{"product_id":"9780814416426","title":"Customer Service Training 101: Quick and Easy Techniques That Get Great Results","description":"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 • Confidently handling difficult customers and situations 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.","brand":"AMACOM","offers":[{"title":"Default Title","offer_id":47128626233584,"sku":"9780814416426","price":22.95,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0737\/7593\/9824\/files\/9780814416426_p0.jpg?v=1763809602","url":"https:\/\/shop-qa.barnesandnoble.com\/products\/9780814416426","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}