My favorite takeaways from Renee Evenson's newest book, Customer Service Management Training 101, are her tips for how to teach employees to effectively interact with customers:
- Make a good first impression by smiling, making eye contact, maintaining an open and relaxed demeanor and keeping facial expressions friendly.
- Project a positive attitude by being helpful, interested, trustworthy, reassuring, respectful and reliable.
- Communicate effectively by listening completely, using correct grammar, asking the right questions and making each customer feel valued.
- Build relationships by finding the best solution to any problems, and making sure each customer is satisfied.
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