A Must-Have Resource For Anyone In The Customer Service Field
For Job Seekers
This book gives job seekers a good grounding in what is involved in delivering truly excellent customer service. It also explains how being an amazing customer service representative benefits themselves, the customer, and the company. A job seeker can be certain they have the skills required for such a position and can effectively communicate that when applying for a career in customer service.
For Customer Service Training
Common Sense Customer Service is a must-have book to add to any customer service training program. It's great for large or small companies as it is general enough for any industry but in-depth enough to be truly useful.
Victoria Wells talks from a wealth of customer service experiences in a non-threatening style that people find easy to read and easy to absorb.
This book serves as the basis of a training program, an addition to a training program, and a reference guide.
For Managers/Owners
The Extra Chapter is targeted specifically at managers/owners and includes some valuable insights.
Managers/owners will come away with a new appreciation and understanding of their role in attaining company-wide, exceptional customer service, as well as ideas on how to effectively reward, or constructively criticize, their customer service personnel.
Basic Customer Service Concepts
Attitude and personality
General telephone basics
Communicating With Your Customers
Dealing with Different Types of Customers
Under-promise and over-deliver
Knowing your limits
Dealing with stress
Good note keeping
Follow Up, Follow Up, Follow Up
Bonus Chapter for the Manager/Owner
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