Award-Winning Customer Service 

224 pages, paperback  
ISBN0-8144-7454-3

Order Now! $18--no charge for shipping & handling

or   Buy Now from Amazon.com

Award-Winning Customer Service offers scores of quick tips for readers looking to improve and then maintain their company’s level of customer service. The book is chock full of practical advice on important topics such as:

Planning and goal setting • effective communication • leadership • preparing for change • continual learning • coaching and development • effective feedback • motivational and problem-solving meetings • conflict resolution • follow-up and staying on top of the game • and more.

Containing 101 effective tips in all, unique "When this happens, try this" sections, and encouraging quotes, this is an essential reference for anyone who needs guidance or
just a refresher on making customers feel truly valued.

Michele McGovern, Editor-in-Chief of The Customer Service Advantage says, "Renée Evenson's Award Winning Customer Service: 101 Ways to Guarantee Great Performance gives everyone from the veteran to the new recruit practical ways to deliver better service. You can pick up the book and, in minutes, have powerful ideas to impress customers."

Click here for excerpt     

Customer Service Training 101

207 pages, paperback  
ISBN0-8144-7290-7

or  Buy Now From Amazon.com

Featuring interactive lessons that can be adapted for any type business or any level student or trainee, this ready-to-use text addresses important customer service areas including:

*making a good first impression * projecting a positive attitude * communicating effectively through verbal, nonverbal, and listening skills * building and maintaining strong relationships by establishing rapport, developing trust, and making customers feel valued * confidently handling difficult customers and situations * interacting effectively face-to-face, by telephone, and through E-mail contacts

Now Available in Chinese!

Traditional Chinese Edition  available only through amazon.com. 

Best Price $24.70
or Buy New

 
Small Business Opportunities Magazine says, “If you don’t have time to create your own comprehensive training program, just pick up this book. Each chapter includes helpful, illustrative anecdotes and a listing of key points. A special bonus section provides useful tips of making the most of training sessions. Handy discussion topics, also included, can be used for helpful follow-up sessions.”

Click here for excerpt

Customer Service Training 101 Leader's Guide 
                                                         
Available only on this website
$100 per copy (includes 1 copy Customer Service Training 101)

or Buy Now From Amazon.com

This is such a simple, yet crucial, concept. It’s a concept that business owners and managers understand well. Often, though, business owners and customer service managers do not know how to translate this concept to frontline employees.

Your most important role, as the trainer, is to ensure that the frontline employees you are training learn the fundamentals of providing great customer service to all customers at all times.

Well-trained employees are the key to satisfied customers.

Customer Service Training 101 Leader’s Guide is a great tool to help you effectively train your employees or teach your students.

Each chapter begins with an objective and purpose. Each chapter is covered thoroughly and includes:

* discussion questions * teaching the fundamentals * group and individual activities such as games, role play, charades, answering questions followed by group discussion*

Each chapter ends with:

* recap * practice lesson * group activity *

And, for class instructors, also included are:

* end of chapter assignments * end of chapter quizzes *


The most important benefit of customer service training is found in increased productivity and efficiency. It is cheaper and faster to do the job right the first time. Satisfying an unhappy customer costs a lot more, both in dollars and time, than satisfying a customer on the first try. Teaching students how to positively interact with others and build long-term relationships will improve their skills, not only in customer service, but in all areas of their lives.     

 Click here for excerpt

 Customer Service 101

52 pages, paperback
ISBN 1-890181-00-5
Order Now! $7--no charge for shipping & handling

Easy-to-read and easy-to-understand bullet format offers quick comprehension and fast reference. This book is great to: give to new employmees, use in employee orientation, post tips in the workplace, lead customer link to amazonservice meetings, work with employees one on one, and discuss actual customer situations.

 or  Buy from Amazon.com

This small book contains a wealth of information:

* improving communication skills by learning basic courtesies * projecting a positive attitude * presenting a polished appearance * listening well * handling customer objections * optimizing telephone contacts * putting your best “face” forward in face-to-face contacts * handling difficult customers to everyone’s satisfaction * giving your customers—and your company—your best

Hillari Madison, Lead Instructor at Thompson M-TEC, Holland, Michigan, says:

 “We have been using Customer Service 101 for almost two years.  This book contains helpful insights that stimulate good discussions on ways to improve customer service.  Many students have found these philosophies are helpful both at work and at home.  Ms. Evenson’s book has served as an excellent outline for our customer service class.”

 Click here for excerpt 

Customer Service 201

69 pages, paperback
ISBN 1-890181-01-3
Order Now! $9--no charge for shipping & handling

 In today’s business market, competition is prevalent. Not only do you compete locally for customers, e-commerce has opened up a global market that has greatly increased competition. The only edge you have is to give your customers a reason to come back to you.

or  Buy Now From Amazon.com 

One of the most effective tools you can use to gain the edge on your competition is to provide consistently high-quality service. This will build strong bonds with your customers that equates to customer loyalty.Customer Service 201 is a must read and a quick read for anyone who manages customer service employees and includes:

*thinking like a leader * company mission, goals, and measurements * effective communication * customer care and quality service * your interaction with customers * teamwork * building employee commitment and loyalty * motivating to develop high performers *

 Reade Adams, Project Coordinator, Hennepin County Medical Center, Minneapolis, Minnesota  says, “Customer Service 201 has provided us with a wealth of information on how to establish and maintain positive working relationships with our employees.  We consider it a must-read for all new managers and a valuable refresher for more experienced supervisors.”

 Click here for excerpt