The Compassionate Geek
Title | The Compassionate Geek PDF eBook |
Author | Don R. Crawley |
Publisher | Soundtraining Net |
Pages | 164 |
Release | 2011-05-05 |
Genre | Computer industry |
ISBN | 9780983660705 |
Note: There is a newer version of this book available. Please look up ISBN 978-0983660736. A real-world, plain-language how-to guide for delivering amazing customer service to end-users. Now in its second edition, The Compassionate Geek was written by tech people for tech people. There are no frills, just best practices and ideas that actually work! Filled with practical tips, best practices, and real-world techniques, The Compassionate Geek is a quick read with equally fast results. Here's what you'll find: Best practices for communicating with email, including examples The four intrinsic qualities of great service providers Best practices for communicating using chat and texting Ten tips for being a good listener Two practical ways to keep your emotions in check A flow chart for handling user calls What to do when the user is wrong How to work with the different generations in the workplace All of the information is presented in a straightforward style that you can understand and use right away. There's nothing "foo-foo," just down-to-earth tips and best practices learned from years of working with IT pros and end-users.
Customer Service Training 101
Title | Customer Service Training 101 PDF eBook |
Author | Renee Evenson |
Publisher | AMACOM Div American Mgmt Assn |
Pages | 239 |
Release | 2011 |
Genre | Business & Economics |
ISBN | 0814416411 |
Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition ofCustomer Service Training 101 presents proven techniques for creating unforgettable customer experiences. The book covers every aspect of face-to-face, phone, Internet, and self-service customer relations, and provides simple yet powerful tips for: * Projecting a positive attitude and making a great first impression * Communicating effectively, both verbally and nonverbally * Developing trust, establishing rapport, and making customers feel valued * Confidently handling difficult customers and situations New features include "How Do I Measure Up?" self-assessments, and "Doing It Right" examples from the author's extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is augmented with instructive sidebars, a summary of key points, practice exercises, and so much more.
Focus First on Service
Title | Focus First on Service PDF eBook |
Author | AWWA Staff |
Publisher | American Water Works Association |
Pages | 88 |
Release | 2011-01-12 |
Genre | Water utilities |
ISBN | 1613000650 |
This manual serves as both a strategic training experience and a tool for achieving quality customer service at your water utility. Topics covered include communication strategies, automated technologies, complaint resolution, managing conflict, and more. It's informative and easy to understand format allow for quick results.
Customer Service Training
Title | Customer Service Training PDF eBook |
Author | Kimberly Devlin |
Publisher | Association for Talent Development |
Pages | 266 |
Release | 2015-08-17 |
Genre | Business & Economics |
ISBN | 1607284359 |
Effective customer service training covers more than niceties. Organizational profitability is threatened when staff are unable to manage customer needs. Yet it takes more than soft skills training to turn these situations around. A great customer service training covers essential behaviors, service strategies, and service systems that together ensure an exceptional customer experience. Training authority Kimberly Devlin presents two-day, one-day, and half-day workshops that support trainees in any industry and environment, not just the call center. Each workshop introduces techniques for managing challenging customers and situations and also offers opportunities to apply new skills to service interactions. Free tools and customization options The free, ready-to-use workshop materials (PDF) that accompany this book include downloadable presentation materials, agendas, handouts, assessments, and tools. All workshop program materials, including MS Office PowerPoint presentations and MS Word handouts, may be customized for an additional licensing fee. Browse the licensing options in the Custom Material License pricing menu. About the series The ATD Workshop Series is written for trainers by trainers, because no one knows workshops as well as the practitioners who have done it all. Each publication weaves in today's technology and accessibility considerations and provides a wealth of new content that can be used to create a training experience like no other. The series also includes Communication Skills Training, Leadership Training, Coaching Training, and New Supervisor Training.
Customer Service Training
Title | Customer Service Training PDF eBook |
Author | Maxine Kamin |
Publisher | Routledge |
Pages | 226 |
Release | 2006 |
Genre | Business & Economics |
ISBN | 0750663634 |
A practical, hands-on road map to help the reader quickly develop training in customer service. It offers all the exercises, handouts, assessments, structured experiences and ready-to-use presentations needed to develop effective training sessions.
20 Training Workshops for Customer Service
Title | 20 Training Workshops for Customer Service PDF eBook |
Author | Terry Gillen |
Publisher | Human Resource Development |
Pages | 521 |
Release | 1993 |
Genre | Consumer satisfaction |
ISBN | 0874252261 |
20 fully reproducible, training workshops in this volume are ideal for customer service managers, supervisors, coaches and self-directed customer service teams that must set service policies, measure effectiveness and identify where service improvement is needed.
Uplifting Service
Title | Uplifting Service PDF eBook |
Author | Ron Kaufman |
Publisher | |
Pages | 0 |
Release | 2012 |
Genre | Business & Economics |
ISBN | 9780984762507 |
Kaufman takes you on a journey into the new world of service. Learn how the world's leading companies have changed the game, and how you can successfully follow this path to an uplifting service transformation.