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Customer Service Answer Guide

Booklet, Leader’s Guide, and Certificates

Customer Service Answer Guide

Each pack includes 10 booklets, one leader’s guide, and online content. $59.95

Table of Contents

Booklet Sample

Leader’s Guide Sample



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 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. You’ll also receive your manager’s copy of the Leader’s Guide. Customer Service Answer Guide

Leader’s Guide

Your leader’s guide will show you how to conduct training exercises based on the material in the student booklets. You’ll 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.

Table of Contents

  1. Introduction: 10 questions that make a difference

  2. Handling customer complaints

  3. Bouncing back after a difficult call

  4. Delivering bad news to customers

  5. Reducing stress

  6. Keeping a positive attitude

  7. Keeping your energy level high

  8. Responding to criticism

  9. Using a service-oriented selling approach

  10. Working with non-English speaking customers

  11. 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.


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Customer Service Group
36 Midvale Road, Suite 2E, Mountain Lakes, NJ 07046
Telephone: (973) 265-2300, Fax: (973) 402-6056
Website: www.CustomerServiceGroup.com
Email: info@CustomerServiceGroup.com
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