valued * Confidently handling difficult customers and situations New features include "How Do I Measure Up?" self-assessments, and "Doing It Right" examples from the author's extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is augmented with instructive sidebars, a summary of key points, practice exercises, and so much more.
| Author | : Renee Evenson |
| Publisher | : AMACOM |
| Total Pages | : 246 |
| Release | : 2017-12-14 |
| Genre | : Business & Economics |
| ISBN | : 081443892X |
This invaluable resource 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. 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, nothing is more important than arming them with the knowledge and skills they need to find the best solution for every customer. Using scenarios, guidelines, and practice exercises, Customer Service Training 101 will train them in: Creating positive first impressions Speaking and writing effectively Listening attentively Identifying needs Making customers feel valued Confidently handling customer complaints Your 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.
| Author | : Robert Bacal |
| Publisher | : McGraw Hill Professional |
| Total Pages | : 240 |
| Release | : 2005-01-20 |
| Genre | : Business & Economics |
| ISBN | : 0071465111 |
Tools for pleasing even the most demanding customers A satisfied customer is a loyal customer, and in today's supercompetitive business economy few things are as crucial to a company's bottom line as the quality of its customer service. This latest title in the popular Perfect Phrases series is just the thing for customer service employees and those who train and manage them. Perfect Phrases for Customer Service gets you quickly up and running with everything you need to keep customers happy and loyal, including: Clear explanations of the reasons for difficult customer behaviors Proven tools and techniques for successfully handling even the most cantankerous customers 101 dialogues and scripts organized according to types of difficult behaviors, usable as is or as part of a training program, and easily tailored to any industry and company culture For more information, visit www.customerservicezone.com
| Author | : Michael A. Gray M.A.E.D |
| Publisher | : Xlibris Corporation |
| Total Pages | : 129 |
| Release | : 2016-12-19 |
| Genre | : Self-Help |
| ISBN | : 1524560545 |
Your knowledge of police ethics or lack thereof determines your experience! Every sworn officer knows, or at least should know by now, that they live in a glass jar. Friends, relatives, neighbors, and strangers watch every move that law enforcement officers make both on and off duty. The fact is that the public scrutinizes police officers more than most other professions either because theyre cynical or hope to catch them screwing up or because theyre hopeful and are looking for a good example and a strong leader. In either case, its up to the officer or civil service worker to be above reproach in both his public and private life. The major difference between most sworn officers or civil service workers and extremely successful officers or civil workers is the gap between what they know and what they do. Both groups have about the same knowledge base. Extremely successful officers and civil service works are just better at doing what they should be doing. I worked as a special deputy sheriff early in my young life, and there were times I lost my temper to the point where I wanted to cross ethical boundaries. I wrote this powerful, high-impact workbook to help fellow officers by educating them in police ethics so that they wont become a victim of poor decision-making, placed in the limelight of shame, and made the poster child for law enforcement ethical dilemmas. Using this ethical workbook in your organization will show your employees youre serious about their professional growth and achieving critical ethical goals and objectives. This ethics in law enforcement workbook allows you to train entire police departments for less than the cost of traditional public seminars or other training options. Give your officers and civil service workers the skills, knowledge, and confidence they need to meet tough workplace challenges while on patrol or while working in a civil service position. This workbook will help them realize their full potential and perform at their peak and provide them with the tips and techniques they will need to stay calm and productive in any situation.
| Author | : Lee E. Brown |
| Publisher | : Human Kinetics |
| Total Pages | : 380 |
| Release | : 2007 |
| Genre | : Education |
| ISBN | : 9780736060592 |
"Suitable for newcomers to strength training, as well as those looking to fine-tune an existing programme, this text provides a range of flexible programme options and exercises using machines, free weights and other apparatus to customise training to suit personal preferences."--Publisher.
| Author | : Wendy Connick |
| Publisher | : Adams Media |
| Total Pages | : 256 |
| Release | : 2019-09-17 |
| Genre | : Business & Economics |
| ISBN | : 1507211031 |
Learn the ins and outs of sales techniques with this comprehensive and accessible guide that is the crash course in how to sell anything. Sometimes, it seems like learning a new skill is impossible. But whether you are interested in pursuing a full-times sales career, want to make extra money with sales as a side hustle, or are just looking to turn your hobby into a business, everyone can benefit from knowing how to sell. With Sales 101 you can start selling now. This clear and comprehensive guide is perfect for those who are just starting out in the sales field. Presented with a casual and an easy-to-understand tone, it gives you the information and training you need to get started. Sales 101 teaches the basic sales philosophies and tactics that have been successful for centuries, along with newer, more up-to-date information about using the internet and social media to find leads and increase your customer base. Whether you need guidance in making a presentation or closing a deal to handling rejection or managing your time, Sales 101 shares the best advice and solutions to prepare you for a career in the sales field.
| Author | : Michael A. Gray M.A.Ed. |
| Publisher | : Xlibris Corporation |
| Total Pages | : 87 |
| Release | : 2015-05-16 |
| Genre | : Self-Help |
| ISBN | : 1503571076 |
Your knowledge of police ethics or lack thereof determines your experience! Every sworn officer knows, or at least should know by now, that they live in a glass jar. Friends, relatives, neighbors, and strangers watch every move law enforcement officers make both on and off duty. The fact is that the public scrutinizes police officers more than most other professions, either because theyre cynical or hope to catch them screwing up or because they're hopeful and are looking for a good example and a strong leader. In either case, it's up to the officer or civil service worker to be above reproach in both his public and private life. The major difference between most sworn officers or civil service workers and extremely successful officers or civil workers is the gap between what they know and what they do. Both groups have about the same knowledge base. Extremely successful officers and civil service works are just better at doing what they should be doing. I worked as a special deputy sheriff early in my young life, and there were times I lost my temper to the point where I wanted to cross ethical boundaries. I wrote this powerful, high-impact workbook to help fellow officers by educating them in police ethics so that they wont become a victim of poor decision making, placed in the lime light of shame, and made the poster child for law enforcement ethical dilemmas. Using this ethical workbook in your organization will show your employees youre serious about their professional growth and achieving critical ethical goals and objectives. This ethics in law enforcement workbook allows you to train entire police departments for less than the cost of traditional public seminars or other training options. Give your officers and civil service workers the skills, knowledge, and confidence they need to meet tough workplace challenges while on patrol or while working in a civil service position. This workbook will help them realize their full potential and perform at their peak, provide them with the tips and techniques they will need to stay calm and productive in any situation.
| Author | : Beth Seltzer, MD, MPH |
| Publisher | : Springer Publishing Company |
| Total Pages | : 383 |
| Release | : 2010-09-28 |
| Genre | : Medical |
| ISBN | : 0826117694 |
"First rate advice."--APHA What sort of training do you need to work in public health? What kinds of jobs are out there right now? And what exactly is an epidemiologist, anyway? Answering these questions and more, this career guide provides an overview of the numerous options in public health and the many different roads to get there. Whether you're a student who wants to launch a career or a professional looking to change careers, this guide offers an easy introduction to the field. It details the training, salary ranges, and degree requirements for each job, and alerts readers to alternative pathways beyond the traditional MPH. 101 Careers in Public Health helps you follow your interests, find the right job, and make a difference. Key Features Includes a detailed guide to educational paths, options, and training requirements at the bachelor's, master's, and PhD levels Offers guidance on navigating the job market, with information on both traditional and nontraditional pathways-and tips on landing the job you want Provides descriptions of careers in disease prevention, environmental health, disaster preparedness, nutrition, education, public safety, and many more Includes interviews with public health professionals who offer details of their day-to-day lives on the job
| Author | : Linda Eve Diamond |
| Publisher | : McGraw-Hill Education |
| Total Pages | : 0 |
| Release | : 2008-09-05 |
| Genre | : Business & Economics |
| ISBN | : 9780071485654 |
The average manager doesn't have time to take classes or read lengthy volumes on managing techniques. Instead, you need to know right now what to say to coach and motivate your employees. With hundreds of ready-to-use phrases you can use in a wide variety of situations, The Complete Book of Perfect Phrases for Managers is the ultimate reference for motivating, managing, and growing employees.
| Author | : Jonathan M. Bowman |
| Publisher | : SAGE Publications |
| Total Pages | : 283 |
| Release | : 2024-07-09 |
| Genre | : Language Arts & Disciplines |
| ISBN | : 1071877321 |
Nonverbal Communication: An Applied Approach, Second Edition teaches students the fundamentals of nonverbal communication in a way that helps them see the connections between the principles they learn and the everyday communication they perform and interpret. Nonverbal Communication: An Applied Approach has taken a narrative style and applied approach that is informed by the important theories and research-driven knowledge of this interdisciplinary area of study. This approach encourages students to understand the relevancy of nonverbal codes right away, instead of waiting until the second half of the course to explore applications. Author Jonathan Bowman also brings in a unique focus on diversity and social justice, demonstrating how nonverbal communication shapes and molds how we interact in a diverse society. The Second Edition includes updated examples, a new Upgrade feature box examining the impact of digital experiences across the course of the lifespan, and updated key terms, guiding and closing questions, citations, photos, and figures.
