Super Service : Seven Keys to Delivering Great Customer Service... Even When You Don't Feel Like It!... Even When They Don't Deserve It!

Part I: The Basics.

Chapter 1: The Heart of the Matter.

Chapter 2: Serving Up Your Best (Even When Feeling Your Worst).

Part II: Seven Keys to Delivering Super Service.

Chapter 3: Customer Service Key 1: The Right Attitude.

Chapter 4: Customer Service Key 2: Understand The Customer's Needs.

Chapter 5: Customer Service Key 3:Communicate Clearly.

Chapter 6: Customer Service Key 4: Reach Agreement.

Chapter 7: Customer Service Key 5: Check Understanding.

Chapter 8: Customer Service Key 6: Take Action.

Chapter 9: Customer Service Key 7: Build On Satisfaction.

Part III: Advvanced Customer Service Skills.

Chapter 10: How to handle an Unhappy Customer.

Chapter 11: Selling Skills.

Chapter 12: Telephone Skills.

Chapter 13: How to Avoid Stress and Burnout.

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