Book description
Delivering top-of-the-line customer service is Job #1 for most companies, an important factor in keeping profits high and customers coming back. Customer service problems can damage not just a company’s reputation but its bottom line, so for busy managers -- and business owners with little time to search for solutions -- some fast help is needed.
Award-Winning Customer Service offers scores of quick tips for readers looking to improve and then maintain their company’s level of customer service. The book is chock full of practical advice on important topics such as:
* planning and goal setting * effective communication * leadership * preparing for change * continual learning * coaching and development * effective feedback * motivational and problem-solving meetings * conflict resolution * follow-up and staying on top of the game * and more.
Containing 101 effective tips in all, unique "When this happens, try this" sections, and encouraging quotes, this is an essential reference for anyone who needs guidance or just a refresher on making customers feel truly valued.
Table of contents
- Copyright
- Acnowledgments
- Introduction
- CUSTOMERS: Delight Your Audience
- PERFORMANCE: Your Role of a Lifetime
- PLANNING: A Good Script Begins with Thoughtful Consideration
-
COMMUNICATION: Choose the Right Lines in the Script
- You Don’t Communicate Alone
- Stop When You See Communication Red Lights
- Go with Green Light Communication
- Listen, Listen, Listen
- Speak Your Best at All Times
- Pay Attention to Body Language: Yours and Others
- Give and Get Accurate Information
- Ask Good Questions
- Ask Who, What, When, Where, Why, and How
- Answer and Respond to Enhance Communication
- Assure to Make Others Feel Valued
- Zap Zapper Words from Your Vocabulary
- Charge Ahead with Charger Words
- LEADERSHIP: Great Performances Need Great Direction
- PREPARATION: Things Are Going to Change
-
TRAINING: Learn Your Lines
- Analyze Training Needs
- Learners Come in Different Styles
- Products, Services, and Company Policies
- General Steps to Exceptional Customer Service
- Specific Steps to Exceptional Customer Service
- Conduct Market Research
- Understand the Big Picture
- Handle Customer Complaints
- Learning Is a Continual Project
- TEAMWORK: The Actors Make the Cast
- MOTIVATION: Monitoring the Process
-
FEEDBACK: Rave Reviews and Poor Reviews
- Meaningful Feedback Is Focused, Specific, and Timely
- The Wrong Way Demoralizes
- The Right Way Enthuses
- Quick Feedback Gets Positive Results
- Corrective Feedback Changes Performance
- Development Plans Set Goals for Improvement
- Periodic Appraisals Are the Most Specific Feedback
- Accept Feedback Graciously
-
MEETINGS: On-the-Spot Rehearsals
- Plan Productive Meetings
- Lead Meetings Effectively and Efficiently
- Sound Questioning Techniques Keep You on Track
- Maintain Control During Your Meetings
- Strengthen Group Discussion by Understanding Group Dynamics
- Conclude Meetings by Energizing Your Team
- Customer Service Meetings Keep You Focused
- Contribute Positively When You Attend Meetings
- CONFLICT: Every Production Has Turmoil
- COMMITMENT: Take It from the Top
- QUICK TIPS: Cue Cards
- Index
Product information
- Title: Award-Winning Customer Service: 101 Ways to Guarantee Great Performance
- Author(s):
- Release date: September 2007
- Publisher(s): AMACOM
- ISBN: 9780814474549
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