Format

ebooks are available to purchase in a variety of options - PDF format version for one-person use or MS Word version for multiple copying rights and permission to amend materials - great for the Manager who wants to offer  cost effective training to a number of staff.

The Customer Service Skills ebook is emailed to Buyers within a maximum of 24 hours of  payment being received. In 95% of cases, we email within the hour.

Prices

£5.75 (inc VAT) pdf version for individual use

(Corporate Companies: £105.75 (inc 17.5% VAT) MS Word version for multiple copying / use)

ebook

CUSTOMER SERVICE SKILLS

Available in PDF format for single user use  and  MS Word for organisations to provide multiple copies and  permission to amend the materials

About the Author

Bryan Edwards, Founder of ABC Training Solutions Ltd, has over 20 years experience of interpersonal and managerial skills training in commercial and non-commercial organisations. Bryan is a Graduate member of the Chartered Institute of Personnel and Development.

Other ebooks by the Author include Time Management, Present It! , Magic Meetings!, Assertiveness & Influencing , Receptionist Skills and C.V. & Interview Preparation Guide. Bryan has also designed a range of fully designed, ready-to-deliver workshops that can be picked up by anyone responsible to deliver training in their organisations in a cost effective way.

Special Offer!! Multi-buy Pack

Buy all 7 ebook titles in pdf format for £18! That’s Customer Service Skills; Assertiveness and Influencing; Present It!; Time Management; Magic Meetings!;CV & Interview Preparation Guide; Receptionist Skills - all for the low price of £18 (including V.A.T.)

Special Offer

Buy all 7 ebook titles in pdf format for £18! See below!

Looking for a Customer Service course at your offices?

Take a look at our content - click here

Introduction

Everyone receives and delivers customer service every day of the week - in shops; hospitals; offices; restaurants; on the telephone to customer service departments; doctors; vets; care homes. The level of support we receive from internal colleagues and other departments at our workplace can also be included.

This ebook helps customer service providers understand the importance of their role and develops essential skills required to deliver superior customer service i.e. service that doesn’t just satisfy, it delights! - creating warm feelings in recipient’s minds about the service.

The ebook has been written by a commercial training practitioner with over 20 years experience and nearly 50 years of watching service in action. It has been written as a dynamic tool to stimulate thoughts, ideas and interactivity. It encourages the reader to:

• Make notes in key chapters
• Complete exercises
• Use diagnostic tools to reflect on own skill sets
• Discuss key customer service issues with managers and colleagues
• Record key development points to work on as a result of what has been learnt

What does the Customer Service Skills ebook cover?

By the end of this 84 page ebook you will:

• Know the role of the effective service provider
• Appreciate the principles of customer service
• Be aware of own first impressions made on people
• Define the true meaning of ‘communication’
• Understand the reasons why communication is misinterpreted between people in organisations
• Understand the key behaviours for superior performance
• Know best practice tips on emailing
• Understand the impact body language can make on the telephone
• Be more skilled at using the telephone
• Understand the 4 P’s of voice
• Understand the behaviours associated with active listening
• Improve your listening skills
• Understand the meaning of the word ‘assertive’
• Be assertive with others, including saying no effectively, disagreeing positively and dealing with difficult customers
• Handle irate customers with confidence

Who is this ebook for?

Everyone! The tips, tactics and techniques apply to a wide range of staff, supervisors and managers – in hospitals, shops, contact centres, vets, warehouses, dental surgeries, offices, hotels and factories. Readers may be employees (or potential employees) of large or small organisations; commercial, public or charity sectors. All the customer service skills, tips and tactics covered are generic across all industries and backgrounds.

ebook sample

ABC Training Solutions produces high quality, cost effective ebooks in a range of topics - assertiveness, time management, chairing meetings, presentation skills, receptionist skills, customer service and cv and interview preparation. We also deliver interpersonal and management skill training courses, working both uk-wide and locally in West Midlands, Worcestershire, Gloucestershire, Warwickshire and Wales.