Overview

This book is philosophical in the sense that it will make you rethink Customer Service, yet it is practical in value by giving you real tools that actually work-ones that are relevant to both small and large businesses. In addition, you will find hands-on activities in each chapter to apply what you have learned by putting things in your perspective. Thus, this book can be utilized in three ways: - To be utilized as a guide for Customer Service training meant to be delivered at seminars, institutes, and organizations. - To be utilized as a text for an introductory level business course with a focus on Customer Service, taught at a school, college, or university. - To be utilized as a teach yourself resource to learn the art of Customer Service and to discuss what you learn with your colleagues in meetings or focus groups. You will discover and learn: the 3C-the key factors behind the Customer Service multi-billion dollar industry; the formula to calculate the actual worth of your customer; the 360 model-unlocking the hidden code of CUSTOMER SERVICE ; the 8i-understanding your customers' mindsets-to let you approach your customers with confidence while responding to their needs and wants with know how ; how to stay in full control even in some of the most difficult situations -unpleasant and uncertain-striking a fine balance between what is right for the customer and good for your business; how to save your customers without having to say yes to their demands; four ways to overcome communication barriers and connect with your customers in a manner that eradicates the roots of misinterpretation and lays solid grounds for understanding; three tips on finding simple solutions to complex problems; three ways to value time when assisting customers; three factors to keep in mind when educating customers; the 3D so that your customers don't get surprises and you don't get headaches if things don't go as expected; the 3A to exceed your customer expectations; how to establish long-term relationships with your customers that result in lasting loyalty and sustained profitability; one common misconception about the relative significance of our words, tone, and body language; and finally, how to put the three levels of communication-face-to-face, over-the-phone, online-in context so you decide what works best for you and your customers.

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9781481944564

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The author started his career in the customer service industry in 2003 and has served some of the Fortune 500 companies. After joining Convergys Corporation, he trained Customer Service Professionals to support former AT&T Wireless customers. Later, Cingular Wireless LLC, a joint venture between SBC Communications and BellSouth, acquired AT&T Wireless, forming the new Cingular Wireless; and finally, SBC acquired the original AT&T and re-branded all the lines of businesses including the wireless sector as AT&T; the author remained part of all the various transitions, serving the client in the capacity of training and development and preparing the customer service to meet the challenges that come with mergers and acquisitions-striving to keep the customer base loyal and the conversion period transparent without impacting the quality of the service. He left the wireless industry to instruct Customer Service Professionals to support Nissan USA and Nissan Canada consumers upon joining Aditya Birla Minacs. After serving the auto division for a time, he went back to the wireless business, this time preparing Customer Service Professionals to serve Sprint Nextel. In the private sector (ConAgra Foods Inc., Toyota Motor Sales, U.S.A., Inc.) he has also been part of the Information Technology to customize and support Enterprise Resource Planning (ERP) software. In the public sector (County of Simcoe) he has delivered training to various departments including Customer Service, Tourism, Museum, Social & Community Services, Economic Development, Long Term Care, and Libraries, to name a few. He is a graduate of University of Nebraska at Kearney and holds a Master's degree from Bellevue University. The author has enjoyed the privilege of being a member of both the American Society of Training and Development (ASTD) and the Canadian Society of Training and Development (CSTD).

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