March 2005
Intermediate to advanced
163 pages
1h 51m
English
Content preview from 25 Reproducible Activities for Customer Service Excellence
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Preface
Customers are the life blood of any business, and providing great customer service is
critically important. Keeping the customer satisfied needs to be the goal of everyone in
the organization. Think about how you feel when you play the role of a customer
yourself. How do you feel when you receive poor customer service as you spend your
hard-earned money? Would you continue to do business with a company that didn’t
understand your needs, or worse yet, didn’t care? Of course not. Similarly, the
customers you provide service to expect the same quality that you would expect to
receive.
The quality process has taught us the importance of meeting the requirements of the
customer. Customers rightfully deserve nothing less than excellent ...
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I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.