Synopses & Reviews
Review
"Packed to the brim with quick tips, tools, and advice for problem-solving…offers instant answers on important topics." – CRM magazine
Review
“...the book is more than just an anthology of conventional tips about listening, winwin solutions and attitude adjustments; it is a strategy for getting your team to perform. The book’s user-friendly format also makes it stand above other customer service reference books…Evenson peppers the book with quotes from actors to inspire performance, but it’s her plan that will really get you and your team to perform. Four Stars -- Instant Classic” -- New Jersey CPA Magazine
Review
"...her plan will really get you and your team to perform. Four Stars -- Instant Classic"
-- New Jersey CPA Magazine
Synopsis
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.
Synopsis
Delivering top-of-the-line customer service is Job #1 for most companies, an important factor in keeping profits high and customers coming back
Synopsis
"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 filled with practical advice on planning and goal-setting, effective communication, leadership, and other topics.
About the Author
Renee Evenson (St. Simons Island, GA) has worked in the customer service management field for 25 years, including 15 years as a customer service manager at BellSouth Telecommunications, where her duties included staff training and development. She is the author of Customer Service Training 101 (0-8144-7290-7).
Table of Contents
C O N T E N T S
Acknowledgments xiii
Introduction xv
1 CUSTOMERS: Delight Your Audience
1. Pay Attention 4
2. Listen Completely to Your Customers 6
3. Know Your Business 8
4. Do What You Say You Will When You
Say You Will 10
5. Follow Up for Satisfaction 12
6. Making Customers Happy Is Job #1 14
2 PERFORMANCE: Your Role of a Lifetime
7. Present Your Best Face Forward 18
8. Maintain a Positive Attitude 20
9. Exude Confidence 22
10. Honesty Is Always Your Best Choice 24
11. Energize Yourself 26
12. Bounce Back with Resiliency 28
3 PLANNING: A Good Script Begins
with Thoughtful Consideration
13. Create a Personal Mission Statement 32
14. Write a Customer-Focused Plan 34
15. Set Specific and Relevant Goals 36
16. Measure Results to Stay on Track 38
4 COMMUNICATION: Choose the Right Lines
in the Script
17. You Don’t Communicate Alone 42
18. Stop When You See Communication
Red Lights 44
19. Go with Green Light Communication 46
20. Listen, Listen, Listen 48
21. Speak Your Best at All Times 50
22. Pay Attention to Body