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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.
"This is a positive book!...presented in an upbeat, fun style...concentrates on how to win and keep customers!--Tony D'Angelo, Human Resources Development, Embassy Suite Hotels
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