Common Sense Customer Service – Improve Your Job Skills & Provide A Great Customer Experience Pdf

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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 ConceptsDo Unto OthersThe Customer is Always Right – NOT!The Customer is Always the CustomerAttitude and personalityPersonality AttitudeGeneral telephone basicsAutomated Attendant or Not? Pick Up The Phone!Physical Telephone Message RecordsSetting Up Your Automated AttendantHow to Answer the PhoneDon't make the greeting too longReturn Voice MessagesTelephone TagIt Doesn't Stop ThereDon't Badger
Communicating With Your CustomersIn Person In Person Trumps On The PhoneBy EmailBy PhoneBy Regular MailUpselling
Dealing with Different Types of CustomersUnderstanding Your Customers What do most customers really want?Learn to ListenRecapThe Golden RuleThe Demanding CustomerThe Unhappy CustomerThe Unreasonable CustomerThe Abusive CustomerThe Accommodating CustomerInternal CustomersDon't Play Politics
Under-promise and over-deliverPromises, Promises, Promises Under Promise and Over DeliverKeeping the Customer InformedFollow Up, Follow Up, Follow Up
Knowing your limitsCompany Policies Use Your Authority Wisely
Dealing with stressDon't Take It Personally On the PhoneIn PersonIf It's Truly Too MuchNever Complain to a Customer
Good note keepingManual Note Keeping Be Concise, Not CrypticBe ConsistentCritical InformationSeparating NotesIndicating CompletionTracking Older Notes That Are Not Yet CompleteKeeping Older Books of Notes HandyElectronic Note KeepingKeeping Good Customer Records
Follow Up, Follow Up, Follow UpThe Importance of Following Up Keeping Your Customer In The LoopWhy Following Up With Your Customer Is So ImportantWays To Follow UpAdditional Advantages of Keeping Your Customers Informed
Bonus Chapter for the Manager/OwnerLead By ExampleManagement by Walking Around TechnologyOther things to consider areEmpowering Your EmployeesRewarding Your EmployeesPraise In Public, Criticize In PrivateConstructive CriticismWhen an Employee is not a Good Fit for Your Company

Product Details

  • File Size: 3046 KB
  • Print Length: 68 pages
  • Simultaneous Device Usage: Unlimited
  • Publisher: Geezer Guides; First Edition edition (March 11, 2013)
  • Publication Date: March 11, 2013
  • Sold by:  Amazon Digital Services LLC
  • Language: English
  • Text-to-Speech: Enabled
  • X-Ray: Not Enabled
  • Word Wise: Enabled
  • Lending: Enabled
  • Screen Reader: Supported
  • Enhanced Typesetting: Enabled
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