000			02008cam a2200277zu 4500
001			88811201
003			FRCYB88811201
005			20251020124127.0
006			m o d
007			cr un
008			251020s2010 fr | o|||||0|0|||eng d
020			_a9780814416419
035			_aFRCYB88811201
040			_aFR-PaCSA _ben _c _erda
100	1		_aEvenson, Renée
245	0	1	_aCustomer Service Training 101 _bQuick and Easy Techniques That Get Great Results _c['Evenson, Renée']
264		1	_bAmacom _c2010
300			_a p.
336			_btxt _2rdacontent
337			_bc _2rdamdedia
338			_bc _2rdacarrier
650		0	_a
700	0		_aEvenson, Renée
856	4	0	_2Cyberlibris _uhttps://international.scholarvox.com/netsen/book/88811201 _qtext/html _a
520			_aYour service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition of Customer Service Training 101 presents proven techniques for creating unforgettable customer experiences. The book covers every aspect of face-to-face, phone, Internet, and self-service customer relations, and provides simple yet powerful tips for: • Projecting a positive attitude and making a great first impression • Communicating effectively, both verbally and nonverbally • Developing trust, establishing rapport, and making customers feel valued • Confidently handling difficult customers and situations New features include “How Do I Measure Up?” self-assessments, and “Doing It Right” examples from the author’s extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is augmented with instructive sidebars, a summary of key points, practice exercises, and so much more.
999			_c1556427 _d1556427