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"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, phone, Internet, and self-service customer relations, and provides simple yet powerful tips for: projecting a positive attitude and making a great first impression; communicating effectively, both verbally and nonverbally; developing trust, establishing rapport, and making customers feel valued; and confidently handling difficult customers and situations. The new features include: 'How Do I Measure Up?' self-assessments, and 'Doing It Right' examples from the author's extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is augmented with instructive sidebars, a summary of key points, practice exercises, and so much more."

"Busy managers and customer service instructors in charge of training their customer service employees will find powerful tools and advice in "Customer Service Training 101". This inspiring, comprehensive training manual offers readers an easy-to-implement approach for equipping their people with the skills they need to excel in this important role. This book addresses important customer service areas including: making a good first impression projecting a positive attitude developing trust, establishing rapport, and making customers feel valued confidently handling 'difficult' customers and situations interacting effectively face-to-face, and via telephone and e-mail."

"Becoming a great customer service manager requires a mastery of skills beyond those needed by frontline employees. Filled with the same accessible, step-by-step guidance as "Customer Service Training 101", this user-friendly book shows readers how to develop the skills they need to communicate, lead, train, motivate, and manage those employees responsible for customer satisfaction. Designed for new managers and veterans alike, "Customer Service Management Training 101" covers essential topics, including: Planning and goal setting; Time management; Team development; Conflict resolution; Providing feedback; Monitoring performance; Conducting meetings; Managing challenges; Listening; and, Verbal, nonverbal, and written communication. Readers will learn to identify their personal management style, develop core leadership qualities, and efficiently focus on their own development as managers. Packed with checklists, "real world" practice lessons, and examples of the right and wrong ways to do things, this is the one book every customer service manager needs to thrive."

"For Training that done by the company can reach maximum outcome, need to know about perception training officer. Perception about training officer will affect to attitude that decide by the trainee officer to face the job. The purpose of this researched is to find out how is employee perception PT. 'X' about evaluation Training Achievement Motivation Training especially of Customer Service employee. The analytical unit is the employee?s in Customer Service area sub sector in Telecommunication in Jabotabek & West Java regional office.On this paper, the research is how perception of operational officer Customer Service Division about evaluation training of achievement motivation training at PT 'X' and what is the problems that PT 'X' faced of operational Officer Customer Service Division employees and company in evaluation of Achievement Motivation Training implementation?.The kinds of this research is descriptive research with quantitative approaches. Data in this research gathered from field research method by distributing questionnaire to the respondent and interview. The samples of this research were 63 contract employees, taken from population using total sampling technique. The data of the univariate were collected using Likert scale which delivered frequency distribution. Company especially on Customer Service Division, employee that have been follow Achievement Motivation Training hope that this training can be implementing every day whether in the office or around the office, so far from the mistake that cause from the behavior that not follow the procedure.For all perception of officer about Achievement Motivation Training that had been done by the company in PT.'X' in regional office Jabotabek & Jabar reach good result, according to reaction dimention, learning, and behavior by the officer which has follow the training feel satisfied and feel useful to the job, so the mistake that cause by working not detailed can be reduced."