Don't let your customer interactions go astray. Develop the customer service skills necessary for the success of your company.
Inhaltsverzeichnis
Acknowledgments vii
Introduction 1
Tips for the Trainer 5
Tips for the Student 13
PART I: PUTTING YOUR BEST FACE FORWARD
Chapter 1 Your First Steps Can Make a Huge Stride: The Basics 19
Customer Service Is the Basics 20
Step 1: First Impressions Matter 23
Step 2: Courtesy Counts 26
Step 3: Attitude Is Everything 29
Step 4: Doing the Right Thing: Ethical Issues 32
Key Points 37, Practice Lesson 38, Doing It Right! 39, How Do I Measure Up? 40
Chapter 2 Tossing the Ball Back and Forth: Effective Communication 41
Customer Service Is Effective Communication 42
Step 1: Say What You Mean and Mean What You Say 46
Step 2: Enhance Your Messages with Nonverbal Techniques 49
Step 3: Putting Words Together: Grammar Usage 52
Step 4: Ask the Correct Questions and Answer the Questions Correctly 55
Step 5: Overcome the Big No 59
Step 6: Listen Attentively 62
Key Points 67, Practice Lesson 68, Doing It Right! 69, How Do I Measure Up? 70
Chapter 3 Jumping In with Both Feet: Relationship Building 72
Customer Service Is Building Relationships 73
Step 1: Establish Rapport 77
Step 2: Interact Positively with Customers 81
Step 3: Identify Customers' Needs 83
Step 4: Make Each Customer Feel Valued 85
Step 5: Maintain Ongoing Relationships 87
Step 6: Understand Various Types of Customers 89
Key Points 96, Practice Lesson 97, Doing It Right! 99, How Do I Measure Up? 100
PART II: PUTTING YOUR CUSTOMERS FIRST
Chapter 4 Seeing Eye to Eye: Face-to-Face Contacts 103
Customer Service Is Face-to-Face Contacts 104
Step 1: Welcome Your Customers 108
Step 2: Find the Best Solutions 111
Step 3: Show Appreciation 113
Key Points 117, Practice Lesson 118, Doing It Right! 119, How Do I Measure Up? 120
Chapter 5 Saying It with a Smile: Telephone Contacts 122
Customer Service Is Telephone Contacts 123
Step 1: Welcome Your Customers 127
Step 2: Find the Best Solutions 128
Step 3: Show Appreciation 132
Key Points 136, Practice Lesson 137, Doing It Right! 138, How Do I Measure Up? 140
Chapter 6 Keeping Up with the Times: Online and Social Media Customer Service 141
Customer Service Is Online and Social Media Contacts 142
Step 1: Welcome Your Customers 147
Step 2: Find the Best Solutions 150
Step 3: Show Appreciation 154
Key Points 159, Practice Lesson 160, Doing It Right! 161, How Do I Measure Up? 162
Chapter 7 Giving When Getting Is Not Expected: Self-Service Contacts 164
Customer Service Is Self-Service Contacts 165
Step 1: Welcome Your Customers 168
Step 2: Find the Best Solutions 170
Step 3: Show Appreciation 173
Key Points 177, Practice Lesson 178, Doing It Right! 179, How Do I Measure Up? 181
Chapter 8 Calming the Storm: Customer Complaint Contacts 182
Customer Service Is Customer Complaint Contacts 183
Step 1: Understand the Complaint 187
Step 2: Identify the Cause 190
Step 3: Solve the Problem 193
Step 4: Restore the Relationship 197
Step 5: Fix What Needs to Be Fixed 198
Key Points 202, Practice Lesson 203, Doing It Right! 206, How Do I Measure Up? 208
PART I I I: PUTTING IT ALL TOGETHER
Chapter 9 Hitting the Ground Running: Ready, Set, Go 211
Customer Service Is Being Ready and Set to Go 212
Your Customer Service Training Quick Reference 215
10 Being the Best You Can Be: The Total Package 217
Customer Service Is Being the Best You Can Be Every Day 217
Always Be Your Best! 220
Index 221
