Customer Service Training 101: Quick and Easy Techniques That Get Great Results

ISBN-13: 9780814438916

Media Type: Paperback

Publisher: AMACOM

Publication Date: 12-14-2017

Pages: 240

Product Dimensions: 7.30(w) x 9.20(h) x 0.70(d)

Age Range: 18 Years

REN'E EVENSON is a small-business consultant specializing in workplace communication and conflict resolution strategies. She is the author of several books, including Powerful Phrases for Effective Customer Service and Customer Service Training 101.

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CHAPTER 1: Your First Steps Can Make a Huge Stride: The Basics

WHATEVER BUSINESS YOU ARE IN, THE CUSTOMER IS THE REASON YOU HAVE A JOB

You may be wondering what has happened to customer service. Think, for a moment, about your own interactions as a customer. In the past few days, how many times were you a customer? Did you go to the grocery store or the mall? Did you visit the post office, doctor's office, bank, dry cleaners, or your child's school? Did you eat any meals out? Did you call a company to ask a question or shop online?

You probably were a customer more times than you realized. As a customer, you have choices. How many stores are in your mall? How many doctors are in your phone book? How many restaurants are nearby? And if you shop online, you know the choices are endless. In your interactions, how many times were you met with boredom, indifference, rudeness, or condescension? How many times were you greeted with a friendly smile and an enthusiastic attitude? Did this enthusiastic attitude come as a surprise, and were you thrilled or even grateful for the experience? Customers should never have to feel grateful for being treated well. Being treated well should be the standard.

The reality is that if you are not happy with the service at one business, you have the option of going elsewhere. When you are given great service, you are likely to go back for repeat business. You are also likely to recommend the business to your friends. As a service provider, keep in mind that your customers have the same choices you do. How you treat your customers does matter. If they are not happy with the way you treat them, they can, and probably will, go elsewhere.

Think again about your own interactions as a customer. Which ones stand out in your mind? You will remember service that is outstanding or awful. Mediocre service is soon forgotten. Be someone who is remembered for being outstanding.

CUSTOMER SERVICE IS THE BASICS

We are going to take our first steps with the basics because:

The basics are the basis of customer service.

A favorable first impression is the basis of customer service. You begin providing service the moment you respond to a customer who comes into your business, calls you on the telephone, emails you, or posts on social media. When customers physically walk through your door, they take a mental snapshot of you and your surroundings. Without even thinking about it, they form a first impression. First impressions are also formed over the telephone and through online contact. How you speak, how well you listen, the words you choose, and how you write and respond all contribute to first impressions. If a customer's first impression is favorable, you have laid the foundation for providing great customer service. If the first impression is not favorable, you will have to dig deeper to begin building your foundation.

Being courteous is the basis of customer service. Customers appreciate courteous treatment. As young children, we learned basic courtesies: to say "please" and "thank you"; to pay attention and not to interrupt when other people speak; to treat others with respect; to play fairly; to say "I'm sorry." As adults, we sometimes forget how important these words and actions are. Courtesy words, phrases, and behaviors contain powerful messages. They show that you care.

A positive attitude is the basis of customer service. Customers appreciate a positive attitude. A great attitude can help overcome a poor first impression. Similarly, a negative attitude can destroy a favorable first impression.

Being truthful and acting in an ethical manner is the basis of customer service. Honesty is always the best policy. When you follow through on commitments and stay accountable for your actions, you show your customers that you value them and that they can rely on you to do the right thing.

By combining a favorable first impression, courteous treatment, a positive attitude, and ethical behaviors, you build a strong customer service foundation. Add effective communication skills, and you will be on your way to establishing long-lasting relationships with your customers. Once you master these customer service basics, learn how to effectively communicate, and develop skills to build strong relationships, you will confidently handle any customer in any situation.

Excerpted from CUSTOMER SERVICE TRAINING 101, Third Edition: Quick and Easy Techniques That Get Great Results by Renée Evenson. Copyright © 2018 Renée Evenson. Published by AMACOM Books, a division of American Management Association, New York, NY. Used with permission.

All rights reserved. http://www.amacombooks.org.

Table of Contents

Acknowledgments vii

Introduction 1

Tips for the Trainer 5

Tips for the Student 13

PART I: PUTTING YOUR BEST FACE FORWARD

Chapter 1 Your First Steps Can Make a Huge Stride: The Basics 19

Customer Service Is the Basics 20

Step 1: First Impressions Matter 23

Step 2: Courtesy Counts 26

Step 3: Attitude Is Everything 29

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

Chapter 2 Tossing the Ball Back and Forth: Effective Communication 41

Customer Service Is Effective Communication 42

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

Step 2: Enhance Your Messages with Nonverbal Techniques 49

Step 3: Putting Words Together: Grammar Usage 52

Step 4: Ask the Correct Questions and Answer the Questions Correctly 55

Step 5: Overcome the Big No 59

Step 6: Listen Attentively 62

Key Points 67, Practice Lesson 68, Doing It Right! 69, How Do I Measure Up? 70

Chapter 3 Jumping In with Both Feet: Relationship Building 72

Customer Service Is Building Relationships 73

Step 1: Establish Rapport 77

Step 2: Interact Positively with Customers 81

Step 3: Identify Customers' Needs 83

Step 4: Make Each Customer Feel Valued 85

Step 5: Maintain Ongoing Relationships 87

Step 6: Understand Various Types of Customers 89

Key Points 96, Practice Lesson 97, Doing It Right! 99, How Do I Measure Up? 100

PART II: PUTTING YOUR CUSTOMERS FIRST

Chapter 4 Seeing Eye to Eye: Face-to-Face Contacts 103

Customer Service Is Face-to-Face Contacts 104

Step 1: Welcome Your Customers 108

Step 2: Find the Best Solutions 111

Step 3: Show Appreciation 113

Key Points 117, Practice Lesson 118, Doing It Right! 119, How Do I Measure Up? 120

Chapter 5 Saying It with a Smile: Telephone Contacts 122

Customer Service Is Telephone Contacts 123

Step 1: Welcome Your Customers 127

Step 2: Find the Best Solutions 128

Step 3: Show Appreciation 132

Key Points 136, Practice Lesson 137, Doing It Right! 138, How Do I Measure Up? 140

Chapter 6 Keeping Up with the Times: Online and Social Media Customer Service 141

Customer Service Is Online and Social Media Contacts 142

Step 1: Welcome Your Customers 147

Step 2: Find the Best Solutions 150

Step 3: Show Appreciation 154

Key Points 159, Practice Lesson 160, Doing It Right! 161, How Do I Measure Up? 162

Chapter 7 Giving When Getting Is Not Expected: Self-Service Contacts 164

Customer Service Is Self-Service Contacts 165

Step 1: Welcome Your Customers 168

Step 2: Find the Best Solutions 170

Step 3: Show Appreciation 173

Key Points 177, Practice Lesson 178, Doing It Right! 179, How Do I Measure Up? 181

Chapter 8 Calming the Storm: Customer Complaint Contacts 182

Customer Service Is Customer Complaint Contacts 183

Step 1: Understand the Complaint 187

Step 2: Identify the Cause 190

Step 3: Solve the Problem 193

Step 4: Restore the Relationship 197

Step 5: Fix What Needs to Be Fixed 198

Key Points 202, Practice Lesson 203, Doing It Right! 206, How Do I Measure Up? 208

PART I I I: PUTTING IT ALL TOGETHER

Chapter 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 217

Customer Service Is Being the Best You Can Be Every Day 217

Always Be Your Best! 220

Index 221