Customer Service Training 101: Quick and Easy Techniques by Renee Evenson

By Renee Evenson

Busy managers and customer support teachers in control of education their customer support staff will locate robust instruments and recommendation in "Customer carrier education 101". This inspiring, accomplished education handbook bargains readers an easy-to-implement procedure for equipping their individuals with the talents they should excel during this very important function. This publication addresses vital customer support parts together with: creating a strong first effect projecting a favorable perspective constructing belief, developing rapport, and making clients believe valued optimistically dealing with 'difficult' shoppers and occasions interacting successfully face-to-face, and through mobilephone and email.

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Nonverbal communication, including your posture, facial expressions, and hand and eye movements are all manners of communicating. You may say one thing, but communicate something else. Words communicate a message; body language communicates the emotions behind the message. 45 Try this nonverbal communication exercise: Picture yourself explaining a company policy to a customer. As you are speaking: Look at the person and smile Slump over and yawn Lower your eyes to the floor Stand with your arms folded in front of you When you look directly at someone and smile, you convey interest.

TAKING BABY STEPS: THE BASICS 34 CUSTOMER SERVICE TRAINING 101 Never comment negatively about your competitors. If a customer asks for a comparison or leads you to say something negative, say, “I don’t know about that but let me explain our policy. . ” Be accountable for your actions. If you think you have done something in- correct or unethical, be up front and talk it over with your manager. When you take responsibility and own up to your mistakes, people will respect you. No one expects you to make the right decision 100% of the time.

They include talking on a personal call, smoking, eating (or having food at your work station), and chewing gum. HOW COULD BOB’S EMPLOYEES HAVE INCORPORATED BASIC COURTESIES INTO THEIR CONVERSATION WITH SALLY? Sally smiles back and says, “I’m looking for a new television, but there are so many new types I really don’t know what I’m looking for. ” “Yes Ma’am, my name is Jeff, and I’ll be happy to help you,” says one of the employees as he smiles warmly and walks toward her. ” He walks with her to the television sets.

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