About this item
Employees aren't just the front line of any business. To customers, they are the business. Nothing is more important than arming these essential employees with the knowledge they need to find the best solution for each and every customer. Whether you're a manager, owner, or employee, Customer Service Training 101 gets you up to speed fast. 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 inspiring training manual explains what to say and do, what to avoid, and why interactions go astray. Assessments and examples help you: Create positive first impressions - Speak and write effectively - Listen attentively - Identify needs - Develop trust, establish rapport, and make customers feel valued - Connect with people in person, on the phone, or via email or social media - Confidently handle customer complaints - And more Customer service skills are essential to the success of your company.
About the Author
My passion is writing about the 3 Cs: Communication, Conflict Resolution, and Customer Service. No matter your role, my goal is to help you be the best you can be by being an effective communicator, by learning how to effectively handle conflict, and by providing exceptional customer service.
If you are a frontline employee, my books show you how to interact with your customers, even those who are difficult to please. If you are a manager, my books show you how to lead exceptionally. The essence of all of my books is to show you how to improve and enhance your skills.
Prior to becoming a full time writer, I was a marketing manager for small business accounts at BellSouth Telecommunications. No matter which hat I'm wearing (or have worn) I enjoy helping others, whether it be through my writing, consulting, or coordinating projects. My philosophy is that whatever your career, if you focus on the aspects of your job that you find most fulfilling, you will gain enjoyment in whatever you do. Every job has its ups and downs and if you focus on the positives it's easier to move beyond the negatives.
