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Table Of Contents

Introduction
Tips for the Trainer
Tips for the Student
STEP 1:First Impressions Matter
STEP 2:Courtesy Counts
STEP 3:Attitude Is Everything
STEP 4:Doing the Right Thing: Ethical Issues
STEP 3:Putting Words Together: Grammar Usage
STEP 5:When the Customer Says No
STEP 6:Listening Actively
STEP 1:Establishing Rapport
STEP 2:Interacting Positively with Customers
STEP 3:Identifying Customers’ Needs
STEP 4:Making the Customer Feel Valued
STEP 5:Maintaining Ongoing Relationships
STEP 1:Saying Hello: Greeting the Customer
STEP 3:Saying Goodbye: Ending the Interaction
telephone contacts:
STEP 1:Putting Your Best Ear Forward
STEP 2:Saying Hello:The Opener
STEP 4:Saying Goodbye: The Closer
STEP 1:What Does the E-customer Expect?
STEP 2:Hanging the Open Sign: Being Accessible
STEP 3:What Can I Do: Rectify the Situation
Index
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Customer Service Training 101

Customer Service Training 101

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Published by Surin Gandhi

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Published by: Surin Gandhi on Oct 26, 2010
Copyright:Attribution Non-commercial

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02/04/2014

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