Business English - Customer Service over the Phone

Customer service expert Jeff Toister helps customer service specialists develop the specific skills needed to help customers over the phone. Learn how to break the ice and develop rapport with the people you serve, even when you're pressed for time. Tune out distractions and develop listening skills that are critically important to phone service. Last, learn how to express empathy, de-escalate angry callers, and stay focused throughout the day.

The Customer Service Training Tool Kit : 60 Training Activities for Customer Service Trainers

This contains 40 activities designed to make customer service training more fun, engaging, and behavior-changing for customer service reps. Trainers can use group activities, role plays, questionnaires, and other exercises "as is" in 30-60 minute training modules or combine them to create longer training programs. The book is full of reproducible participant handouts, worksheets, questionnaires, and overhead masters to make the trainer's job easy.

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English For Customer Care-The Ideal Quick Course for Customer Care-(Express)-2007

English for Customer Care is an ideal short course for those who need to communicate with customers effectively and politely in English, over the phone, in person, or in writing.

 

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Over the past two decades, international trade agreements such as GATT and NAFTA have lowered international trade barriers. At the same time, the information revolution has fueled profound shifts in the ways companies conduct business and communicate with their customers, and worldwide acceptance of the ISO 9000 standard has established the notion that quality must be defined in terms of customer satisfaction.

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Tough Customer (Audiobook)

Colleagues, friends, and lovers know Dodge Hanley as a private investigator who doesn’t let rules get in his way—in his private life as well as his professional one. If he breaks a heart, or bends the law in order to catch a criminal, he does so without hesitation or apology. That’s why he’s the first person Caroline King—who after a thirty-year separation continues to haunt his dreams—asks for help when a deranged stalker attempts to murder their daughter ...