Quality Customer Service: Satisfy Customers--It's Everybody's Job

Overview

Whether your customer is across the country or across the hall, understanding and meeting their needs is the first and last step to success.

External customers drive sales and growth. Internal customers are the key to efficiency and profitability. We can all contribute to the success of our organization by winning over customers with superior products and service and delivering quality customer service.

...

See more details below
Paperback
$12.23
BN.com price
(Save 18%)$14.95 List Price
Other sellers (Paperback)
  • All (7) from $1.99   
  • New (2) from $9.33   
  • Used (5) from $1.99   
Sending request ...

Overview

Whether your customer is across the country or across the hall, understanding and meeting their needs is the first and last step to success.

External customers drive sales and growth. Internal customers are the key to efficiency and profitability. We can all contribute to the success of our organization by winning over customers with superior products and service and delivering quality customer service.

Quality Customer Service begins with the fundamentals to defining customer needs and then you'll learn how to:

Maintain a positive attitude and environment

Establish feedback mechanisms

Manage complaints and difficult customers

Ensure repeat business

Read More Show Less

Product Details

  • ISBN-13: 9781426018336
  • Publisher: Axzo Press
  • Publication date: 12/16/2009
  • Edition number: 5
  • Pages: 104
  • Product dimensions: 7.90 (w) x 9.80 (h) x 0.30 (d)

Table of Contents

About the Author 1

About the Crisp 50-Minute Series 3

A Note to Instructors 4

Part 1 Winning with the Customer 5

Do You Have What It Takes to Win with the Customer? 7

Comparing Customer Service to a Refrigerator 10

What Is Quality Customer Service? 13

Four Reasons Why Quality Service is Important 19

Adopting a Customer Service Perspective 20

Why Winning at Customer Service is Important to You 22

Summary 24

Part 2 Showing a Positive Attitude 25

Why a Positive Attitude Is Important 27

Communicate Your Best Image 29

Monitoring the Sound of Your Voice 32

Using the Telephone Effectively 33

Staying Energized 34

Summary and Follow-Up 38

Part 3 Identifying Customer Needs 41

Identifying Customer Needs 43

Understanding Basic Needs 46

Recognizing Customer Timing Requirements 48

Stay One Step Ahead of Your Customers 49

Remaining Attentive 51

Using a CRM System 53

Summary 54

Part 4 Providing for the Needs of Your Customers 57

Providing for Your Customers' Needs 59

Meeting Basic Customer Service Needs 60

Performing Important Backup Duties 61

Sending Clear Messages 62

Saying the Right Thing 64

Selling Your Organization's Uniqueness 65

Meeting the Computer Challenge 67

Preparing for the Unexpected 70

Summary 72

Part 5 Making Sure Your Customers Return 73

Making Sure Your Customers Return 75

Soliciting Customer Feedback 77

Handling Complaints Effectively 79

Getting Difficult Customers on Your Side 84

Taking That One Extra Service Step 86

Reviewing the Actions that Cause a Customer to Return 88

Striving for Quality Customer Service 89

Appendix 93

Appendix to Part 1 95

Appendix to Part 2 96

Appendix to Part 3 98

Appendix to Part 4 100

Appendix to Part 5 102

Additional Reading 104

Read More Show Less

Customer Reviews

Be the first to write a review
( 0 )
Rating Distribution

5 Star

(0)

4 Star

(0)

3 Star

(0)

2 Star

(0)

1 Star

(0)

Your Rating:

Your Name: Create a Pen Name or

Barnes & Noble.com Review Rules

Our reader reviews allow you to share your comments on titles you liked, or didn't, with others. By submitting an online review, you are representing to Barnes & Noble.com that all information contained in your review is original and accurate in all respects, and that the submission of such content by you and the posting of such content by Barnes & Noble.com does not and will not violate the rights of any third party. Please follow the rules below to help ensure that your review can be posted.

Reviews by Our Customers Under the Age of 13

We highly value and respect everyone's opinion concerning the titles we offer. However, we cannot allow persons under the age of 13 to have accounts at BN.com or to post customer reviews. Please see our Terms of Use for more details.

What to exclude from your review:

Please do not write about reviews, commentary, or information posted on the product page. If you see any errors in the information on the product page, please send us an email.

Reviews should not contain any of the following:

  • - HTML tags, profanity, obscenities, vulgarities, or comments that defame anyone
  • - Time-sensitive information such as tour dates, signings, lectures, etc.
  • - Single-word reviews. Other people will read your review to discover why you liked or didn't like the title. Be descriptive.
  • - Comments focusing on the author or that may ruin the ending for others
  • - Phone numbers, addresses, URLs
  • - Pricing and availability information or alternative ordering information
  • - Advertisements or commercial solicitation

Reminder:

  • - By submitting a review, you grant to Barnes & Noble.com and its sublicensees the royalty-free, perpetual, irrevocable right and license to use the review in accordance with the Barnes & Noble.com Terms of Use.
  • - Barnes & Noble.com reserves the right not to post any review -- particularly those that do not follow the terms and conditions of these Rules. Barnes & Noble.com also reserves the right to remove any review at any time without notice.
  • - See Terms of Use for other conditions and disclaimers.
Search for Products You'd Like to Recommend

Recommend other products that relate to your review. Just search for them below and share!

Create a Pen Name

Your Pen Name is your unique identity on BN.com. It will appear on the reviews you write and other website activities. Your Pen Name cannot be edited, changed or deleted once submitted.

 
Your Pen Name can be any combination of alphanumeric characters (plus - and _), and must be at least two characters long.

Continue Anonymously

    If you find inappropriate content, please report it to Barnes & Noble
    Why is this product inappropriate?
    Comments (optional)