Award-Winning Customer Service

by Evenson, Renee

• ISBN13: 9780814474549
• ISBN10: 0814474543
• Format: Paperback
• Copyright: 2007-09-12
• Publisher: Amacom Books

Summary

Delivering top-of-the-line customer service is Job #1 for most companies, an important factor in keeping profits high and customers coming back. Customer service problems can damage not just a company's reputation but its bottom line, so for busy managers -- and business owners with little time to search for solutions -- some fast help is needed.Award-Winning Customer Serviceoffers scores of quick tips for readers looking to improve and then maintain their company's level of customer service. The book is chock full of practical advice on important topics such as: Planning and goal setting Effective communication Leadership Preparing for change Continual learning Coaching and development Effective feedback Motivational and problem-solving meetings Conflict resolution Follow-up and staying on top of the game And more. Containing 101 effective tips in all, unique "When this happens, try this" sections, and encouraging quotes, this is an essential reference for anyone who needs guidance or just a refresher on making customers feel truly valued.

Author Biography

Renee Evenson (St. Simons Island, GA) has worked in the customer service management field for 25 years, including 15 years as a customer service manager at BellSouth Telecommunications, where her duties included staff training and development. She is the author of Customer Service Training 101 (0-8144-7290-7).

Table of Contents

Customers : delight your audience

Performance : your role of a lifetime

Planning : a good script begins with thoughtful consideration

Communication : choose the right lines in the script

Leadership : great performances need great direction

Preparation : things are going to change

Training : learn your lines

Teamwork : the actors make the cast

Motivation : monitoring the process

Feedback : rave reviews and poor reviews

Meetings : on-the-spot rehearsals

Conflict : every production has turmoil

Commitment : take it from the top

Quick tips : cue cards

Table of Contents provided by Blackwell. All Rights Reserved.