Successful Customer Service
Successful Customer Service
Get Brilliant Results Fast
₹265.50 ₹295.00 Save: ₹29.50 (10%)
Go to cartISBN: 9788130915029
Bind: Paperback
Year: 2013
Pages: 214
Size: 5.5 x 8.5 Inch
Publisher: Crimson Publishing
Published in India by: Viva Books
Exclusive Distributors: Viva Books
Sales Territory: India, Nepal, Pakistan, Bangladesh, Sri Lanka
Description:
Streamline your customer service
Customers are king. And good customer service is vital for customer retention and loyalty. Whether you communicate with your customers online, via a cell centre or in person you'll need a winning customer service approach.
This practical book shows you how to develop and retain a competitive edge using best practice customer service principles, such as how to deliver great service, motivate your staff, turn complaints to your advantage and turn satisfied customers into advocates for your brand.
This book will help you:
- Champion positive attitude in your staff
- Manage difficult customers effectively
- Turn customers into advocates for your business
- Increase customer retention and loyalty
Target Audience: People in customer service department.
Contents:
Part 1: Creating a culture of excellent customer service • Why good customer service is essential • Knowing your customers • Your customer service philosophy • Setting standards • Improving communication • Motivating your staff • Training and development • Measure, monitor and reward • Customer surveys • Part 2: Techniques for successful customer service • Voice and telephone handling techniques • Appearance and body language • Listening • Questioning and interpreting needs • Assertiveness • Getting on the customer's wavelength • Dealing with the angry or difficult person • Steps to exceptional service • Quickstart guide: summary of key points • Troubleshooting • Index
About the Authors:
An accomplished conference speaker, Pauline Rowson ran her own Marketing, Training and PR Company, and has helped countless organisations to improve their customer service skills. She is the author of several business and motivational books. Her books and sold around the world and have been translated into several languages.
