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Customer Service Answer Guide

Booklet and Leader’s Guide

Each pack includes 10 booklets and one leader’s guide. $42.95. Table of Contents Booklet Sample Leader’s Guide Sample Order Now

In an engaging Q&A format, the Customer Service Answer Guide provides brief, meaty answers to frontline reps’ most frequently asked questions. Your reps will learn how to bounce back after a nasty call, how to stop stress in its tracks, how to overcome anxiety about selling, and more.

Over the years our editors have fielded questions on just about every aspect of the often challenging job of frontline rep. Each month in our print newsletter The Customer Communicator, our panel of experts answers one of these questions.

Now, we have gathered answers to 10 of the most frequently asked questions into a brief volume that should be on every frontline rep’s desk.

The combination of personal experiences, real-world techniques, and insider tips makes this a useful booklet for both the novice and the experienced rep. In fact, we’re so sure your reps will benefit from this booklet that we’ve included a sample Q&A for you to review right now. It’s called How to Handle Customer Complaints.

Customer Service Answer Guide is provided in packages of 10. You’ll have a copy for each of your reps so that everyone benefits from its skill-building information.

Leader’s Guide

To help you get the most from your training materials, you’ll also receive a copy of the Leader’s Guide. It will show you how to introduce the materials to your staff in a positive and motivating way. How to reinforce important points in the booklet with a group training session. Plus techniques to keep the message fresh long after the booklets have been distributed. Best of all, you don’t have to be a professional trainer to use the program because the Leader’s Guide includes discussion topics, activities, trainer’s tips and more. To learn more about the Leader’s Guide, you may read the sample section on healthy lifestyles.

Table of Contents

1. Introduction: 10 questions that make a difference

2. How to handle customer complaints

3. Bouncing back after a difficult call

4. How to deliver bad news to your customers

5. What can we do to reduce stress in the service center?

6. Keeping a positive attitude in the midst of negativity

7. Keeping your energy level high all day long

8. Make a positive impression every time you pick up the phone

9. How to use a service-oriented selling approach

10. Have patience with non-English speaking customers

11. Neat solutions for untidy office mates

Your Guarantee of Satisfaction

Customer Service Answer Guide is guaranteed. We want you and your reps to put this valuable resource to work in your department. Then, if you are not 100% satisfied, you may return your copies within 30 days for a full refund.

About the Publisher

Customer Service Answer Guide is published by the Customer Service Group.

The Customer Service Group provides management and training materials through its newsletters, The Customer Communicator and Customer Service Newsletter, books, and Customer Service Week support materials.

 

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