Customer Service Training 101

Whether you are in a new customer service role or simply need some customer service refresher tips, Customer Service Training 101, is the book for you.

Now in its third edition (originally published in 2005), you’ll find practical and actionable techniques and behaviors to ensure you are providing the best possible service for your customers.

Along with dozens of scenarios, examples, guidelines and practice lessons, author, Renee Evenson, also provides a focus on customer service in today’s marketplace, which includes effectively using social media.

My favorite parts of the book include Evenson’s techniques for effective customer service via the phone and for properly responding to customer complaints.

First, for effective customer service via the phone:

Verbalize what you are doing – explain to your customer what you are doing throughout the phone contact. Never assume that the person on the other end understands.
During pauses, tell the customer what is happening – Silence, to a customer on the other end of a phone line, can create confusion: Are you still there? What are you doing? Letting them know you are still there and working on the issue at hand builds trust.
Explain why you need to place customers on hold – and be sure to tell your customer approximately how long it will take.

Next, you’ll provide excellent customer service when you follow these five main steps (and additional sub-steps) when responding to a customer complaint, explains Evenson:

Understand the complaint

Listen

Apologize

Assure

Recap

Display empathy

Identify the cause

Investigate the situation

Determine if the customer has a valid complaint

Apologize again if necessary

Explain what happened

Solve the problem

Offer your best solution

Focus on what you can do

Never assign blame

Show compassion

Offer an alternative solution

Restore the relationship

Thank the customer for allowing you to make things right

Offer something extra

Make a follow-up call or visit

Fix what needs to be fixed

Analyze what went wrong

Fix the problem

Make things better

Evenson also recommends:

Make sure your attitude is never indifferent, but one of making a difference.
Put yourself in your customer’s shoes and try to see things from his/her perspective.
Focus on the problem, not the person’s attitude or behavior.
Display empathy toward the customer’s situation.
Focus on what you can do.

“When customers take the time to complain, they are giving you a gift,” says Evenson. “They are giving you the opportunity to make the situation right. When you do so, you will not only save this customer, you also save others who would not have taken the time to tell you when something is wrong.”

Customer Service Training 101, is suitable for nearly any type of business – retail and non-retail.

Comments

Effective Listening: Do's And Don'ts

Here are some great tips from Michelle Tillis Lederman's book, The 11 Laws of Likability . They are all about: what to do and what not to do to be a leader who's an effective listener : Do : Maintain eye contact Limit your talking Focus on the speaker Ask questions Manage your emotions Listen with your eyes and ears Listen for ideas and opportunities Remain open to the conversation Confirm understanding, paraphrase Give nonverbal messages that you are listening (nod, smile) Ignore distractions Don't : Interrupt Show signs of impatience Judge or argue mentally Multitask during a conversation Project your ideas Think about what to say next Have expectations or preconceived ideas Become defensive or assume you are being attacked Use condescending, aggressive, or closed body language Listen with biases or closed to new ideas Jump to conclusions or finish someone's sentences

10 Quotes From The 5 Levels Of Leadership -- John C. Maxwell

Soon I'll post my full review of John C. Maxwell's latest book, The 5 Levels of Leadership . In the meantime, here are some of my favorites quotes from the book that I believe should become a must-read book by any workplace/organizational leader: Good leadership isn't about advancing yourself. It's about advancing your team. Leaders become great, not because of their power, but because of their ability to empower others. Leadership is action, not position. When people feel liked, cared for, included, valued, and trusted, they begin to work together with their leader and each other. If you have integrity with people, you develop trust. The more trust you develop, the stronger the relationship becomes. In times of difficulty, relationships are a shelter. In times of opportunity, they are a launching pad. Good leaders must embrace both care and candor. People buy into the leader, then the vision. Bringing out the best in a person is often a catalyst for

6 Ways To Seek Feedback To Improve Your Performance In The Workplace

Getting feedback is an important way to improve performance at work. But sometimes, it can be hard to seek out, and even harder to hear. “Feedback is all around you. Your job is to find it, both through asking directly and observing it,” says David L. Van Rooy, author of the new book, Trajectory: 7 Career Strategies to Take You From Where You Are to Where You Want to Be . As today's guest post, Van Rooy offers these six tips for how to get the feedback you need to improve performance at work . Guest Post By David L. Van Rooy 1. Don’t forget to as k : One of the biggest mistakes people make is assuming things are going perfectly (until they make a catastrophic mistake). By not asking, you’re missing out on opportunities for deep feedback: the difficult, critical feedback that gives you constructive ways to improve. 2. Make sure you listen : Remember, getting feedback is about improving your performance, not turning it into a “you versus the

How To Create And Live A Powerful Personal Brand

In her new book, Selling Yourself , Dr. Cindy McGovern shows you how to step-by-step create a powerful personal brand. Using her five-step strategy, you’ll learn how to build an impressive, authentic brand, live your brand and sell your brand. “Whether your brand has created itself, you’ve outgrown your original brand, you’re ready for the next level, or you’ve changed your passion or purpose, this book is for you,” shares McGovern. You’ll learn how to showcase your brand to expand your opportunities, establish trust, build deeper connections, have more confidence to ask for what you want, leave lasting impressions, and finally to express gratitude. One of my favorite parts of the book is where McGovern includes this quote from Mahatma Gandhi : Your beliefs become your thoughts. Your thoughts become your words. Your words become your actions. Your actions become your habits. Your habits become your values. Your values become your destiny. Dr. Cindy McGovern

How To Use The CPR Business Efficiency Framework To Eliminate A Team's Pain Points

In Nick Sonnenberg’s book, Come Up For Air , you’ll learn about his CPR Business Efficiency Framework , which stands for: C ommunication P lanning R esources This framework focuses on eliminating the pain points most teams experience by optimizing these three operation areas foundational to every organization. “In my book, I show you the tools that will boost efficiency in all three of these domains and I provide you with a detailed blueprint for the most effective ways to use them,” explains Sonnenberg. He further shares that some sections of the book may be more applicable to managers, and some may be more applicable to individual contributors. “However, it is still integral that both roles understand all of the concepts within the CPR Framework as each one benefits the team as a whole,” says Sonnenberg. As you read the book, you’ll learn what Sonnenberg has learned through years of building a leading efficiency consulting business – that the primary reason why so many teams

A Tale Of Leadership, Marketing And Blogging From Debbie Laskey

For the past 15 years, I have relied on Debbie Laskey’s Blog for expert leadership guidance and always interesting insights into marketing best practices and recaps of marketing trends. Fortunately, through the years, Debbie has also shared her expertise through a variety of postings on my blog and I’m honored again today to feature Debbie via the following Q&A’s: Question: During 2024, you published two interesting leadership series on your blog: the Spring Leadership Series (March-June 2024) and the Olympics Leadership Series (July-August 2024). What are some of your leadership takeaways that you learned from the participants in those two series? DEBBIE LASKEY : I've been honored to attract thought leaders to my blog in Q&A formats over the years and especially during 2024 in two leadership series. Fifteen experts participated in my #SpringLeadershipSeries, and 17 experts participated in my #OlympicsLeadershipSeries. Three key questions from the #Spri

How To Build Immunity To Burnout In The Workplace

Raise your hand if you have ever experienced burnout during your career. I sense many raised hands. That is because workplace burnout is incredibly common. Burnout is a state of emotional, physical, and mental exhaustion caused by excessive and prolonged stress. It occurs when you feel overwhelmed, emotionally drained, and unable to meet constant demands. Burnout also means feeling unmotivated and feeling stuck and ineffective. And making too many personal sacrifices, wanting to leave your job, and having a bad or cynical attitude about your work. Fortunately, according to Dr. Kandi Wiens , author of the new book, Burnout Immunity , you can learn how to build immunity to burnout . More specifically, Wiens’ research shows that professionals who exhibit a high degree of emotional intelligence ( EI ) have the ability to clearly perceive, understand, and productively manage emotions, thoughts, and behaviors. They know it means: Understanding yourself. Managing yourself. U

The Seven Dimensions Of Career Development

Seventy percent of U.S. employees report being at least somewhat likely to leave their current employer for another with a reputation for investing in employee learning and development, according to a Harris Polls study and as called out in the new book, Promotions Are So Yesterday: Redefine Career Development. Help Employees Thrive , by Julie Winkle Giulioni . “Career development, growth, and learning are among the top reasons employees accept, remain in, and/or leave a role,” states Winkle Gioulioni. And, “if you take nothing else from my book, I hope it’s this: The time-honored tradition of defining career development in terms of promotions, moves, or title changes is dead,” adds Winkle Giulioni. Therefore, she recommends leaders consider that there are seven other dimensions that can be developed through one’s career . “And when employees take off their blinders and become aware of the other viable and valuable ways they can grow, my research suggests that the promotion clim

Leadership Lessons From Kent Taylor, Founder Of Texas Roadhouse

From cover-to-cover of Made From Scratch you’ll learn the leadership lessons of the late Kent Taylor , founder of the restaurant chain Texas Roadhouse. In the new book, Taylor recounts how he built the restaurant chain from the ground up after being rejected more than 80 times as he pitched the idea for the business. His approach to business was often out-of-the-box, however, his business lessons and leadership lessons from the course of his life and career are invaluable. Here are some of my favorite leadership lessons from Kent and his book: The best leaders stay down-to-earth and approachable. In a bottom-up company, the leader learns from frontline people. As soon as you make a profit, find a way to give back. Be willing to laugh at yourself. Become a student of your craft. Positive reinforcement inspires much greater performance than fear ever can. Want to get the respect of your people? Then roll up your sleeves and do the most menial of tasks. I

Flashback: Best New Leadership Book Of 2014

Flashback to this post from early 2015 : After reading nearly 40 books about leadership released this year, my pick for the very best new leadership book of 2014 is, The Front-Line Leader: Building a High-Performance Organization from the Ground Up , by Chris Van Gorder . This book is my top choice because it : Covers the issues most important to today's workplace leaders Provides "real-world" and practical everyday steps you can take Gives you specific techniques and tactics Tells powerful, life-experience stories Capsulizes "Take Action" to do’s for you at the end of each chapter Reveals how to create a culture of accountability that creates a high-performing organization with a competitive advantage And, most important, because the entire premise of the book is: People come first! Today, Van Gorder is the President and CEO at Scripps Health , one of America’s foremost health systems with 14,000 employees and 2,600 affiliated physicians. He has presi

Eric Jacobson On Management And Leadership

Search This Blog