金牌客服AWARD-WINNING CUSTOMER SERVICE

2007-1  

Amacom Books  

Evenson, Renee  

232  

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Delivering top-of-the-line customer service is Job #1 for most companies, an important factor in keeping profits high and customers coming back. Customer service problems can damage not just a company’s reputation but its bottom line, so for busy managers -- and business owners with little time to search for solutions -- some fast help is needed.

AcknowledgmentsIntroduction1　CUSTOMERS: Delight Your Audience　1.Pay Attention　2.Listen Completely to Your Customers　3.Know Your Business　4.Do What You Say You Will When You Say You Will　5.Follow Up for Satisfaction　6.Making Customers Happy Is Job #12　PERFORMANCE: Your Role of a Lifetime　7.Present Your Best Face Forward　8.Maintain a Positive Attitude　9.Exude Confidence　10.Honesty Is Mways Your Best Choice　11.Energize Yourself　12.Bounce Back with Resiliency3 PLANNING: A Good Script Begins with Thoughtful Consideration　13.Create a Personal Mission Statement　14.Write a Customer-Focused Plan　15.Set Specific and Relevant Goals　16.Measure Results to Stay on Track4 COMMUNICATION: Choose the Right Lines　in the Script　17.You Don't Communicate Alone　18.Stop When You See Communication Red Lights　19.Go with Green Light Communication　20.Listen, Listen, Listen　21.Speak Your Best at All Times　22.Pay Attention to Body Language: Yours and Others　23.Give and Get Accurate Information　24.Ask Good Questions　25.Ask Who, What, When, Where, Why, and How　26.Answer and Respond to Enhance Communication　27.Assure to Make Others Feel Valued　28.Zap Zapper Words from Your Vocabulary　29.Charge Ahead with Charger Words5　LEADERSHIP: Great Performances Need Great Direction　30.Positive Leadership Begins with Awareness　31.Develop Positive Leadership Qualities　32.Think Like a Leader　33.Model Leadership Behavior　34.Learn Critical Thinking Skills　35.Make Solid Decisions　36.Manage Your Time or Your Time Will Manage You　37.Add Value to Everything You Do6　PREPARATION:Things Are Going to Change7 TRAINING:Learn Your Lines8 TEAMWORK:The Actors Made the Cast9 MOTIVATION:Monitoring the Process10 FEEDBACK:Rave Reviews and Poor Reviews11 MEETINGS:On-the-Spot Rehearsals12 CONFLICT:Every Production Has Turmoil13 COMMITMENT:Take It from the Top14 QUICK TIPS:Cue CardsIndex

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