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Telephone Etiquette for Business*
From hello to goodbye, make the caller feel glad they called.
Business Email Etiquette
Know the differences between business and personal email etiquette.
Trust & Rapport Building
Five Methods to Rapidly Build Trust and Rapport.
Active Listening Skills for Business*
Prevent costly errors, arguments, rework, and earn the right to be heard.
Problem Solving Model for Business
Systematically solve problems without creating others.
Defusing Customer Anger*
Defuse anger quickly with easy to remember steps.
Managing Customer Expectations*
Create and change expectations without evoking anger.
Creating Customer Loyalty
Create, strengthen, and sustain customer loyalty.
Stress Control at Work
Minimize the impact of stress - a life skill to keep you healthy.
Goal Setting Drives Success*
Set goals that work and generate the motivation to achieve them.

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*Amazon Top 100 Best Seller
Customer Service eBooks Descriptions

Telephone Etiquette book coverTelephone Etiquette for Business*
From hello to goodbye, make the caller feel glad they called.

"The manner in which a company's phone is answered gives strong signals to the caller regarding the corporate character of the organization." Letitia Baldrige

Observe how the phone is answered by everyone in your organization. It's not just the receptionist who answers the phone. Almost everyone has one on their desk. And, most of those people talk to internal or external customers.

Telephone behavior sets customer expectations of your company's ability to help. This Telephone Etiquette course provides the necessary guidelines to ensure a positive impact to all callers.

Select this link or the book cover to preview and buy this book on Amazon.com.

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Business Email Etiquette book coverBusiness Email Etiquette
Know the differences between business and personal email etiquette.

Today email is a routine part of how we communicate and document much of what we do at work. It is not uncommon for people who “text” a lot for personal use to mix up what is appropriate for work versus what’s appropriate for personal use.

With so many people using email for business purposes, some guidelines have been established to prevent poor manners, or misuse, from tarnishing business relationships.

This ebook will help clarify the differences between business and personal email guidelines including confidentiality misconceptions, misuse of disclaimers, message structure, subject lines, emoticons, emojis, abbreviations and many other areas.

Select this link or the book cover to preview and buy this book on Amazon.com.

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Trust and Rapport book coverTrust & Rapport Building
Five Methods to Rapidly Build Trust and Rapport.

The purpose of this eBook is to present 5 methods for establishing trust and rapport. The content is directed to sales, customer service, and others in the organization where working in a trusting environment is critical to the success of the organization.

It's simple, no trust means no business.

Four of the methods are life-skills and applicable to interactions with other people from family, friends, and acquaintances.

Select this link or the book cover to preview and buy this book on Amazon.com.

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Active Listening Skills book coverActive Listening Skills for Business*
Prevent costly errors, arguments, rework, and earn the right to be heard.

Many misunderstandings leading to costly errors, arguments, and lost productivity occur because the person getting information, did not "actively listen."

Sometimes we think we know the answer before the other person completes the thought. When we get ahead of ourselves it's possible to miss some small but important piece of information that could change everything. Our mental processes tend to automatically fill in the missing part with what we think should be there and that's when the problems begin.

Knowing how to actively listen is a proven way to improve relationships with both internal and external customers.

Select this link or the book cover to preview and buy this book on Amazon.com.

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Problem Solving book coverProblem Solving Model for Business
Systematically solve problems without creating others.

The costs associated with not having a systematic problem solving model can be phenomenal. Usually these costs get blamed on "bad" judgment or poor decision-making ability but in reality the underlying cause is usually not having and using a clearly defined systematic problem solving process.

Self-esteem is directly related to the confidence you have in your own problem solving abilities. Confidence is built by repetitive successes with a process in a broad range of situations. Having a clearly defined problem solving process will help you successfully and consistently meet the challenges you and your customers face.

Select this link or the book cover to preview and buy this book on Amazon.com.

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Defusing Anger book coverDefusing Customer Anger*
Defuse anger quickly with easy to remember steps.

There are times when the customer senses that a problem could cause them to experience a loss. Threat of loss triggers the grief process and anger is the third stage of this process. With an upset customer, if we simply solve the problem and do not first take care of the customer’s emotions, we end up with a satisfied angry customer.

Angry customers will tell many other potential customers about the problem. Even though the problem was solved, they are still upset. They often feel that it shouldn't have happened in the first place.

This ebook will help you identify the three expressions of anger, recognize common phrases that evoke anger, and how to use a quick, easy to remember three step method to defuse anger.

Select this link or the book cover to preview and buy this book on Amazon.com.

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Managing Customer Expectations book coverManaging Customer Expectations*
Create and change expectations without evoking anger.

Managing expectations is usually a simple task of all parties agreeing on what is to be done and delivering on that agreement.

However, when unexpected complications occur, pro-active communication, taking steps to prevent negative emotions, and engaging previously agreed upon fallback plans, can all be used to impact the service recovery outcome.

This ebook will help you to use the steps to redefine expectations with “good” and “bad” news, prevent resetting unrealistic expectations from “good” news, and minimize potential for anger from “bad” news.

Select this link or the book cover to preview and buy this book on Amazon.com.

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Ceating Customer Loyalty book coverCreating Customer Loyalty
Create, strengthen, and sustain customer loyalty.

Customer loyalty originates from the unique capabilities your company offers that help customers meet their needs better than your competitors can.

Customer loyalty is sustained by how well customers like interacting with those within your company.

Your professional interactions ultimately support high customer satisfaction ratings, as well as high customer retention levels.

The purpose of this ebook is to provide you with basic and advanced knowledge, skills, and strategies designed to strengthen customer loyalty. This, in turn, will reduce customer turnover, as well as, increase profitable long-term sales.

Select this link or the book cover to preview and buy this book on Amazon.com.

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Stress Control book coverStress Control at Work
Minimize the impact of stress - a life skill to keep you healthy.

Stress control is a life skill that will help keep the medical costs down, reduce turnover, improve relationships, reduce errors, reduce accidents and dramatically improve customer perceptions of service competency. Show a customer how stressed you are and you'll raise their anxieties about your competency to do the job.

Numerous research studies show that 75% to 90% of all visits to primary care physicians are for stress related issues. Stress also intensifies symptoms and slows recovery.

In this eBook you’ll learn the common stressors to notice in your work environment. You’ll also be provided with a list of stressors in other areas of your life. You'll learn the mental, emotional, and physical signs of stress. You'll also learn the five phases of the stress response process and several coping methods effective in each phase. And, you'll develop a personal "stress control plan" to fit your exact needs.

Select this link or the book cover to preview and buy this book on Amazon.com.

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Goal Setting book coverGoal Setting Drives Success*
Set goals that work and generate the motivation to achieve them.

It's easy to understand how people with goals accomplish significantly more than people without goals.

People with goals have direction. They have a target. They have something to work towards. This provides motivation to achieve.

If the goal is something you really want, that strong positive emotional desire gives you a favorable edge to realizing the goal. 

And, the more frequently you review the goal, the more you focus on it, the more you will recognize the resources and opportunities you need to move toward achieving your goal. 

Motivation to achieve comes from having a clear target, developing a strong emotional desire, creating a doable action plan, allocating the resources (especially time) and taking action. 

Business goals that are in alignment with personal goals are more motivating than goals that are not in alignment, not related in anyway, or are counter to personal goals. Goals that help cause you to stretch increase your motivation.

Goals that are written provide a mechanism to review, refresh, and stay focused on what you want. People with written goals accomplish significantly more than people who only have goals in their heads. 

You might also want to be aware that to maintain balance you will set goals in many areas of your life such as personal, professional, family, social, financial, lifestyle and so on. This book will guide you through the entire process step-by-step.

Select this link or the book cover to preview and buy this book on Amazon.com.

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