Brilliant Customer Service

Book description

Keep them coming back for more

Brilliant Customer Service is your guide to help you deliver exceptional customer service and keep your customers coming back time and time and again. It’s for anyone involved in any organisation – whether you run your own business, manage people or you are a customer facing employee. It doesn’t matter what your budget is, you’ll find lots of simple changes you can implement right now to build a highly successful customer service strategy.

BRILLIANT OUTCOMES

· Identify your customers real needs and how best to meet them

· Build trust and long term loyalty with your customers to stay ahead of the competition

· Make sure you are remembered and recommended

Table of contents

  1. Cover
  2. Brilliant Customer Service (1/2)
  3. Brilliant Customer Service (2/2)
  4. Contents
  5. About the author
  6. Acknowledgements
  7. Introduction (1/2)
  8. Introduction (2/2)
  9. Customers have changed (1/2)
  10. Customers have changed (2/2)
  11. The cornerstones of brilliant customer service (1/8)
  12. The cornerstones of brilliant customer service (2/8)
  13. The cornerstones of brilliant customer service (3/8)
  14. The cornerstones of brilliant customer service (4/8)
  15. The cornerstones of brilliant customer service (5/8)
  16. The cornerstones of brilliant customer service (6/8)
  17. The cornerstones of brilliant customer service (7/8)
  18. The cornerstones of brilliant customer service (8/8)
  19. Make ‘virtual’ service brilliant customer service (1/3)
  20. Make ‘virtual’ service brilliant customer service (2/3)
  21. Make ‘virtual’ service brilliant customer service (3/3)
  22. Use the ‘emotional scale’ to create loyalty and trust (1/4)
  23. Use the ‘emotional scale’ to create loyalty and trust (2/4)
  24. Use the ‘emotional scale’ to create loyalty and trust (3/4)
  25. Use the ‘emotional scale’ to create loyalty and trust (4/4)
  26. Read between the lines – silence is never golden! (1/4)
  27. Read between the lines – silence is never golden! (2/4)
  28. Read between the lines – silence is never golden! (3/4)
  29. Read between the lines – silence is never golden! (4/4)
  30. How to handle any complaint (1/6)
  31. How to handle any complaint (2/6)
  32. How to handle any complaint (3/6)
  33. How to handle any complaint (4/6)
  34. How to handle any complaint (5/6)
  35. How to handle any complaint (6/6)
  36. How to say ‘no’ and still keep the customer (1/3)
  37. How to say ‘no’ and still keep the customer (2/3)
  38. How to say ‘no’ and still keep the customer (3/3)
  39. How to offer more (1/3)
  40. How to offer more (2/3)
  41. How to offer more (3/3)
  42. Seven ways to ‘wow’ your customers (1/5)
  43. Seven ways to ‘wow’ your customers (2/5)
  44. Seven ways to ‘wow’ your customers (3/5)
  45. Seven ways to ‘wow’ your customers (4/5)
  46. Seven ways to ‘wow’ your customers (5/5)
  47. Conclusion
  48. Index (1/2)
  49. Index (2/2)

Product information

  • Title: Brilliant Customer Service
  • Author(s): Debra Stevens
  • Release date: October 2010
  • Publisher(s): Pearson Education Limited
  • ISBN: 9780273738084