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Customer service training 101 : quick and easy techniques that get great results / Renee Evenson.
- Format:
- Book
- Author/Creator:
- Evenson, Renee, 1951-
- Language:
- English
- Subjects (All):
- Customer relations.
- Customer services.
- Employees--Training of.
- Employees.
- Physical Description:
- 1 online resource (222 p.)
- Edition:
- 1st ed.
- Place of Publication:
- New York : AMACOM, c2005.
- Language Note:
- English
- Summary:
- A practical, hands-on guide for training customer service employees.
- Contents:
- Preliminaries; Contents; Acknowledgments; Introduction; Tips for the Trainer; Tips for the Student; CHAPTER 1 Taking Baby Steps The Basics; CHAPTER 2 Tossing the Ball Back and Forth Effective Communication; CHAPTER 3 Jumping in with Both Feet Relationship Building; CHAPTER 4 Seeing Eye to Eye; CHAPTER 5 Saying It with a Smile Telephone Contacts; CHAPTER 6 Looking Before You Leap E commerce Contacts; CHAPTER 7 Calming the Storm Difficult Customer Contacts; CHAPTER 8 Hitting the Ground Running; CHAPTER 9 Being the Best You Can Be The Total Package; Index
- Notes:
- Includes index.
- ISBN:
- 1-281-12704-3
- 9786611127046
- 0-8144-2904-1
- OCLC:
- 228136605
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