This invaluable resource is the training manual you need to give your employees the thorough training, review, and--if necessary--overhaul they need in the vitally important area of customer service.If their interactions with you and your employees were the only things your customers knew about your business, what would they say about it? Would they use descriptions such as “uninformed,” “rude,” “hot-tempered,” “uncaring”? For your customer, nothing else represents...

Dealing with customers isn't easy, they aren't always right or even pleasant. Business author Renée Evenson ensures you’ll always have the right words to defuse tense interactions.Practical and insightful, this book ensures you’ll never again be at a loss for what to say to customers.In Powerful Phrases for Effective Customer Service, she covers 30 challenging customer behaviors and 20 common employee-caused negative encounters to teach you:

Delivering top-of-the-line customer service is Job #1 for most companies, an important factor in keeping profits high and customers coming back. Customer service problems can damage not just a company’s reputation but its bottom line, so for busy managers -- and business owners with little time to search for solutions -- some fast help is needed. Award-Winning Customer Service offers scores of quick tips for readers looking to improve and then maintain their company’s level of customer ser...

How to Manage Work Relationships in a Constructive Way that Leads to Success.Learning how to maintain strong, harmonious work relationships is essential. Unfortunately, at some point in your career, you'll have to work with people whose personalities or habits make every interaction with them a trial.Communications expert Renee Evenson has written the definitive phrasebook on how to confront the situations that can arise when dealing with difficult personal...

Becoming a great customer service manager requires an intentional focus on skills beyond those required for exemplary customer service. Building off the success of her book Customer Service Management Training 101, author Renée Evenson shows readers what it takes to advance to the next stage in their careers--focusing on their development as managers. Filled with the same accessible, step-by-step guidance as its predecessor, this book teaches readers how to identify their personal manageme...

Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition of Customer Service Training 101 presents proven techniques for creating unforgettable customer experiences. The book covers every aspect of face-to-face, ph...

Dealing with customers isn't easy, they aren't always right or even pleasant. Business author Renée Evenson ensures you’ll always have the right words to defuse tense interactions.Practical and insightful, this book ensures you’ll never again be at a loss for what to say to customers.In Powerful Phrases for Effective Customer Service, she covers 30 challenging customer behaviors and 20 common employee-caused negative encounters to teach you:

How to Manage Work Relationships in a Constructive Way that Leads to Success.Learning how to maintain strong, harmonious work relationships is essential. Unfortunately, at some point in your career, you'll have to work with people whose personalities or habits make every interaction with them a trial.Communications expert Renee Evenson has written the definitive phrasebook on how to confront the situations that can arise when dealing with difficult personal...

Employees aren’t just the front line of any business. To customers, they are the business. Nothing is more important than arming these essential employees with the knowledge they need to find the best solution for each and every customer.Whether you’re a manager, owner, or employee, Customer Service Training 101 gets you up to speed fast. The completely revised and updated third edition addresses every aspect of face-to-face, phone, online, social media, and self-service i...

**OVER 1 MILLION COPIES SOLD!**"Kick bad mental habits and toughen yourself up."—Inc.Master your mental strength—revolutionary new strategies that work for everyone from homemakers to soldiers and teachers to CEOs.Everyone knows that regular exercise and weight training lead to physical strength. But how do we strengthen ourselves mentally for the truly tough times? And what should we do when we face these ...

The definitive guide to working with -- and surviving -- bullies, creeps, jerks, tyrants, tormentors, despots, backstabbers, egomaniacs, and all the other assholes who do their best to destroy you at work."What an asshole!"How many times have you said that about someone at work? You're not alone! In this groundbreaking book, Stanford University professor Robert I. Sutton builds on his acclaimed Harvard Business Review article to show you the best ways to de...

Mornings are a madcap time for many of us. We wake up in a haze—often after hitting snooze a few times. Then we rush around to get ready and out the door so we can officially start the day. Before we know it, hours have slipped by without us accomplishing anything beyond downing a cup of coffee, dashing off a few emails, and dishing with our coworkers around the water cooler. By the time the workday wraps up, we’re so exhausted and defeated that any motivation to accomplish something in th...