Basic Learning Systems - Customer Service - E-Workbook

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Customer Service E-Workbook

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Quick Overview

A well-trained, professional customer service staff is vital to a company’s good image and profitability.

The customer service representative may well be the only company employee the customer ever talks to.

The representative's performance determines if the customer becomes a loyal return visitor.

Brushing up your customer service skills will ensure your patrons get the quality service they deserve —and demand— in today's consumer-oriented marketplace.

Customer Service Quality and Excellence E-workbook Description

Designed for the busy professional, this workbook includes exercises and suggestions on these customer service learning objectives:
- Know your customers’ four key needs
- Assess your customer-facing image and the quality of your specific customer service skills
- Embrace the top 10 customer-service beliefs
- Understand the 3 qualities of customer-focused service people
- Differentiate between internal and external customers and how to communicate with each group in person and over the phone
- Brainstorm the benefits and pitfalls of phone communication
- Practice the SNAPS method of voice control: Slow, Natural, Alert, Pleasant, and Sincere
- Develop the 3 skills needed to resolve difficult client situations and build relationships
- Keep emotions cool under pressure from customers
- Probe customers for information
- Know which words to use to hook customers and which words to avoid
- Learn the 4 barriers to effective listening and practice the 3 keys to effective listening
- Make a customer service action plan to improve personal performance

Don't delay; order your Customer Service Quality and Excellence E-workbook today!
Please note: E-workbooks are for individual use only. For training, please order a training kit or contact us for a license to customize and print unlimited copies of this e-workbook.
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