› › Customer Service Training 101 2nd Edition

Customer Service Training 101

Author : Renee Evenson

Publisher : AMACOM Div American Mgmt Assn

Page : 239 pages

File Size : 15,6 MB

Release : 2011

Category : Business & Economics

ISBN : 0814416411

Get eBook

Book Description

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 ofCustomer Service Training 101 presents 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 * Developing trust, 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.



Customer Service Training 101

Author : Renee Evenson

Publisher : AMACOM

Page : 246 pages

File Size : 15,98 MB

Release : 2017-12-14

Category : Business & Economics

ISBN : 081443892X

Get eBook

Book Description

This invaluable resource is the training manual you need to give your employees the thorough training, review, and--if necessary--overhaul they need in the vitally important area of customer service. If their interactions with you and your employees were the only things your customers knew about your business, what would they say about it? Would they use descriptions such as “uninformed,” “rude,” “hot-tempered,” “uncaring”? For your customer, nothing else represents your business more than your employees; therefore, nothing is more important than arming them with the knowledge and skills they need to find the best solution for every customer. Using scenarios, guidelines, and practice exercises, Customer Service Training 101 will train them in: Creating positive first impressions Speaking and writing effectively Listening attentively Identifying needs Making customers feel valued Confidently handling customer complaints Your business plan is sound. Your product is needed. Your growth strategies are ground-breaking, but poor customer service can bring it all to a crashing halt. Equip you and your employees with the necessary skills before it’s too late.



Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation

Author : Robert Bacal

Publisher : McGraw Hill Professional

Page : 240 pages

File Size : 26,13 MB

Release : 2005-01-20

Category : Business & Economics

ISBN : 0071465111

Get eBook

Book Description

Tools for pleasing even the most demanding customers A satisfied customer is a loyal customer, and in today's supercompetitive business economy few things are as crucial to a company's bottom line as the quality of its customer service. This latest title in the popular Perfect Phrases series is just the thing for customer service employees and those who train and manage them. Perfect Phrases for Customer Service gets you quickly up and running with everything you need to keep customers happy and loyal, including: Clear explanations of the reasons for difficult customer behaviors Proven tools and techniques for successfully handling even the most cantankerous customers 101 dialogues and scripts organized according to types of difficult behaviors, usable as is or as part of a training program, and easily tailored to any industry and company culture For more information, visit www.customerservicezone.com



Associate Training Manual

Author : Michael A. Gray M.A.E.D

Publisher : Xlibris Corporation

Page : 129 pages

File Size : 46,23 MB

Release : 2016-12-19

Category : Self-Help

ISBN : 1524560545

Get eBook

Book Description

Your knowledge of police ethics or lack thereof determines your experience! Every sworn officer knows, or at least should know by now, that they live in a glass jar. Friends, relatives, neighbors, and strangers watch every move that law enforcement officers make both on and off duty. The fact is that the public scrutinizes police officers more than most other professions either because theyre cynical or hope to catch them screwing up or because theyre hopeful and are looking for a good example and a strong leader. In either case, its up to the officer or civil service worker to be above reproach in both his public and private life. The major difference between most sworn officers or civil service workers and extremely successful officers or civil workers is the gap between what they know and what they do. Both groups have about the same knowledge base. Extremely successful officers and civil service works are just better at doing what they should be doing. I worked as a special deputy sheriff early in my young life, and there were times I lost my temper to the point where I wanted to cross ethical boundaries. I wrote this powerful, high-impact workbook to help fellow officers by educating them in police ethics so that they wont become a victim of poor decision-making, placed in the limelight of shame, and made the poster child for law enforcement ethical dilemmas. Using this ethical workbook in your organization will show your employees youre serious about their professional growth and achieving critical ethical goals and objectives. This ethics in law enforcement workbook allows you to train entire police departments for less than the cost of traditional public seminars or other training options. Give your officers and civil service workers the skills, knowledge, and confidence they need to meet tough workplace challenges while on patrol or while working in a civil service position. This workbook will help them realize their full potential and perform at their peak and provide them with the tips and techniques they will need to stay calm and productive in any situation.



Strength Training

Author : Lee E. Brown

Publisher : Human Kinetics

Page : 380 pages

File Size : 31,98 MB

Release : 2007

Category : Education

ISBN : 9780736060592

Get eBook

Book Description

"Suitable for newcomers to strength training, as well as those looking to fine-tune an existing programme, this text provides a range of flexible programme options and exercises using machines, free weights and other apparatus to customise training to suit personal preferences."--Publisher.



101 Strength Training Workouts and Strategies

Author : Muscle & Fitness

Publisher : Triumph Books

Page : 318 pages

File Size : 41,64 MB

Release : 2011-12

Category : Health & Fitness

ISBN : 1623684102

Get eBook

Book Description

From the editors of "Muscle & Fitness" magazine, which has been excelling in the area of physique transformation for over 70 years, this book is built on the foundation that the key to a strong, healthy body is an effective muscle and strength-training program. This health provides all the guidance needed to achieve workout goals and have a muscular body.



Nonverbal Communication

Author : Jonathan M. Bowman

Publisher : SAGE Publications

Page : 283 pages

File Size : 28,2 MB

Release : 2024-07-09

Category : Language Arts & Disciplines

ISBN : 1071877321

Get eBook

Book Description

Nonverbal Communication: An Applied Approach, Second Edition teaches students the fundamentals of nonverbal communication in a way that helps them see the connections between the principles they learn and the everyday communication they perform and interpret. Nonverbal Communication: An Applied Approach has taken a narrative style and applied approach that is informed by the important theories and research-driven knowledge of this interdisciplinary area of study. This approach encourages students to understand the relevancy of nonverbal codes right away, instead of waiting until the second half of the course to explore applications. Author Jonathan Bowman also brings in a unique focus on diversity and social justice, demonstrating how nonverbal communication shapes and molds how we interact in a diverse society. The Second Edition includes updated examples, a new Upgrade feature box examining the impact of digital experiences across the course of the lifespan, and updated key terms, guiding and closing questions, citations, photos, and figures.



Outstanding Customer Service

Author : David E. Deviney

Publisher : Provant Media Publishing

Page : 0 pages

File Size : 40,77 MB

Release : 1998

Category : Consumer satisfaction

ISBN : 9781884926952

Get eBook

Book Description

In today's marketplace, outstanding customer service may be the only thing that distinguishes your organization from your competitors. Outstanding Customer Service shows you how to provide the kind of service that generates customer loyalty (and repeat business) by developing key skills as well as systems that support and reinforce them. Dr. David Deviney is the owner of David Deviney and Associates, a consulting firm that serves a variety of industries. As a consultant, Dr. Deviney specializes in customer service, strategic planning, and behavioral change. Each book in the American Media How-To Series presents valuable information in a self-study format. Whether it's interviewing, customer service, or even termination skills, American Media's How-To Series of books will help you develop and retain a competitive advantage in today's workplace. Book jacket.



Exam Ref MD-101 Managing Modern Desktops

Author : Andrew Bettany

Publisher : Microsoft Press

Page : 418 pages

File Size : 29,6 MB

Release : 2019-07-11

Category : Computers

ISBN : 0135560802

Get eBook

Book Description

Prepare for Microsoft Exam MD-101–and help demonstrate your real-world mastery of skills and knowledge required to manage modern Windows 10 desktops. Designed for Windows administrators, Exam Ref focuses on the critical thinking and decision-making acumen needed for success at the Microsoft Certified Associate level. Focus on the expertise measured by these objectives: Deploy and update operating systems Manage policies and profiles Manage and protect devices Manage apps and data This Microsoft Exam Ref: Organizes its coverage by exam objectives Features strategic, what-if scenarios to challenge you Assumes you have experience deploying, configuring, securing, managing, and monitoring devices and client applications in an enterprise environment About the Exam Exam MD-101 focuses on knowledge needed to plan and implement Windows 10 with dynamic deployment or Windows Autopilot; upgrade devices to Windows 10; manage updates and device authentication; plan and implement co-management; implement conditional access and compliance policies; configure device profiles; manage user profiles; manage Windows Defender; manage Intune device enrollment and inventory; monitor devices; deploy/update applications, and implement Mobile Application Management (MAM). About Microsoft Certification Passing this exam and Exam MD-100 Windows 10 fulfills your requirements for the Microsoft 365 Certified: Modern Desktop Administrator Associate certification credential, demonstrating your ability to install Windows 10 operating systems and deploy and manage modern desktops and devices in an enterprise environment. See full details at: microsoft.com/learn



Associate Training Manual

Author : Michael A. Gray M.A.Ed.

Publisher : Xlibris Corporation

Page : 87 pages

File Size : 15,84 MB

Release : 2015-05-16

Category : Self-Help

ISBN : 1503571076

Get eBook

Book Description

Your knowledge of police ethics or lack thereof determines your experience! Every sworn officer knows, or at least should know by now, that they live in a glass jar. Friends, relatives, neighbors, and strangers watch every move law enforcement officers make both on and off duty. The fact is that the public scrutinizes police officers more than most other professions, either because theyre cynical or hope to catch them screwing up or because they're hopeful and are looking for a good example and a strong leader. In either case, it's up to the officer or civil service worker to be above reproach in both his public and private life. The major difference between most sworn officers or civil service workers and extremely successful officers or civil workers is the gap between what they know and what they do. Both groups have about the same knowledge base. Extremely successful officers and civil service works are just better at doing what they should be doing. I worked as a special deputy sheriff early in my young life, and there were times I lost my temper to the point where I wanted to cross ethical boundaries. I wrote this powerful, high-impact workbook to help fellow officers by educating them in police ethics so that they wont become a victim of poor decision making, placed in the lime light of shame, and made the poster child for law enforcement ethical dilemmas. Using this ethical workbook in your organization will show your employees youre serious about their professional growth and achieving critical ethical goals and objectives. This ethics in law enforcement workbook allows you to train entire police departments for less than the cost of traditional public seminars or other training options. Give your officers and civil service workers the skills, knowledge, and confidence they need to meet tough workplace challenges while on patrol or while working in a civil service position. This workbook will help them realize their full potential and perform at their peak, provide them with the tips and techniques they will need to stay calm and productive in any situation.