Customer Service Secrets

peter economy

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"Customer Service is all about serving your customer - treating her in the very same way that you yourself would want to be treated. This book includes the tools that you would need to provide good customer service to your customers.

Peppered with anecdotes and real life examples, it teaches powerful lessons for providing the highest levels of customer service which bring great results - satisfied customers who reward us with their trust, their confidence, and their business. "

What will you learn from this book

  1. Customer-Centric Approach: Make customer satisfaction a top priority by focusing on meeting and exceeding their needs and expectations. Center your business operations, policies, and culture around delivering exceptional customer experiences.

  2. Active Listening: Practice active listening to understand customers' concerns, preferences, and feedback fully. Listen attentively, ask clarifying questions, and demonstrate empathy and understanding to build rapport and trust.

  3. Problem-Solving Skills: Develop strong problem-solving skills to address customer issues effectively and efficiently. Take ownership of problems, offer timely solutions, and follow up to ensure customer satisfaction and resolution.

  4. Empowerment: Empower frontline employees to make decisions and take action to resolve customer issues autonomously. Provide them with the authority, resources, and training needed to deliver personalized and responsive service.

  5. Consistency: Maintain consistency in delivering high-quality service across all touchpoints and interactions. Establish and adhere to service standards, processes, and protocols to ensure a seamless and cohesive customer experience.

  6. Positive Attitude: Cultivate a positive attitude and demeanor when interacting with customers. Approach each interaction with enthusiasm, positivity, and a willingness to help, regardless of the circumstances.

  7. Continuous Improvement: Foster a culture of continuous improvement by soliciting feedback from customers and employees. Use feedback to identify areas for enhancement, implement changes, and iterate on service delivery to drive ongoing improvement.

  8. Personalization: Personalize the customer experience by understanding individual preferences, histories, and needs. Tailor interactions, recommendations, and solutions to each customer to demonstrate attentiveness and value their unique requirements.

  9. Transparency and Honesty: Be transparent and honest in your dealings with customers. Communicate openly, provide accurate information, and acknowledge mistakes or limitations to build credibility and trust.

  10. Relationship Building: Invest in building long-term relationships with customers based on mutual trust, respect, and loyalty. Foster genuine connections, express appreciation for their business, and go above and beyond to exceed their expectations.

Language English
ISBN-10 0070581584
ISBN-13 9780070581586
No of pages 149
Font Size Medium
Book Publisher Tata Mcgraw-Hill
Published Date 01 Jan 2004

About Author

Author : peter economy

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