10 Steps to Successful Customer Service

Overview

10 Steps to Successful Customer Service is an essential key practice check up designed to help both front line customer service professionals and their managers' maintain focus on creating satisfied, loyal customers. From front line motivation to building trust to tackling difficult problems, this book hits all the key customer satisfaction bases. Loaded with useful examples, exercises, and worksheets, readers will find powerful ways to reconnect to their organizations and discover fresh insight into their ...

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Overview

10 Steps to Successful Customer Service is an essential key practice check up designed to help both front line customer service professionals and their managers' maintain focus on creating satisfied, loyal customers. From front line motivation to building trust to tackling difficult problems, this book hits all the key customer satisfaction bases. Loaded with useful examples, exercises, and worksheets, readers will find powerful ways to reconnect to their organizations and discover fresh insight into their career.

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Product Details

  • ISBN-13: 9781562865900
  • Publisher: American Society for Training & Development
  • Publication date: 2/16/2010
  • Pages: 192
  • Sales rank: 418,713
  • Product dimensions: 5.90 (w) x 8.90 (h) x 0.50 (d)

Table of Contents

Preface vii

Acknowledgments xi

Introduction xiii

Step 1 Identify Service Motivation and Mission 1

Step 2 Define Great Service for Your Organization 17

Step 3 Form Great Relationships 29

Step 4 Build Trusting Relationships that Last 45

Step 5 Use the Law of Attraction-Be Positive 63

Step 6 Aggressively Solve Problems-the Bigger the Better 77

Step 7 Recover from Mistakes Gracefully 93

Step 8 Give Customers and Yourself a Break 103

Step 9 Keep It Cool When Things Get Hot 123

Step 10 Be Your Own Best Customer 135

Conclusion 147

Appendix A Creating and Supporting a Customer Service Culture 149

Appendix B Enjoy the Journey: Tool and Worksheet Roundup 153

References 161

Index 163

About the Author 169

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