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Customer Service Training 101
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Table of Contents

C O N T E N T S

Acknowledgments vii

Introduction 1

Tips for the Trainer 5

Tips for the Student 13

P A R T I

PUTTING YOUR BEST FACE FORWARD

1 Taking Your First Steps: The Basics 21

Customer Service Is the Basics, 22

Step 1: First Impressions Matter 25

Step 2: Courtesy Counts 27

Step 3: Attitude Is Everything 30

Step 4: Doing the Right Thing: Ethical Issues 32

Key Points 37, Practice Lesson 38, Doing It Right! 39,

How Do I Measure Up? 40

2 Tossing the Ball Back and Forth: Effective Communication 41

Customer Service Is Effective Communication, 42

Step 1: Saying What You Mean and Meaning What You Say 46

Step 2: What You Don't Say: Nonverbal Communication 48

Step 3: Putting Words Together: Grammar Usage 51

Step 4: Asking the Correct Questions and Answering the Questions Correctly 52

Step 5: When the Customer Says No 56

Step 6: Listening Actively 59

Key Points 63, Practice Lesson 64, Doing It Right! 66,

How Do I Measure Up? 67

3 Jumping in with Both Feet: Relationship Building 68

Customer Service Is Building Relationships, 69

Step 1: Establishing Rapport 74

Step 2: Interacting Positively with Customers 77

Step 3: Identifying Customers' Needs 79

Step 4: Making the Customer Feel Valued 82

Step 5: Maintaining Ongoing Relationships 83

Step 6: Different Strokes: Handling Different Types of Customers 86

Key Points 93, Practice Lesson 94, Doing It Right! 96,

How Do I Measure Up? 97

P A R T I I

PUTTING YOUR CUSTOMERS FIRST

4 Seeing Eye to Eye: Face-to-Face Contacts 101

Customer Service Is Face-to-Face Contacts, 102

Step 1: Saying Hello: Greeting the Customer 106

Step 2: Between Hello and Goodbye: Helping the Customer 109

Step 3: Saying Goodbye: Ending the Interaction 111

Key Points 117, Practice Lesson 117, Doing It Right! 118,

How Do I Measure Up? 120

5 Saying It with a Smile: Telephone Contacts 121

Customer Service Is Telephone Contacts, 122

Step 1: Putting Your Best Ear Forward: Listening Carefully 126

Step 2: Saying Hello: The Opener 127

Step 3: Between Hello and Goodbye: Helping the Customer 129

Step 4: Saying Goodbye: The Closer 133

Key Points 138, Practice Lesson 139, Doing It Right! 140,

How Do I Measure Up? 142

6 Looking Before You Leap: E-Customer Contacts 143

Customer Service Is E-Customer Contacts, 144

Step 1: What Does the E-Customer Expect? 147

Step 2: Hanging the Open Sign: Being Accessible 150

Step 3: Writing What You Mean: E-Mail Communication 152

Step 4: Speaking Around the World: Cross-Cultural Etiquette 155

Key Points 158, Practice Lesson 159, Doing It Right! 160,

How Do I Measure Up? 161

7 Giving When Getting Is Not Expected: Self-Service

Contacts 162

Customer Service Is Self-Service Contacts, 163

Step 1: Saying Hello: Greeting the Customer 167

Step 2: Between Hello and Goodbye: Looking for Opportunities to Help 169

Step 3: Saying Goodbye: Ending the Interaction 171

Key Points 176, Practice Lesson 176, Doing It Right! 178,

How Do I Measure Up? 179

8 Calming the Storm: Difficult Customer Contacts 180

Customer Service Is Difficult Customer Contacts, 181

Step 1: What Is Going On: Determine the Reason for the Problem 184

Step 2: What Caused the Problem: Identify the Root Cause 188

Step 3: What Can I Do: Rectify the Situation 191

Step 4: What Can I Say: Restore the Relationship 194

Step 5: What Needs to Be Done: Fix What Needs to Be Fixed 197

Key Points 201, Practice Lesson 202, Doing It Right! 205,

How Do I Measure Up? 207

P A R T I I I

PUTTING IT ALL TOGETHER

9 Hitting the Ground Running: Ready, Set, Go 211

Customer Service Is Being Ready and Set to Go 212

Your Customer Service Training Quick Reference 215

10 Being the Best You Can Be: The Total Package 218

Customer Service Is Being the Best You Can Be Every Day 218

Enjoy Each Day, 221

Index 223

About the Author

ANDREW J. SHERMAN is a partner in the Washington, D.C., office of Jones Day and an internationally recognized authority on the legal and strategic issues of emerging and established companies. He has been interviewed by The Wall Street Journal, USA Today, Forbes, Time, and other publications, and is the author of Raising Capital (978-0-8144-0856-8).

Reviews

-... rule book providing winning game plans for exceptional customer service...it will raise the bar of excellence you want to be known for.- --Training Media Review
-...must-have resource for any manager. Evenson has compiled an easy-to-read guide that can be implemented for any situation and any employee.- --Niche magazine
..". rule book providing winning game plans for exceptional customer service...it will raise the bar of excellence you want to be known for." --Training Media Review
..".must-have resource for any manager. Evenson has compiled an easy-to-read guide that can be implemented for any situation and any employee." --Niche magazine

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