Title:
Quality customer service : how to win with the customer
Personal Author:
Series:
A fifty-minute series book
Edition:
4th ed.
Publication Information:
Menlo Park, Calif. : Crisp Learning, 2001
ISBN:
9781560525998
Available:*
Library | Item Barcode | Call Number | Material Type | Item Category 1 | Status |
|---|---|---|---|---|---|
Searching... | 30000010023692 | HF5415.5 M38 2001 | Open Access Book | Book | Searching... |
On Order
Summary
Summary
The techniques and tools covered in this book will help you understand the basic needs of customers, outline four reasons why quality service is important, teach you how to handle complaints and difficult customers, and help you anticipate your customer's needs.
Table of Contents
| Is This Book for You? |
| Part 1 Winning with the Customer |
| Do You Have What It Takes to Win with the Customer? |
| Comparing Customer Service to a Refrigerator |
| What Is Quality Customer Service? |
| Four Reasons |
| Why Quality Service Is Important Adopting a Customer |
| Service Perspective |
| Why Winning at Customer Service Is Important to You |
| Part 2 Four Steps to Quality Customer Service Quality Customer Service |
| Step 1 Transmit a Positive Attitude |
| Be Attentive to Your Appearance |
| Monitor the Sound of Your Voice |
| Use the Telephone Effectively |
| Stay Energized |
| Summary and Follow-Up |
| Step 2 Identify Customer Needs |
| Understand Basic Needs |
| Be Aware of Timing Requirements |
| Stay One Step Ahead of Your Customers |
| Remain Attentive |
| Practice Skillful Listening |
| Obtain Feedback |
| Summary and Follow-Up |
| Step 3 Provide for the Needs of Your Customers |
| What Are the Characteristics of the Services You Provide? |
| Meet Basic Needs Perform Important Back-Up Duties |
| Send Clear Messages Say the Right Thing |
| Sell Your Organization's Uniqueness Meet the Computer Challenge |
| Prepare for the Unexpected Summary |
| Step 4 Make Sure Your Customers Return |
| Handle Complaints Effectively |
| Get Difficult Customers on Your Side Take That One |
| Extra Service Step |
| Summary |
| Part 3 Notes and Comments |
| Assess Your Customer Service Skills |
| Service Provider |
| Self-Assessment Scale |
| Scoring the SP SAS |
| Conclusion |
| Author's Notes and Comments |
| Additional Reading To the Supervisor and/or Trainer Upon Completion of the Program |
