Common Sense Customer Service - Improve Your Job Skills & Provide a Great Customer Experience

A Must Have Resource For Anyone In The Customer Service Field

**For Job Seekers**

Common Sense Customer Service helps job seekers that are looking for a career in customer service. This book gives them a good grounding in what is involved in delivering truly excellent customer service. It also explains how being an amazing customer service representatives benefits themselves, the customer and the company. The job seeker can be certain that they have the skills that are required for such a position and can effectively communicate that when applying for a career in customer service.

**For Customer Service Training**

Common Sense Customer Service is a must-have book to add to any customer service training program. It's great for large or small companies since it is general enough for any industry but in-depth enough to be truly useful.

Victoria Wells talks from a wealth of customer service experiences in a non-threatening, chatty style that most people find easy to read and easy to absorb.

This book can be the basis of a training program, an addition to a training program and a reference guide.

**For Managers/Owners**

Every manager/owner should have a copy of this book for themselves, too. The Extra Chapter is targeted specifically at managers/owners and includes some valuable insights.

Managers/owners will come away with a new appreciation and understanding of their role in attaining company wide, exceptional customer service, as well as ideas on how to effectively reward, or constructively criticize, their customer service personnel.

**Basic Customer Service Concepts**

Do Unto Others

The Customer is Always Right - NOT!

The Customer is Always the Customer

**Attitude and personality**

Personality

Attitude

**General telephone basics**

Automated Attendant or Not?

Pick Up The Phone!

Physical Telephone Message Records

Setting Up Your Automated Attendant

How to Answer the Phone

Don't make the greeting too long

Return Voice Messages

Telephone Tag

It Doesn't Stop There

Don't Badger

**Communicating With Your Customers**

In Person

In Person Trumps On The Phone

By Email

By Phone

By Regular Mail

Upselling

**

Dealing with Different Types of Customers**

Understanding Your Customers

What do most customers really want?

Learn to Listen

Recap

The Golden Rule

The Demanding Customer

The Unhappy Customer

The Unreasonable Customer

The Abusive Customer

The Accommodating Customer

Internal Customers

Don't Play Politics

**

Under-promise and over-deliver**

Promises, Promises, Promises

Under Promise and Over Deliver

Keeping the Customer Informed

Follow Up, Follow Up, Follow Up

**Knowing your limits**

Company Policies

Use Your Authority Wisely

**Dealing with stress**

Don't Take It Personally

On the Phone

In Person

If It's Truly Too Much

Never Complain to a Customer

**Good note keeping**

Manual Note Keeping

Be Concise, Not Cryptic

Be Consistent

Critical Information

Separating Notes

Indicating Completion

Tracking Older Notes That Are Not Yet Complete

Keeping Older Books of Notes Handy

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