Evenson - Customer Service Training 101
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ISBN : 978-0-8144-1642-6 (eBook)
Library of Congress Cataloging-in-Publication Data
Evenson, Renee, 1951
Customer service training 101 : quick and easy techniques that get great results / Renee Evenson.2nd ed.
p. cm.
Includes bibliographical references and index.
ISBN -13: 978-0-8144-1641-9 (alk. paper)
ISBN -10: 0-8144-1641-1 (alk. paper)
1. Customer services. 2. Customer relations. 3. Employees--Training of. I. Title.
HF5415.5.E89 2011
658.31245dc22
2010020923
2011 Rene Evenson
All rights reserved.
This publication may not be reproduced, stored in a retrieval system, or transmitted in whole or in part, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of AMACOM, a division of American Management Association, 1601 Broadway, New York, NY 10019.
About AMA
American Management Association (www.amanet.org) is a world leader in talent development, advancing the skills of individuals to drive business success. Our mission is to support the goals of individuals and organizations through a complete range of products and services, including classroom and virtual seminars, webcasts, webinars, podcasts, conferences, corporate and government solutions, business books, and research. AMA s approach to improving performance combines experiential learninglearning through doingwith opportunities for ongoing professional growth at every step of ones career journey.
Printing number
10 9 8 7 6 5 4 3 2 1
Information about External Hyperlinks in this ebook
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PART I
PUTTING YOUR BEST FACE FORWARD
PART II
PUTTING YOUR CUSTOMERS FIRST
PART III
PUTTING IT ALL TOGETHER
My deep appreciation to
My editor, Bob Nirkind. Thank you! You illustrated what exceptional customer service is all about by listening well and by offering insightful, constructive suggestions and solutions that made me a better writer.
My copyeditor, Barbara Chernow. Thank you for paying attention to all the details, both small and large.
My agent, Michael Snell. Thank you for watching out for my best interests, for being my toughest critic, and for giving me advice that is always on target.
My husband and best friend, Joseph Balka. Thank you for always giving me great advice and ideas.
My mother, Rose. Thank you for being my extra eyes and catching the small details that I seem to miss.
My brother, Don. Thank you for lending your training expertise and giving me spot-on advice for the training tips sections.
My sister and training partner, Sharon. Thank you for always being there when I need an honest opinion.
My clients. Thank you for showing me how to give you the same level of customer service that I coach you to give your customers. I listen closely to what you want and then do my best to provide it to you.
My family and friends. Thank you for helping me be the best I can be every day.
I am deeply grateful for each and every one of you.
Rene Evenson
We are slowly coming out of the worst recession in more than a generation. It is estimated that millions of businesses closed their doors. Numerous others filed for bankruptcy protection. Experts acknowledge that recovery will be very slow, which means that more businesses are likely to close their doors.
With consumer confidence and customer loyalty at an all-time low, providing exceptional customer service is no longer an added benefit; it is a necessity. Customers who are not satisfied with the way they are treated are jumping ship and taking their business elsewhere. Customer loyalty can be your key to restoring consumer confidence, which can keep your business afloat. Can you afford not to read this book? Think about it this way: Giving your customers an exceptional experience will bring an unexpected result: your customers become a marketing tool for your business. Customers talk. When people hear good things about your business, they are more likely to do business with you as well.
Whether you are reading this book for the first time or already own the first edition, this new and improved version is your one-stop shop to learn and teach how to give exceptional customer service.
In addition to being thoroughly revised and updated throughout, this edition includes a new chapter:
Giving When Getting Is Not Expected: Self-Service Contacts explains how to provide a great customer experience when your customers least expect it.
Moreover, each chapter has been expanded to include:
The wrong way/right way to handle contacts.
Tips and topics for brainstorming discussions.
A new feature, Business NOT as Usual, that provides ideas and tips for sustaining your business during tough times.
A revised Practice Lesson.
A new feature, Doing It Right!, that highlights a personal story.
A new feature, How Do I Measure Up?
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