Practical, concise help for dealing with customers: The book and its accompanying elearning course and Certification begins with outlining several customer service techniques, and describes each of them. Some are very basic, and some are more advanced, particularly those that deal with dealing with angry customers, or preventing problems with customers from escalating and becoming time consuming.
But that's not only the meat of the book, or what makes the book so useful. The book contains dialogues between customers and staff, showing how the various situations SHOULD be handled. Each one is to the point and the information for each one can be assimilated and learned from in a very few minutes.
This book can be used in so many ways. You can sit and read it through. You can browse it and just read the parts that you want help with. You can read one or two dialogues, and learn one or two skills a day, since each segment really stands on its own. It's a great source book to use in customer service training, because it's all there -- techniques, and how to use them.
It's quick to learn from. And it's real. The dialogues will strike home with you. You've had most of these situations - There is no better, faster book to learn how to deal with customers (especially the difficult customers), it's a One Stop Shopping for ideas, you won't be disappointed in this one: Customer service is for everyone.
How can you inspire and rejuvenate your workforce? For supervisors who need to motivate their teams to provide excellent customer service, or for trainers in the workplace, this book will be welcome. By feeding manageable exercises that they can take back to work, You'll see creativity born of empowerment that can make a difference. Applicable in any job, accomplishment in customer service are those which the new employer will want to hear about.
Addressing the dynamics of employees dealing with both internal and external customers, there are many ten-minute exercises, appropriate for new employee orientation, warm-ups for staff meetings, or launches for all-day training times, this book provides practical hints and easy-to-reproduce hand-outs without overloading the reader with theory.
It's easy to satisfy low expectations and it doesn't mean very much. You have to create Customers who tell others how wonderful you are. You want everyone in your company focused on customers. Focused on creating stories your customers can tell others. This book gives you the road map to do it, all wrapped up in easy lessons.
- Reveal Your Best Customer: reveal customer insights allowing you to provide more value.
- Improve Customer Service with Customer Service Training.
- Use it for Customer Service Rep call center and customer support training programs.
- Create Expert, reliable customer support.
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Extraordinary Customer Service, what does this mean to me?
Well, I could certainly share more than 1 occasion in which the service was so terrible it seemed almost personal, and I chirped off to the competition and that was that. I have to agree with Jim that a good example is sooo hard to find. So, I’ve started to take this approach – and, if you’re creative enough at the time, you may enjoy it too… I reward the extraordinary services even more by going that extra step as a customer. I call over a supervisor if out somewhere, ask for a contact name/number/email in which I can share what a great experience I just had with so-so doing such-such, or leave a bigger tip, a more detailed comment card. Whatever I can do to share how I feel after being served by them. Since I’ve been doing this, I’ve noticed my attention to how I perform to my ‘customers’ at work has a positive buzz around me while I come away from it feeling that much more happier. I don’t really experience truely horrible service anymore as a result. I will just leave if I see it’s not going to be positive interactions happening before I have to endure the service.
I have seen some incredible customer service that has left me talking about it months afterwards such as..
The manager at Marie Callendar’s that comp’d us a free meal for an online order we submitted that didn’t turn out well. They over charged us and she gave us another free dinner ticket…
The laundramat owner that loaned us some quarters and stayed late so that we could wash ALL of our clothes before we left and refused to take the money for months until my husband explained it was very important for us to make sure he got the money back and how much we appreciated the gesture as it was the last bit of money we had at the moment and had a full week of work ahead of us both…
The very caring and motherly RN that just showered my husband with her healing touch hour after hour in the ER as she calmed him down from 1 of the worst asthma attacks I’ve ever witness him have….
Those are just a few of the most recent interactions and fall in line with what I’d say extraordinary customer service is…