Quality Customer Service: How to Win with the

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.

Is This Book for You?

viii

Part 1: Winning with the Customer

Do You Have What It Takes to Win with the Customer?

3

(3)

Comparing Customer Service to a Refrigerator

6

(3)

What Is Quality Customer Service?

9

(3)

Four Reasons Why Quality Service Is Important

12

(1)

Adopting a Customer Service Perspective

13

(3)

Why Winning at Customer Service Is Important to You

16

(5)

Part 2: Four Steps to Quality Customer Service

Quality Customer Service

21

(1)

Transmit a Positive Attitude

22

(17)

Be Attentive to Your Appearance

24

(5)

Monitor the Sound of Your Voice

29

(2)

Use the Telephone Effectively

31

(2)

Stay Energized

33

(4)

Summary and Follow-Up

37

(2)

Identify Customer Needs

39

(20)

Understand Basic Needs

43

(2)

Be Aware of Timing Requirements

45

(2)

Stay One Step Ahead of Your Customers

47

(2)

Remain Attentive

49

(3)

Practice Skillful Listening

52

(3)

Obtain Feedback

55

(2)

Summary and Follow-Up

57

(2)

Provide for the Needs of Your Customers

59

(19)

What Are the Characteristics of the Services You Provide?

61

(3)

Meet Basic Needs

64

(2)

Perform Important Back-Up Duties

66

(1)

Send Clear Messages

67

(2)

Say the Right Thing

69

(2)

Sell Your Organization's Uniqueness

71

(2)

Meet the Computer Challenge

73

(2)

Prepare for the Unexpected

75

(2)

Summary

77

(1)

Make Sure Your Customers Return

78

(19)

Handle Complaints Effectively

80

(5)

Get Difficult Customers on Your Side

85

(3)

Take That One Extra Service Step

88

(3)

Summary

91

(6)

Part 3: Notes and Comments

Assess Your Customer Service Skills

97

(1)

Service Provider Self-Assessment Scale

98

(2)

Scoring the SP SAS

100

(2)

Conclusion

102

(1)

Author's Notes and Comments

103

(4)

Additional Reading

107

(1)

To the Supervisor and/or Trainer

108

(1)

Upon Completion of the Program

109

What is included with this book?

The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.

The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.

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Quality Customer Service: How to Win with the Customer

Summary

Table of Contents

Supplemental Materials

FREE SHIPPING

Rent More, Save More! Use code: BBRENTAL

5% off 1 book, 7% off 2 books, 10% off 3+ books

Quality Customer Service: How to Win with the Customer

Summary

Table of Contents

Supplemental Materials

Digital License