10 Steps to Successful Customer Service

by Maxine Kamin

Overview

Providing great customer service has never been more critical for the success of any business. 10 Steps to Successful Customer Service is designed as a quick but effective check up to ensure that front line professionals as well as customer service managers focus on the key practices that keep and create satisfied customers. Beginning with a focus on individual motivation for service, Maxine Kamin covers all the bases critical for success from trust and relationship building to maintaining a big picture perspective to avoid burn out on the job.

The 10 Steps to creating spectacular customer service!

Step 1: Identify Service Motivation and Mission

Step 2: Define Great Service for Your Organization

Step 3: Form Great Relationships

Step 4: Build Trusting Relationships that Last

Step 5: Use the Law of Attraction—Be Positive

Step 6: Aggressively Solve Problems—the Bigger the Better

Step 7: Recover from Mistakes Gracefully

Step 8: Give Customers and Yourself a Break

Step 9: Keep It Cool When Things Get Hot

Step 10: Be Your Own Best Customer

Product Details

ISBN-13:	9781562865900
Publisher:	Association for Talent Development
Publication date:	02/01/2010
Series:	10 Steps
Pages:	192
Product dimensions:	5.90(w) x 8.90(h) x 0.50(d)

About the Author

Maxine Kamin is the founder and president of TOUCH Consulting headquartered in Plantation, Florida. She has been avidly involved in leadership and customer service research and training for more than 25 years, and is the author of many publications, including Uncommon Courtesy, a training program that is enhancing customer service in 36 states. Kamin consults with corporations, state and local governments, and nonprofit agencies to help individuals and teams reach their goals and attain success in the global marketplace. She formerly served as a faculty member at the University of Massachusetts, as acting dean at Miami-Dade Community College, and as manager of instruction and evaluation at American Express. She has trained thousands of associates, from corporate executives to frontline staff, and has received numerous awards and commendations for her personable and enthusiastic approach to training and consulting. Kamin's company operates on the premise that the personal touch in business—respecting and appreciating associates and customers—is the key to success. Her programs are designed to give practical application to these principles.Maxine is the author of 10 Steps to Successful Customer Service (ASTD, 2010) and Customer Service Training (ASTD, 2002).

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