10 Steps to Successful Customer Service

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American Society for Training and Development, Feb 1, 2010 - Business & Economics - 192 pages
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Providing great customer service has never been more critical for the success of any business. 10 Steps to Successful Customer Service is designed as a quick but effective check up to ensure that front line professionals as well as customer service managers focus on the key practices that keep and create satisfied customers. Beginning with a focus on individual motivation for service, Maxine Kamin covers all the bases critical for success from trust and relationship building to maintaining a big picture perspective to avoid burn out on the job.

The 10 Steps to creating spectacular customer service!

· Step 1: Identify Service Motivation and Mission

· Step 2: Define Great Service for Your Organization

· Step 3: Form Great Relationships

· Step 4: Build Trusting Relationships that Last

· Step 5: Use the Law of Attraction—Be Positive

· Step 6: Aggressively Solve Problems—the Bigger the Better

· Step 7: Recover from Mistakes Gracefully

· Step 8: Give Customers and Yourself a Break

· Step 9: Keep It Cool When Things Get Hot

· Step 10: Be Your Own Best Customer
 

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Contents

Step One Identify Service Motivation and Mission
1
Step twO Define Great Service for Your Organization
17
Step three Form Great Relationships
29
Step FOur Build Trusting Relationships that Last
45
Step Five Use the Law of AttractionBe Positive
63
Step Six Aggressively Solve Problems
77
Step Seven Recover from Mistakes Gracefully
93
Step eight Give Customers and Yourself a Break
103
Step nine Keep It Cool When Things Get Hot
123
Step ten Be Your Own Best Customer
135
Appendix A Creating and Supporting a Customer
149
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About the author (2010)

 Maxine Kamin is the founder and president of TOUCH Consulting headquartered in Plantation, Florida. She has been avidly involved in leadership and customer service research and training for more than 25 years, and is the author of many publications, including Uncommon Courtesy, a training program that is enhancing customer service in 36 states. Kamin consults with corporations, state and local governments, and nonprofit agencies to help individuals and teams reach their goals and attain success in the global marketplace. She formerly served as a faculty member at the University of Massachusetts, as acting dean at Miami-Dade Community College, and as manager of instruction and evaluation at American Express. She has trained thousands of associates, from corporate executives to frontline staff, and has received numerous awards and commendations for her personable and enthusiastic approach to training and consulting. Kamin's company operates on the premise that the personal touch in business—respecting and appreciating associates and customers—is the key to success. Her programs are designed to give practical application to these principles.

Maxine is the author of 10 Steps to Successful Customer Service (ASTD, 2010) and Customer Service Training (ASTD, 2002).

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