Overview

Quality customer service is not a difficult concept to understand. In fact, when applied correctly, it is one of the simplest and most effective aspects of business. How many times have you asked yourself what went wrong with a customer interaction? Have you ever felt frustrated by the size of your commission or the lack of referrals? Many so-called customer service professionals fail every day when dealing with the public, often because they lack essential customer service skills. Within these pages, through the fictional lives of Eric, Jamie, Mr. Smith, and Mr. Sternhaven, you will embark on a journey that highlights both the good and bad sides of customer service. The story reveals what happens when professionals lose focus on what truly matters for success. We all strive to be the best at what we do, but in the process, we sometimes forget why we are there. Losing sight of the most important factor, the customer, weakens our ability to build lasting relationships. When we prioritize the customer s needs, we reshape how they perceive us and increase their willingness to do business with us. If you are ready to take your customer service skills to the next level, your journey starts here. Are you ready to begin?

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Frank D. Briggs has always been a great storyteller, thanks to his vivid use of descriptive language. He can transport you simply by painting word pictures that allow you to visualize his message. When you listen to Frank speak, it s clear how effortlessly he communicates in a fun and engaging way. His body language and vocabulary work together seamlessly. The transition from stage to page feels entirely natural for him.

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