Format
ebooks are available to purchase in 2 formats. PDF format version for one-
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
£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.
ebook
CUSTOMER SERVICE SKILLS
About the Author
Bryan Edwards, Founder of ABC Training Solutions Ltd, has over 25 years experience
of interpersonal and managerial skills training in commercial and non-
Other ebooks by the Author include Time Management, Present It! , Magic Meetings!, Assertiveness & Influencing , Receptionist Skills and C.V. & Interview Preparation Guide.
Special Offer!! Multi-
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 -
Introduction
Everyone receives and delivers customer service every day of the week -
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! -
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.
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!
