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 of Customer Service Training 101presents 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 * Developingtrust, 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.
Introduction
We are slowly coming out of the worst recession in more than a generation.
It is estimated that millions of businesses closed their doors.
Numerous others filed for bankruptcy protection. Experts acknowledge
that recovery will be very slow, which means that more businesses are
likely to close their doors.
With consumer confidence and customer loyalty at an all-time low,
providing exceptional customer service is no longer an added benefit; it
is a necessity. Customers who are not satisfied with the way they are treated
are jumping ship and taking their business elsewhere. Customer loyalty
can be your key to restoring consumer confidence, which can keep your
business afloat. Can you afford not to read this book? Think about it this
way: Giving your customers an exceptional experience will bring an
unexpected result: your customers become a marketing tool for your business.
Customers talk. When people hear good things about your business,
they are more likely to do business with you as well.
Whether you are reading this book for the first time or already own
the first edition, this new and improved version is your one-stop shop to
learn and teach how to give exceptional customer service.
In addition to being thoroughly revised and updated throughout, this
edition includes a new chapter:
Giving When Getting Is Not Expected: Self-Service Contacts explains
how to provide a great customer experience when your customers
least expect it.
Moreover, each chapter has been expanded to include:
The wrong way/right way to handle contacts.
Tips and topics for brainstorming discussions.
A new feature, Business NOT as Usual, that provides ideas
and tips for sustaining your business during tough times.
A revised Practice Lesson.
A new feature, Doing It Right!, that highlights a personal story.
A new feature, How Do I Measure Up?, that asks thought provoking
questions to help you analyze your skill level.
Every component of learning how to interact well with customers is
included:
Displaying courtesy and respect by making a great first impression,
speaking and acting appropriately, maintaining a positive attitude,
and acting ethically.
Communicating well by saying what you mean to say, projecting
proper body language, asking and answering questions correctly,
and listening carefully.
Building strong relationships by establishing a rapport, interacting
positively with customers, identifying needs, and finding the best
solution.
Handling customers skillfully in face-to-face, telephone, Web site,
and self-service settings.
Satisfying customers who are upset or difficult.
Customer service training benefits everyone involved. Your customers
will feel valued and appreciated. Your employees will gain more
job satisfaction, take personal responsibility for customers, and have pride
in knowing they are doing their best. You will become more customer
focused and seek out ways to continually improve. Your business will
experience increased efficiency and effectiveness.
Can you afford not to read this book? The answer is simple: Providing
great customer service costs much less, in dollars and sense, than providing
poor service. It costs more to gain new customers than it does to
maintain existing ones. Customers will be more loyal to your business
when you treat them well. This book provides you with the tools to make
the difference with your customers.
Finally, it is always cheaper and faster to do the job right the first
time. Satisfying an unhappy customer costs a lot more, both in dollars and
cents, than satisfying a customer on the first try. Reading this book will
show you how to do that.
Other versions by this Author
