Overview

A Must Have Resource For Anyone In The Customer Service Field For Job Seekers This book gives job seekers a good grounding in what is involved in delivering truly excellent customer service. It also explains how being an amazing customer service representatives benefits themselves, the customer and the company. A job seeker can be certain they have the skills required for such a position and can effectively communicate that when applying for a career in customer service. For Customer Service Training Common Sense Customer Service is a must-have book to add to any customer service training program. It's great for large or small companies as it is general enough for any industry but in-depth enough to be truly useful. Victoria Wells talks from a wealth of customer service experiences in a non-threatening style that people find easy to read and easy to absorb. This book serve as the basis of a training program, an addition to a training program and a reference guide. For Managers/Owners The Extra Chapter is targeted specifically at managers/owners and includes some valuable insights. Managers/owners will come away with a new appreciation and understanding of their role in attaining company-wide, exceptional customer service, as well as ideas on how to effectively reward, or constructively criticize, their customer service personnel. Basic Customer Service Concepts Do Unto Others The Customer is Always Right - NOT! The Customer is Always the Customer Attitude and personality Personality Attitude General telephone basics Automated Attendant or Not? Pick Up The Phone! Physical Telephone Message Records Setting Up Your Automated Attendant How to Answer the Phone and more ... Communicating With Your Customers In Person In Person Trumps On The Phone By Email By Phone and more ... Dealing with Different Types of Customers Understanding Your Customers The Demanding Customer The Unhappy Customer The Unreasonable Customer The Abusive Customer The Accommodating Customer and more ... Under-promise and over-deliver Promises, Promises, Promises Under Promise and Over Deliver and more ... Knowing your limits Company Policies Use Your Authority Wisely Dealing with stress Don't Take It Personally If It's Truly Too Much Never Complain to a Customer and more ... Good note keeping Manual Note Keeping Electronic Note Keeping Keeping Good Customer Records and more ... Follow Up, Follow Up, Follow Up The Importance of Following Up Keeping Your Customer In The Loop Why Following Up With Your Customer Is So Important and more ... Bonus Chapter for the Manager/Owner Lead By Example Management by Walking Around Technology Other things to consider are Empowering Your Employees Rewarding Your Employees Praise In Public, Criticize In Private Constructive Criticism When an Employee is not a Good Fit for Your Company

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9781482746150

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Victoria Wells has been in the customer service field for over 30 years. She has a unique perspective on the role of a customer service representative as, throughout her career, she has been an employee, an employer and a consultant. Victoria has had the opportunity and the privilege to work with many different companies in diverse fields. She felt that a simple, common sense, no-nonsense guide to a career in customer service was missing from all the training books and manuals available. Her writing style is chatty and non-threatening. She uses experiences from her own career to highlight, and bring clarity to, the advice she offers.

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