Customer Service Training 101: Quick and Easy Techniques That Get Great Results
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Evenson, a customer service management professional, provides step-by-step lessons and worksheets that can be adapted for any business and for learners of any experience level. The lessons will help employees communicate verbally and nonverbally, establish rapport, and handle difficult customers in face-to-face, telephone, and e-mail situations. The lessons are supplemented with case scenarios, discussion questions, and key points. Annotation ©2006 Book News, Inc., Portland, OR Retail News "A great resource for beginners looking to save both time and money while providing their employees with the training they need."
AcknowledgmentsIntroduction 1Tips for the Trainer 5Tips for the Student 13PART I PUTTING YOUR BEST FACE FORWARD1 Taking Your First Steps: The Basics 21Customer Service is the Basics 22Step 1 First Impressions Matter 25Step 2 Courtesy Counts 27Step 3 Attitude Is Everything 30Step 4 Doing the Right Thing: Ethical Issues 32Key Points 37Practice Lesson 38Doing It Right! 39How Do I Measure Up? 402 Tossing the Ball Back and Forth: Effective Communication 41Customer Service is Effective Communication 42Step 1 Saying What You Mean and Meaning What You Say 46Step 2 What You Don't Say: Nonverbal Communication 48Step 3 Putting Words Together: Grammar Usage 51Step 4 Asking the Correct Questions and Answering the Questions Correctly 52Step 5 When the Customer Says No 56Step 6 Listening Actively 59Key Points 63Practice Lesson 64Doing It Right! 66How Do I Measure Up? 673 Jumping in with Both Feet: Relationship Building 68Customer Service Is Building Relationships 69Step 1 Establishing Rapport 74Step 2 Interacting Positively with Customers 77Step 3 Identifying Customers' Needs 79Step 4 Making the Customer Feel Valued 82Step 5 Maintaining Ongoing Relationships 83Step 6 Different Strokes: Handling Different Types of Customers 86Key Points 93Practice Lesson 94Doing It Right! 96How Do I Measure Up? 97PART II PUTTING YOUR CUSTOMERS FIRST4 Seeing Eye to Eye: Face-to-Face Contacts 101Customer Service Is Face-to-Face Contacts 102Step 1 Saying Hello: Greeting the Customer 106Step 2 Between Hello and Goodbye: Helping the Customer 109Step 3 Saying Goodbye: Ending the Interaction 111Key Points 117Practice Lesson 117Doing It Right! 118How Do I Measure Up? 1205 Saying It with a Smile: Telephone Contacts 121Customer Service Is Telephone Contacts 122Step 1 Putting Your Best Ear Forward: Listening Carefully 126Step 2 Saying Hello: The Opener 127Step 3 Between Hello and Goodbye: Helping the Customer 129Step 4 Saying Goodbye: The Closer 133Key Points 138Practice Lesson 139Doing It Right! 140How Do I Measure Up? 1426 Looking Before You Leap: E-Customer Contacts 143Customer Service Is E-Customer Contacts 144Step 1 What Does the E-Customer Expect? 147Step 2 Hanging the Open Sign: Being Accessible 150Step 3 Writing What You Mean: E-Mail Communication 152Step 4 Speaking Around the World: Cross-Cultural Etiquette 155Key Points 158Practice Lesson 159Doing It Right! 160How Do I Measure Up? 1617 Giving When Getting Is Not Expected: Self-Service Contacts 162Customer Service Is Self-Service Contacts 163Step 1 Saying Hello: Greeting the Customer 167Step 2 Between Hello and Goodbye: Looking for Opportunities to Help 169Step 3 Saying Goodbye: Ending the Interaction 171Key Points 176Practice Lesson 176Doing It Right! 178How Do I Measure Up? 1798 Calming the Storm: Difficult Customer Contacts 180Customer Service Is Difficult Customer Contacts 181Step 1 What Is Going On: Determine the Reason for the Problem 184Step 2 What Caused the Problem: Identify the Root Cause 188Step 3 What Can I Do: Rectify the Situation 191Step 4 What Can I Say: Restore the Relationship 194Step 5 What Needs to Be Done: Fix What Needs to Be Fixed 197Key Points 201Practice Lesson 202Doing It Right! 205How Do I Measure Up? 207PART III PUTTING IT ALL TOGETHER9 Hitting the Ground Running: Ready, Set, Go 211Customer Service Is Being Ready and Set to Go 212Your Customer Service Training Quick Reference 21510 Being the Best You Can Be: The Total Package 218Customer Service Is Being the Best You Can Be Every Day 218Always Be Your Best! 221Index 223
