Retail Observer

December 2017

The Retail Observer is an industry leading magazine for INDEPENDENT RETAILERS in Major Appliances, Consumer Electronics and Home Furnishings

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RETAILOBSERVER.COM DECEMBER 2017 14 T he professionalism and enthusiasm of frontline employees reflect directly on the company they represent. Customer Service Training 101: Quick and Easy Techniques That Get Great Results, 3rd edition by Renée Evenson is a comprehensive yet easy-to-read and easy-to-implement guide that helps readers prepare front-line employees for any situation. Featuring interactive lessons that can be adapted for any type of business and for any type of trainee, Customer Service Training 101 makes it easy for managers and trainers to motivate their people and equip them with the tools they need to excel in this essential role. Whether running a traditional training program or working a training component into their daily routine, readers will find out how to instill a sense of pride, caring, teamwork, and cooperation into any service operation, while increasing overall productivity, efficiency, and effectiveness. The book addresses important customer service areas including: • Making a good first impression • Projecting a positive attitude • Communicating effectively through verbal, nonverbal, and listening skills • Developing trust, establishing rapport, and making customers feel valued • Confidently handling difficult customers and situations Customer Service Training 101 saves readers the time and trouble of creating their own comprehensive training program, and shows them how to provide the kind of fun and effective training that results in knowledgeable and confident employees. The book allows trainers and managers to quickly and easily tailor the material for their own specific needs, enabling them to get trainees involved by personalizing specific customer scenarios. Each chapter includes helpful, illustrative anecdotes and a listing of key points. A special bonus section provides useful tips for making the most of training sessions. Handy discussion topics, also included, can be used for helpful follow-up sessions. Thoroughly revised with fresh examples and new case studies, with all new material on online and social media strategies, the book is packed with powerful, proven tools, ideas, and techniques. This inspiring training guide will pave the way to outstanding customer service. B O O K R E V I E W CUSTOMER SERVICE TRAINING 101: Quick and Easy Techniques That Get Great Results Author: Renee Evenson is ranked fifth in Global Gurus Customer Service category in 2017. She is a customer service consultant and former Bell-South Telecommunications manager and trainer, and the author of Powerful Phrases for Effective Customer Service also published by AMACOM. She lives in Saint Simons Island, GA. Publisher: AMACOM RO

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