Out Service Training
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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 | : Pennsylvania. Department of Public Welfare. Bureau of Personnel |
Publisher | : |
Total Pages | : 20 |
Release | : 1968* |
Genre | : Employees |
ISBN | : |
Author | : Shep Hyken |
Publisher | : Greenleaf Book Group |
Total Pages | : 249 |
Release | : 2013-09-03 |
Genre | : Business & Economics |
ISBN | : 1626340102 |
You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business—in any market and any economy. Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top ten customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction. Through revealing stories from Ace’s over-the-top work with customers, Shep explores the five tactical areas of customer amazement: leadership, culture, one-on-one, competitive edge, and community. Delivering amazing service requires everyone in your organization to step up and be a leader. It doesn’t take a title. It takes the right set of tools and principles. To help you empower employees at all levels, Shep brings the content to a deeply practical level. His 52 Amazement Tools—like “Ask the extra question” and “Focus on the customer, not the money”—are simple, clear, useful for almost anybody, and supported with compelling research and stories. Between these covers, you will find the tools and tactics you need to transform your company into a seriously customer-focused operation that will amaze every customer every time.
Author | : Pennsylvania. Department of Community Affairs |
Publisher | : |
Total Pages | : 46 |
Release | : 1969 |
Genre | : Employees |
ISBN | : |
Author | : United States Civil Service Commission |
Publisher | : |
Total Pages | : 54 |
Release | : 1960 |
Genre | : Civil service |
ISBN | : |
Author | : Peggy Carlaw |
Publisher | : McGraw Hill Professional |
Total Pages | : 226 |
Release | : 1998-09-22 |
Genre | : Business & Economics |
ISBN | : 0071501827 |
Help your employees to excel in dealing with the public with this stimulating, fun-filled collection of customer service training games. Designed not only to teach important skills but also to spark enthusiasm and a high level of involvement in the participants, these games utilize entertaining and instructive techniques such as role-playing, charades, brainstorming, and debate. As a result of these exercises, employees will learn how to create a rapport with the customer, how to focus on the unique needs of individual customers, how to maintain a positive attitude, and more.
Author | : Maxine Kamin |
Publisher | : Routledge |
Total Pages | : 226 |
Release | : 2006 |
Genre | : Business & Economics |
ISBN | : 0750663634 |
A practical, hands-on road map to help the reader quickly develop training in customer service. It offers all the exercises, handouts, assessments, structured experiences and ready-to-use presentations needed to develop effective training sessions.
Author | : Jeff Toister |
Publisher | : |
Total Pages | : 168 |
Release | : 2018-09-05 |
Genre | : |
ISBN | : 9780692154144 |
Reinforce your customer service skills! The best customer service professionals know it takes consistent focus to serve customers at the highest level. Whether you want to deliver world-class customer service or just get back to the basics, Customer Service Tip of the Week is your resource for proven tips, ideas, and techniques. Thousands of customer service professionals from all around the world read the weekly Customer Service Tip of the Week email. Now you can get more than 52 of the most popular tips all in one book. Use these tips to build rapport, exceed customer expectations, and solve tough problems. Select tips by category, by specific challenge, or just go in order. Each tip includes a short explanation plus practical suggestions. Focus on one tip per week to sharpen your skills over time. Customer service leaders will find additional resources for sharing the tips with your team!
Author | : AWWA Staff |
Publisher | : American Water Works Association |
Total Pages | : 88 |
Release | : 2011-01-12 |
Genre | : Water utilities |
ISBN | : 1613000650 |
This manual serves as both a strategic training experience and a tool for achieving quality customer service at your water utility. Topics covered include communication strategies, automated technologies, complaint resolution, managing conflict, and more. It's informative and easy to understand format allow for quick results.
Author | : Sheryl Ann Larson |
Publisher | : Brookes Publishing Company |
Total Pages | : 420 |
Release | : 2005 |
Genre | : Business & Economics |
ISBN | : |
This book provides practical strategies for managers and supervisors of human services agencies to use in assessing and successfully addressing workforce challenges. Each strategy is described with detailed instructions about how to assess the strategy, develop an intervention plan, and evaluate its effectiveness. Chapters also discuss how and why each strategy should be used. The book includes worksheets, forms, flow charts, and examples of how successful agencies have used these strategies.