How-To Book Series Communication Skills/Conflict Resolution Customer Service/Quality Legal Issues Management/Supervision Personal Improvement/ Employee Development Teamwork/Meeting Skills Time & Stress Management >> Customer Service/Quality Customer Service Excellence: It's In the Details by Lisa Ford Ann didn't want to be a robot mouthing the words, "The customer is always right." That was hard to enforce, anyway. Her staff dealt with hassles all day! How could she really motivate them to want to help customers, even if she couldn't offer a pay raise or financial incentives? The first step to creating a total positive experience for each customer is to know who your customer is and what your customer wants. From tips to talking over customer complaints with the boss to helping customers over the phone, this dynamic book reviews the constant changes in customer service and helps employees discover how they can create positive points of contact with each customer by treating them like partners and communicating with heart. Customer Service Excellence: It's in the Details gives your employees new ways to manage emotional customers and their expectations, strategies for cross-selling and up-selling, and keeping your attitude and energy up all day long! How-To Training Points: Develop an emotional need with your customer Involve customers in the problem solving process Deliver outer circle service

$ 18.95

Keep Them Calling: Superior Service on the Telephone by Sherry L. Barrett Doris hung up the phone, pleased as ever. She'd order from that company every time! They had called her to let her know her credit card number was outdated. But because they notified her promptly, she'd still get the gifts on time. What service-better than the stores where she shopped in person! The telephone sometimes is the only link customers have with an organization. Keep Them Calling! teaches employees polished phone deliveries to create trusting customer relationships. Whether servicing customers on the telephone is a big or small part of their job, with this quick-read book, employees are sure to make a positive impression and relay a professional image. How-To Training Points: Use the telephone to build strong customer relationships Follow basic steps for opening, completing, and closing a call Adapt to caller's communication styles Respond effectively to difficult callers

$ 18.95