ebooks are available to purchase in 2 formats. 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
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.
£7.20 (inc VAT) pdf version for individual use. (Corporate Companies: £120.00 (inc
20% VAT) MS Word version for multiple copying / use).All our materials are subject
to our Terms of Business. Please read prior to purchase. To be invoiced for payment,
or pay by cheque, go to our Terms of Business page to download an order form.
Bryan Edwards, Founder of ABC Training Solutions Ltd, has over 25 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
Buy all 7 ebook titles in pdf format for £25.20! 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 £25.20
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
Make notes in key chapters
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 pageebook 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.
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.
Special Offer: Buy all 7 ebook titles in pdf format discount price. See below!