Super Service: Seven Keys to Delivering Great Customer Service...Even When You Don't Feel Like It!...Even When They Don't Deserve It!
McGraw-Hill Professional (Verlag)
978-0-07-024817-5 (ISBN)
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Satisfy yourself while satisfying customers. Would you like to be the kind of customer representative who can...Bring energy and enthusiasm to every customer encounter? Turn service problems into opportunities? End each day with a sense of personal accomplishment and fulfillment? Now you can! This upbeat new approach to front-line customer service can make your job as a service provider not only easier but more fun and more meaningful. Evidence shows that the people who enjoy their work the most provide the best customer service."Super Service" helps you become a super performer. 'In today's hyper-competitive marketplace, outstanding customer service lies at the heart of sustainable customer loyalty. "Super Service" delivers clear, actionable advice on the art of delighting your customers' - Richard Notebaert, Chairman and Chief Executive Officer, Ameritech. 'Powerful...this book will make every customer service provider's job more enjoyable' - Ken Hallen, Vice President & Managing Director, Combined Insurance Company. '"Super Service" is a dangerous book. It will teach you about yourself and how the 'real' you needs to show up to make customer care work.
Beware: there is real learning in this book' - Patrick Canavan, Senior Vice President and Director, Global Leadership and Organizational Development, Motorola.
Jeff Gee is a popular motivational speaker and trainer with over 20 years' experience. Val Gee is an instructional designer, an ordained priest, and a regular contributor to Training magazine.
Part I: The Basics. Chapter 1: The Heart of the Matter. Chapter 2: Serving Up Your Best (Even When Feeling Your Worst). Part II: Seven Keys to Delivering Super Service. Chapter 3: Customer Service Key 1: The Right Attitude. Chapter 4: Customer Service Key 2: Understand The Customer's Needs. Chapter 5: Customer Service Key 3:Communicate Clearly. Chapter 6: Customer Service Key 4: Reach Agreement. Chapter 7: Customer Service Key 5: Check Understanding. Chapter 8: Customer Service Key 6: Take Action. Chapter 9: Customer Service Key 7: Build On Satisfaction. Part III: Advvanced Customer Service Skills. Chapter 10: How to handle an Unhappy Customer. Chapter 11: Selling Skills. Chapter 12: Telephone Skills. Chapter 13: How to Avoid Stress and Burnout.
| Sprache | englisch |
|---|---|
| Maße | 185 x 231 mm |
| Gewicht | 272 g |
| Themenwelt | Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb |
| ISBN-10 | 0-07-024817-6 / 0070248176 |
| ISBN-13 | 978-0-07-024817-5 / 9780070248175 |
| Zustand | Neuware |
| Informationen gemäß Produktsicherheitsverordnung (GPSR) | |
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