Contact, Care, Communicate

Contact, Care, Communicate

by Stephanie Dollschnieder


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Contact, Care, COMMUNICATE-How Interpersonal Skills Are the Foundation of Genuine Customer Service is a quick and easy read. It helps demystify people skills by presenting interaction concepts in a straight-forward manner that most people can employ. The book pages contain real-world approaches to customer service challenges, and actionable steps for creating an outstanding service experience that will help secure customer loyalty, grow customer base and business services.

This book is a compilation of the insights and observations gleaned from over 20 years of successful research, training, and consulting work in the field of customer service. Ms. Dollschnieder contends that genuine customer service is really a study and practice in human relations. The guidelines within Contact, Care, COMMUNICATE explore the best ways to optimize the human aspect of service.

You'll be introduced to the critical Business-Service-Trust Cycle; learn effective listening techniques; come to understand the nuances of non-verbal communication; and be provided with seven steps for salvaging customer relationships when an error has been made. For those encounters with seriously angry customers, it also provides Seven Tips for Dealing Effectively with Angry or Difficult Customers. Lastly, the book contains "how to" suggestions for those businesses that want to reap the many benefits of creating an internal culture of service.

Product Details

ISBN-13: 9781450008037
Publisher: Xlibris Corporation
Publication date: 01/04/2010
Pages: 112
Product dimensions: 6.00(w) x 9.00(h) x 0.27(d)

About the Author

Stephanie Dollschnieder Stephanie Dollschnieder is a performance improvement and organization development consultant. She is the founder and president of UpSwing Performance Improvement, Inc., a St. Louis-based, women-owned corporation. Ms. Dollschnieder performs a variety of interventions for performance improvement including consultation, executive/personal coaching, motivational/informational speaking, workshops, and intensives. Some of the areas of expertise that Ms. Dollschnieder commonly covers are: customer services; leadership skills; presentation skills; succession planning; project management; gender communication; change management; cultural diversity; team problem-solving; and sales techniques. A member of Mensa, her energetic and skillful speaking style is highly sought after in not only corporate settings, but in academia and with the military as well. Ms. Dollschnieder has provided consultation in strategic and succession planning for several large companies in the financial services industry. She began working with large energy producers and distributors in 2000, and has been instrumental in the design, development and facilitation of customer services workshops for these entities as they deal with the challenges and politics of today's energy industry. A Midwesterner, she grew up in St. Louis and graduated with a B.A. in Romance Languages from the University of Missouri in Columbia. She earned her M.A., in Communications Management from the Annenberg School for Communication & Journalism at the University of Southern California. An avid traveler with a keen interest in communication and interpersonal skills, Ms. Dollschnieder developed an expertise in inter-culturalcommunication. She conducted community relations workshops for Americans in Europe. She speaks several languages fluently, and has conducted cultural diversity seminars for the U.S. Government, and several large Petro-Chemical and telecommunications companies. Earlier in her career Ms. Dollschnieder held a number of high-level management positions in the telecommunications industry. These positions were held in the Sales, HR/OD, and Communications organizations. Positions included: Communications Specialist; Advanced Sales Trainer; Director of Training; and Regional Market Manager-Major Accounts for Southern California. As the Director of Training, responsibilities included managing leadership development; performing corporate training needs analyses; establishing job-specific curricula; and managing two regional Instructional Design and Training Delivery staffs (in Los Angeles and San Francisco). As the Market Manager for Major Accounts, responsibilities included being the corporate liaison with eight diverse ethnic populations, and providing market intelligence for the southern California region, including recommendations on product, pricing strategies, and promotional concepts. Nestlé Purina PetCare, Edward Jones, Sara Lee Bakery Group, AmerenUE, The Woodbridge Group, Raymond James Financial Services, Commerce Bank, SAIC for the United States Armed Forces, Missouri Natural Gas, Jackson National Life Distributors, Laclede Gas, and GE Asset Management are among Stephanie's clients.

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Contact, Care, Communicate 5 out of 5 based on 0 ratings. 1 reviews.
TristanMills More than 1 year ago
If you in anyway interact with people on a day-to-day basis Contact, Care, COMMUNICATE is a must read. Whether you're an expert in the field yourself or just beginning your journey into the world of customer service, this book offers thoughtful and genuinely helpful insight in interpersonal communications. The skills explained are extremely valuable while also being easy to read and interpret. Overall I recommend this book to anyone and everyone who wants to improve their communication skills.