How to Read Common Sense Customer Service - Improve Your Job Skills & Provide A Great Customer Experience PDF
A Must Have Resource For Anyone In The Customer Service FieldFor Job SeekersThis book gives job seekers a good grounding in what is involved in delivering truly excellent customer service. It also explains how being an amazing customer service representatives benefits themselves, the customer and the company. A job seeker can be certain they have the skills required for such a position and can effectively communicate that when applying for a career in customer service.For Customer Service TrainingCommon Sense Customer Service is a must-have book to add to any customer service training program. It's great for large or small companies as it is general enough for any industry but in-depth enough to be truly useful.Victoria Wells talks from a wealth of customer service experiences in a non-threatening style that people find easy to read and easy to absorb.This book serve as the basis of a training program, an addition to a training program and a reference guide.For Managers/OwnersThe Extra Chapter is targeted specifically at managers/owners and includes some valuable insights.Managers/owners will come away with a new appreciation and understanding of their role in attaining company-wide, exceptional customer service, as well as ideas on how to effectively reward, or constructively criticize, their customer service personnel.Basic Customer Service ConceptsDo Unto OthersThe Customer is Always Right - NOT!The Customer is Always the CustomerAttitude and personalityPersonalityAttitudeGeneral telephone basicsAutomated Attendant or Not?Pick Up The Phone!Physical Telephone Message RecordsSetting Up Your Automated AttendantHow to Answer the Phoneand more ...Communicating With Your CustomersIn PersonIn Person Trumps On The PhoneBy EmailBy Phoneand more ...Dealing with Different Types of CustomersUnderstanding Your CustomersThe Demanding CustomerThe Unhappy CustomerThe Unreasonable CustomerThe Abusive CustomerThe Accommodating Customerand more ...Under-promise and over-deliverPromises, Promises, PromisesUnder Promise and Over Deliverand more ...Knowing your limitsCompany PoliciesUse Your Authority WiselyDealing with stressDon't Take It PersonallyIf It's Truly Too MuchNever Complain to a Customerand more ...Good note keepingManual Note KeepingElectronic Note KeepingKeeping Good Customer Recordsand more ...Follow Up, Follow Up, Follow UpThe Importance of Following UpKeeping Your Customer In The LoopWhy Following Up With Your Customer Is So Importantand more ...Bonus Chapter for the Manager/OwnerLead By ExampleManagement by Walking AroundTechnologyOther things to consider areEmpowering Your EmployeesRewarding Your EmployeesPraise In Public, Criticize In PrivateConstructive CriticismWhen an Employee is not a Good Fit for Your Company
