Customer Service: Book 4 from DTR Inc.'s Series for Classroom

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Customer Service: Book 4 from DTR Inc.'s Series for Classroom and On the Job Work Readiness Training (DTR Inc.'s Work Readiness Certification Training Series)

Customer Service is the fourth and final book in DTR Inc.'s series for classroom and on the job work readiness and customer service training. This is the second edition of the book, published in November of 2013.

New in June, 2015 - There is now a Student Book associated with Customer Service.Â Search this site for ISBN -Â 9781514147290.

At the end of each book are two workplace scenarios where things go right and things go wrong. Use the scenarios in the books as read and discuss exercises after teaching the material in the book, or to create your own certification tests.

This book was written by a former Service Director for Citibank, and therefore, is an area of great expertise for the author. This book covers service from two perspectives. The first is to teach the value of providing superior customer service, to both the company's customers and to co-workers who rely on the work of others to complete their tasks. The second is to provide the readers with customer service skills they can take with them and start using immediately at work.

The book starts with the concept of a customer-focused organization. From there it proceeds to identifying internal and external customers, the profit-side of customer service, and the importance and role of service measurements.

After this, the book branches out to teach customer service skills. The skills taught include: improving service attitudes, active listening skills, conquering communication barriers, choosing words carefully, categorizing customer responses, telephone skills, dealing with difficult customers, and more. There are a number of exercises in the book to help illustrate key points.

This book is valuable for all and, when all employees of a business become customer-focused; the result will be an increase in the company's bottom line through positive word of mouth, customer retention, and a growing customer base.

Country	USA
Author	Jay Goldberg
Binding	Paperback
EAN	9781482012927
ISBN	1482012928
Label	CreateSpace Independent Publishing Platform
Manufacturer	CreateSpace Independent Publishing Platform
MPN	black & white illustrations
NumberOfItems	1
NumberOfPages	126
PartNumber	black & white illustrations
PublicationDate	2013-01-18
Publisher	CreateSpace Independent Publishing Platform
Studio	CreateSpace Independent Publishing Platform
ReleaseDate	0000-00-00

Customer Service: Book 4 from DTR Inc.'s Series for Classroom and On the Job Work Readiness Training (DTR Inc.'s Work Readiness Certification Training Series)