December 2015
Beginner
100 pages
1h 23m
English
book
Customer Service: How to Attract, Retain, and Interact with High-Quality Customers
by Jeff Havens
Overview
Includes Complete Participant & Instructor Workbooks!
Overview
Your fast, fun resource for delivering outstanding customer service: the perfect complement to Jeff Havens’s Customer Service video course!
Description
In an era where many companies offer similar products and services at similar prices, it’s hard to stand out. But if you offer the best customer service around, you’ll win loyal customers who keep coming back, and tell their friends to do the same. If that sounds great to you, Jeff Havens’s Customer Service brings together all the knowledge you’ll need to deliver outstanding customer service, and help others do it, too! One of North America’s leading presenters on business success, Havens brings fun to the learning process, so his audiences enjoy every minute – and never forget his crucial takeaways. Designed to complement Havens’s separate video course (ISBN: 9780134464565), this package contains a 78-page Participant Workbook combining summaries, room for notes, and powerful questions for assessing how you’re delivering customer service now, and identifying ways to improve. Havens explains how to create a physical or online environment that attracts and engages the best customers… how to practice the personal qualities that lead to successful customer interactions… how to use active listening and eye contact to connect with customers… how to recognize and avoid ineffective customer service techniques… how to uncover small details and improvements that can make customers happy… how to deal with irate customers… why processes are important, and when to consider out-of-the-box approaches to helping a customer. Perfect for HR pros, trainers, and coaches, this package also containsa 66-page Instructor’s Guide, packed with step-by-step instructions for maximizing each lesson’s effectiveness and entertainment. No additional materials or pre-work necessary: just follow the instructions, and in less than 5 minutes you’ll be ready to teach this course!
About the Instructor
Jeff Havens is one of North America’s most popular business presenters. His extraordinary ability to deliver high-quality education in an entertaining way has earned him dozens of repeat clients, all of whom appreciate his insistence that education is the only way that we improve at anything, and that we’ll all improve better and faster if we enjoy the learning process. By combining traditional presentation content with the entertainment value of a comedy show, Havens has found enthusiastic audiences in government, academia, small businesses, and the Fortune® 50, all while still being one of the youngest members of the professional speaking circuit. A Phi Beta Kappa graduate of Vanderbilt University, he lives in Michigan with his wife, Laura, and their dog, Pancake. He is author of Us vs. Them: Redefining the Multi-Generational Workplace to Inspire Your Employees to Love Your Company, Drive Innovation, and Embrace Change. For more information, visit www.jeffhavens.com.
Skill Level
Beginner
Intermediate
What You Will Learn
How to create a physical and/or online environment conducive to attracting and engaging high-quality customers
How to recognize and develop the personal qualities that lead to successful customer interaction
Which ineffective customer service techniques don’t work, why they don’t work, and how to avoid them
How to deal with irate customers
How to do the small things that customers love, and when to consider going beyond the rules to solve their problems
Who Should Take This Course
For everyone moving into a role as a customer service professional or manager
For every HR professional, senior leader, coach, trainer, or mentor who wants to help customer service teams succeed
Course Requirements
No customer service delivery or management experience required
Table of Contents
Introduction
Learn how this course will help you master crucial core skills in customer service, and how you can use it most effectively.
Part 1: Before the Customer Arrives
Discover how your physical or retail business environment can powerfully impact customer satisfaction, and how to do the little things that make a huge difference to customers.
Part 2: Customer Interaction
Interact with customers more successfully, root out behaviors and processes that drive customers crazy, and deal effectively with angry customers.
Part 3: Personal Qualities
Consider when to follow the rules “to the letter,” and when to bend them a bit to help a customer… understand how your speech and attitude shapes how you’re viewed… bring more honest enthusiasm to your customer conversations.
Conclusion
Recognize that you now have the customer service knowledge you’ll need to succeed!
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