Crisp: Quality Customer Service 4th Edition
(APLS-0086)
One day
Description:
The techniques and tools covered in this book will help you understand the basic needs of customers, outline four reasons why quality service is important, teach you how to handle complaints and difficult customers, and help you anticipate your customer's needs. Everyone in an organization has something to do with customers daily. Customer service is the foundation on which success and profitability can be built. This book guides you through the establishment of quality customer service procedures to build your company's business. The principles covered can be applied for internal and external customers alike.
Table Of Contents:
Is This Book for You?
Part 1: Winning with the Customer
Do You Have What It Takes to Win with the Customer?
Comparing Customer Service to a Refrigerator
What Is Quality Customer Service?
Four Reasons Why Quality Service Is Important
Adopting a Customer Service Perspective
Why Winning at Customer Service Is Important to You
Part 2: Four Steps to Quality Customer Service
Quality Customer Service
Step 1: Transmit a Positive Attitude
Be Attentive to Your Appearance
Monitor the Sound of Your Voice
Use the Telephone Effectively
Stay Energized
Summary and Follow-Up
Step 2: Identify Customer Needs
Understand Basic Needs
Be Aware of Timing Requirements
Stay One Step Ahead of Your Customers
Remain Attentive
Practice Skillful Listening
Obtain Feedback
Summary and Follow-Up
Step 3: Provide for the Needs of Your Customers
What Are the Characteristics of the Services You Provide?
Meet Basic Needs
Perform Important Back-Up Duties
Send Clear Messages
Say the Right Thing
Sell Your Organization's Uniqueness
Meet the Computer Challenge
Prepare for the Unexpected
Summary
Step 4: Make Sure Your Customers Return
Handle Complaints Effectively
Get Difficult Customers on Your Side
Take That One Extra Service Step
Summary
Part 3: Notes and Comments
Assess Your Customer Service Skills
Service Provider Self-Assessment Scale
Scoring the SP SAS
Conclusion
Author's Notes and Comments
Additional Reading
To the Supervisor and/or Trainer
Upon Completion of the Program
Miscellaneous :
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