CUSTOMER SERVICE TRAINING 101

Busy managers and customer service instructors in charge of training their customer service employees will find powerful tools and advice in "Customer Service Training 101". This inspiring, comprehensive training manual offers readers an easy-to-implement approach for equipping their people with the skills they need to excel in this important role. This book addresses important customer service areas including: making a good first impression projecting a positive attitude developing trust, establishing rapport, and making customers feel valued confidently handling 'difficult' customers and situations interacting effectively face-to-face, and via telephone and e-mail.

Renee Evenson has worked in the customer service management field for 25 years, including 15 years as a customer service manager at BellSouth Telecommunications, where her duties included staff training and development. She lives in St. Simons Island, Georgia.

Biography
Customer service is my business. I've devoted my entire career to teaching frontline and management employees how to provide exceptional service to each and every customer. People assume that providing customer service is easy, just be nice to customers. It's a lot more involved than being nice. Providing each customer with the best possible service involves learning how to deal with different types of customers and more importantly, different types of situations. Well-trained employees are the key to building a loyal customer base. Being nice is important but more important is knowing how to find the best solution for each customer, and finding it quickly. My books show you how to do that.

My management career was with BellSouth, where I was responsible for customer service, employee training and development, and training material development. After leaving BellSouth I now devote my time to writing books and training material to help others learn how to provide exceptional customer service. In addition to writing about important customer service topics, I am also a seasoned editor and publisher. In 1997 I completed my first book, Customer Service 101. Unable to secure a publisher, I decided to self-publish and formed Bull'sEye Publishing in 1997. I've expanded my business to write and publish business training material, self-help booklets, brochures, and other related media.

After I began writing my third book, Customer Service Training 101, I was able to secure an agent who sold my work to AMACOM Books, based in New York. I've since written four more books for AMACOM, and am currently working on Powerful Phrases for Working with Difficult People (publish date 9/2013). I'm proud that Customer Service Training 101, 2nd Edition, was released September, 2010, and both Customer Service Training 101 and Award-Winning Customer Service have been translated by publishers in China.

Because of my experience and knowledge of writing, editing, and publishing, I established another venture, Bull'sEye Publishing Book Production Management, to help other new authors. In my business, I value each of my customers and strive to provide them with exceptional service by finding the best solution to their publishing needs.

No matter which hat I'm wearing (or have worn) I enjoy helping others whether it be through my writing, consulting, or coordinating projects. My philosophy is that whatever your career, if you focus on the aspects of your job that you find most fulfilling, you will enjoy whatever you do. Every job has its ups and downs and if you focus on the positives it's easier to move beyond the negatives.