Customer Service Answer Guide
Booklet, Leaders Guide, and Certificates
Each pack includes 10 booklets, one leaders guide, and online content. $59.95
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 customer service. 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 reps 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, were so sure your reps will benefit from this booklet that weve included a sample Q&A for you to review right now. Its called How to Handle Customer Complaints.
Customer Service Answer Guide is provided in packages of 10. Youll have a copy for each of your reps so that everyone benefits from its skill-building information. Youll also receive your managers copy of the Leaders Guide.
Your leaders guide will show you how to conduct training exercises based on the material in the booklets. Youll receive sample dialog, activities, and tips to engage everyone on your team.
To learn more, read the sample section.
Certificates of Completion
Use these certificates to acknowledge significant learning and development, and to provide motivation to put new skills into action.
Certificates may be downloaded, personalized, and printed. Details will be provided with your booklets.
Table of Contents
Introduction: 10 questions that make a difference
Handling customer complaints
Bouncing back after a difficult call
Delivering bad news to customers
Keeping a positive attitude
Keeping your energy level high
Responding to criticism
Using a service-oriented selling approach
Working with non-English speaking customers
Coping with untidy coworkers
Your Guarantee of Satisfaction
Customer Service Answer Guide is guaranteed. We want you and your reps to use this valuable resource and put its ideas to work in your department. Then, if you are not 100% satisfied, you may return your materials within 30 days for a full refund.
About the Publisher
The Customer Service Group provides ready-to-use tools for customer service training and frontline motivation including a monthly newsletter, training guides, DVDs, and Customer Service Week celebration materials.