Customer Service Training 101

by Evenson, Renee

• ISBN13: 9780814472903
• ISBN10: 0814472907
• Format: Paperback
• Copyright: 2005-09-02
• Publisher: Amacom Books

Summary

Packed with proven ideas, this inspiring training manual helps pave the way to superior customer service. It offers busy managers and customer service instructors an easy-to-implement approach and ready-to-use interactive lessons to equip their employees with the tools needed to excel. Customer service areas addressed include projecting a positive attitude and using effective communication skills.

Author Biography

Renée Evenson has worked in the customer service management field for 25 years, including 15 years as a customer service manager at BellSouth Telecommunications, where her duties included staff training and development. She lives in St. Simons Island, Georgia.

Table of Contents

Acknowledgments	ix
Introduction	1	(2)
Tips for the Trainer	3	(8)
Tips for the Student	11	(10)
PART I Putting Your Best Face Forward
Taking Baby Steps: The Basics	21	(22)
Step 1: First Impressions Matter	26	(2)
Step 2: Courtesy Counts	28	(2)
Step 3: Attitude Is Everything	30	(3)
Step 4: Doing the Right Thing: Ethical Issues	33	(4)
Key Points	37	(1)
Practice Lesson	38	(1)
Think About	39	(2)
Quick Quotes	41	(2)
Tossing the Ball Back and Forth: Effective Communication	43	(28)
Step 1: Saying What You Mean and Meaning What You Say	48	(2)
Step 2: What You Don't Say: Nonverbal Communication	50	(2)
Step 3: Putting Words Together: Grammar Usage	52	(2)
Step 4: Asking the Correct Questions and Answering the Questions Correctly	54	(4)
Step 5: When the Customer Says No	58	(2)
Step 6: Listening Actively	60	(3)
Key Points	63	(2)
Practice Lesson	65	(2)
Think About	67	(2)
Quick Quotes	69	(2)
Jumping in with Both Feet: Relationship Building	71	(32)
Step 1: Establishing Rapport	78	(3)
Step 2: Interacting Positively with Customers	81	(2)
Step 3: Identifying Customers' Needs	83	(2)
Step 4: Making the Customer Feel Valued	85	(2)
Step 5: Maintaining Ongoing Relationships	87	(2)
Step 6: Different Strokes: Handling Different Types of Customers	89	(5)
Key Points	94	(2)
Practice Lesson	96	(3)
Think About	99	(1)
Quick Quotes	100	(3)
PART II Putting Your Customers First
Seeing Eye to Eye: Face-to-Face Contacts	103	(18)
Step 1: Saying Hello: Greeting the Customer	109	(2)
Step 2: Between Hello and Goodbye: Helping the Customer	111	(2)
Step 3: Saying Goodbye: Ending the Interaction	113	(4)
Key Points	117	(1)
Practice Lesson	118	(1)
Think About	119	(1)
Quick Quotes	120	(1)
Saying It with a Smile: Telephone Contacts	121	(22)
Step 1: Putting Your Best Ear Forward	126	(2)
Step 2: Saying Hello: The Opener	128	(2)
Step 3: Between Hello and Goodbye: Helping the Customer	130	(4)
Step 4: Saying Goodbye: The Closer	134	(3)
Key Points	137	(1)
Practice Lesson	138	(2)
Think About	140	(1)
Quick Quotes	141	(2)
Looking Before You Leap: E-commerce Contacts	143	(18)
Step 1: What Does the E-customer Expect?	147	(2)
Step 2: Hanging the Open Sign: Being Accessible	149	(2)
Step 3: Writing What You Mean: E-mail Communication	151	(3)
Step 4: Speaking Around the World: Cross-Cultural Etiquette	154	(1)
Key Points	155	(1)
Practice Lesson	156	(2)
Think About	158	(1)
Quick Quotes	159	(2)
Calming the Storm: Difficult Customer Contacts	161	(30)
Step 1: What Is Going on: Determine the Reason	167	(3)
Step 2: What Caused It: Identify the Root Cause of the Problem	170	(3)
Step 3: What Can I Do: Rectify the Situation	173	(3)
Step 4: What Can I Say: Acknowledge the Problem	176	(3)
Step 5: What Needs to Be Done: Fix What Needs to Be Fixed	179	(4)
Key Points	183	(1)
Practice Lesson	184	(3)
Think About	187	(1)
Quick Quotes	188	(3)
PART III Putting It All Together
Hitting the Ground Running: Ready, Set, Go	191	(6)
Being the Best You Can Be: The Total Package	197	(6)
Quick Quotes	200	(3)
Index	203