Customer service training 101 : quick and easy techniques that get great results /

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Using scenarios, guidelines, and practice exercises, this inspiring training manual explains what to say and do, what to avoid, and why interactions go astray. --

Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Evenson, Renee, 1951- (Autor)
Formato: Electrónico eBook
Idioma:Inglés
Publicado: New York : AMACOM, [2018]
Edición:Third edition.
Temas:
Customer services.
Customer relations.
Employees > Training of.
Inservice Training
Service à la clientèle.
Personnel > Formation.
BUSINESS & ECONOMICS > Industrial Management.
BUSINESS & ECONOMICS > Management.
BUSINESS & ECONOMICS > Management Science.
BUSINESS & ECONOMICS > Organizational Behavior.
Customer relations
Customer services
Employees > Training of
Acceso en línea:Texto completo (Requiere registro previo con correo institucional)
Tabla de Contenidos:
  • Part 1. Putting your best face forward. Your first steps can make a huge stride : the basics
  • Tossing the ball back and forth : effective communication
  • Jumping in with both feet : relationship building
  • Part 2. Putting your customers first. Seeing eye to eye : face-to-face contacts
  • Saying it with a smile : telephone contacts
  • Keeping up with the times : online and social media customer service
  • Giving when getting is not expected : self-service contacts
  • Calming the storm : customer complaint contacts
  • Part 3. Putting it all together. Hitting the ground running : ready, set, go
  • Being the best you can be: the total package.

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