By Renee Evenson
Your carrier workforce might symbolize the 1st, final, or merely interplay aspect among your clients and your organization. Your front-line provider pros make or holiday numerous possibilities, leads, revenues, and relationships each day. thoroughly revised and up-to-date to satisfy the demanding situations of a brand new provider panorama, the second one variation of "Customer carrier education one hundred and one" provides confirmed ideas for growing unforgettable patron reviews. The e-book covers each element of face-to-face, cellphone, net, and self-service shopper family members, and offers basic but strong tips for: projecting a favorable perspective and creating a nice first effect; speaking successfully, either verbally and nonverbally; constructing belief, constructing rapport, and making shoppers consider valued; and with a bit of luck dealing with tricky consumers and events. the recent beneficial properties comprise: 'How Do I degree Up?' self-assessments, and 'Doing It correct' examples from the author's wide customer support adventure. each step by step lesson during this accomplished and encouraging education handbook is augmented with instructive sidebars, a precis of key issues, perform routines, and a lot more.
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Additional info for Customer Service Training 101: Quick and Easy Techniques That Get Great Results
Example text
STEP 4 DOING THE RIGHT THING: ETHICAL ISSUES The last step of customer service basics deals with ethics. Being ethical means being honest, doing the right thing, and being accountable for your actions. Chapter 1 Taking Your First Steps Always Be Honest Being honest at all times will make your life far less complicated. When you are truthful, you do not have to remember what you said to whom. Being truthful is important to your customers. When you are dishonest, people find out. Maybe not right away, but the truth always has a way of coming out.
You can even communicate by doing nothing at all. When you ignore someone, let a door close on the person behind you, or look the other way when someone is approaching, you communicate. We communicate for numerous reasons. We communicate when we need to make decisions, solve problems, get answers, gather information, or resolve conflicts. We communicate when we want to find out how 41 42 Customer Service Training 101 someone is doing, learn about something, discuss important events, or get to know someone.
When seated, maintain good posture by sitting up straight. If you need to cross your legs, do so at the ankles and fold your hands in your lap if seated away from your desk. When gesturing with your hands, allow your ges- 50 Customer Service Training 101 tures to flow naturally. If they are too exaggerated, people will focus more on your movements than on what you are saying. TIP Try this posture exercise: Pretend you have a string attached to the top of your head. Imagine the string is being pulled straight up until you are standing tall and holding your head in a comfortable position.