{ "item_title" : "Customer Service Training 101", "item_author" : [" "], "item_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.", "item_img_path" : "https://covers3.booksamillion.com/covers2/ebook/26/64/9780814416426_b.jpg", "price_data" : { "retail_price" : "7.99", "our_price" : "4.79", "club_price" : "4.79", "savings_pct" : "40", "savings_amt" : "3.20", "discount_pct" : "46", "club_savings_amt" : "0", "club_savings_pct" : "0" } }

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