Common Sense Customer Service - Improve Your Job Skills & Provide a Great Customer Experience by Wells, Victoria -- Read -- Imperial Library of Trantor

Index

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 Electronic Note Keeping Keeping Good Customer Records

Follow Up, Follow Up, Follow Up

The Importance of Following Up Keeping Your Customer In The Loop Why Following Up With Your Customer Is So Important Ways To Follow Up Additional Advantages of Keeping Your Customers Informed

Bonus Chapter for the Manager/Owner

Lead By Example Management by Walking Around Technology Other things to consider are Empowering Your Employees Rewarding Your Employees Praise In Public, Criticize In Private Constructive Criticism When an Employee is not a Good Fit for Your Company

About The Author PLEASE REVIEW Other Books From Geezer Guides