Overview

From the author who brought you Managing Service Excellence: The Ultimate Guide to Building and Maintaining a Customer-Centric Organization, National Customer Service Association President and CEO C. William Crutcher delivers another comprehensive guide to exceptional customer service, this time tailored specifically for frontline personnel. Maximizing Customer Loyalty combines 25 years of expert-led training in the fields of customer service, organizational planning, and leader development to guide service providers in any industry to create customers for life. This book leaves no facet of customer service unexamined, covering topics ranging from the foundations of service to relationship building, human behavior, customer interaction, communication skills, stress management, ethics, and workplace safety. Addressing the particular challenges of service in a post-pandemic business landscape, providing real-world examples, and offering practical tools and actionable knowledge, Crutcher sets the reader up for guaranteed success in forging strong, long-lasting customer loyalty, the ultimate competitive advantage for any business. In a world where we all serve someone, this book is an essential read for anyone seeking growth both professionally and personally.

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