by Renee Evenson
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Book Description
If the true face of any organization is its customer service people, then nothing is more important than the training of these crucial employees. Customer Service Training 101 offers an easy-to-implement approach for busy managers and trainers seeking to motivate their people and equip them with the tools they need to excel in this essential role. Featuring interactive lessons that can be adapted for any type of business and for any type of trainee, this ready-to-use guide addresses important customer service areas including: * making a good first impression * projecting a positive attitude * communicating effectively through verbal, nonverbal, and listening skills * developing trust, establishing rapport, and making customers feel valued * confidently handling "difficult" customers and situations * interacting effectively face-to-face, and via telephone and e-mail The professionalism and enthusiasm of frontline employees reflect directly on the company they represent. Packed with powerful, proven ideas, this inspiring, comprehensive training manual will pave the way to superior customer service.
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Average Customer Review:
0 of 0 people found the following review helpful:
 gabsters comments, 2008-03-10
This is a quick easy to read book. I was able to implement some of the games into a Customer Service presentation and the class really enjoyed the games. I highly recommend the book.
0 of 0 people found the following review helpful:
 good info for the novice, 2008-01-07
I found the book very interesting. This is a good book for someone first going into Customer Service
0 of 0 people found the following review helpful:
 Very basic, 2007-10-22
This book is very basic, providing very simple ideas regarding customer service. It has good topics, but the actual training materials are fairly boring and unengaging. In general, I would use it only for retail type business applications, and then only as a guide, not as your main resource.
2 of 2 people found the following review helpful:
Great Primer, 2007-02-15
I am new to the Customer Service arena and I found this book to be very useful. The information goes beyond the common sense approach to customer service (treat people the way you want to be treated).
It is a training manual for those who what to learn about cusomer service or to use to teach others customer service. It also includes checklists and worksheets you can use to train customer service.
It is easy to read and very interesting, meaning it wasn't written like a text book.
As I said, I am new to customer service and I found the book very helpful to me. This was my first customer service book I read, and I have since read a couple more books and they essentially say the same things as Customer Service Training 101.
I have been recommending this book to others as a good customer service primer.
8 of 8 people found the following review helpful:
Customer Satisfaction, 2005-09-16
Renee Evenson's first two books ("Customer Service 101: Basic Lessons To Be Your Best" and "Customer Service 201: Managing Your People To Be Their Best")were invaluable in training our information desk staff how to meet and greet the public. The two books contain a wealth of practical, good-sense suggestions and information about how to provide exceptional customer service.
"Customer Service Training 101" covers much of the same ground, but is presented in a format that enables a trainer to effectively and efficiently teach employees the customer care concepts necessary to "get great results." Evenson covers everything from communication and ethical issues to relationship building, difficult customer contacts, and e-commerce.
"Customer Service Training 101" is the best and most thorough publication on the subject of customer care that I've encountered to-date. The book is packed with valuable information. In each chapter, Evenson includes general information on the topic at hand, presents a brief scenario of a situation not handled well, outlines the key points covered in the chapter and explains each point in depth, step-by-step. She follows that up with a scenario where the situation is handled correctly, a summary of key points and steps, an interactive training lesson, and excellent "quick quotations for memory joggers." Tips and topics for group brainstorming sessions are also included.
The book is well-written, thorough, and easy to understand. If you've been searching for the definitive work on customer service, search no more. This is it!
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