Your service team may represent the first, last, or only interaction point betwe en your customers and your company. Your front-line service professionals make o r break countless opportunities, leads, sales, and relationships every day. Comp letely revised and updated to meet the challenges of a new service landscape, th e second edition of Customer Service Training 101 presents proven techniques for creating unforgettable customer experiences. The book covers every aspect of fa ce-to-face, phone, Internet, and self-service customer relations, and provides s imple yet powerful tips for:Projecting a positive attitude and making a great first impression Communicating effectively, both verbally and nonverbally De veloping trust, establishing rapport, and making customers feel valued Confide ntly handling difficult customers and situationsNew 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 compreh ensive and inspiring training manual is aug mented with instructive sidebars, a summary of key points, practice exercises, and so much more.