54 Golden Nuggets

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Human Resource Development, Jul 1, 2011 - Business & Economics - 195 pages
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This compilation of 54 articles covers all aspects of customer service and are organized into four easy-to-reference sections: Customer service, telephone service, human resources tips and voice mail/e-mail/cell phone tips. Each article is geared toward keeping the customer you work so hard to get.
 

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Contents

Common Threads of Customer Service
3
Steps to Service Recovery
9
Best Customer Service Techniques
15
Are You Guilty?
21
Back on Track
29
Candy Store Story
35
Emotional Leakage
43
How to Deliver Business Friendly Customer Service
51
Telephone Doctor IQ Quiz
107
Telephone Doctor TenPoint Customer Service
113
Smilyosis
121
Controlling Personal Calls at the Office
133
Handling the Irate Customer
139
How to Deal with the Foreign Accent
147
How Not to Answer a Telephone Calls
153
Returning Phone Calls
159

Which are you?
57
Why is No Problem a Big Problem?
63
Retailing Woes Easily Fixed with Seven Simple
69
R U Rude?
73
The Art of Damage Control
83
The Telephone Doctors 6 Cardinal Rules
93
Whats Your RTC Factor?
101
Telephone Inquiries are Not Always About Price
165
Hiring the Right Voice
171
Think You Let the Wrong 400 Go
177
Most Frustrating Voice Mail Phrases
183
Cell Phone FlubsThe Dirty Dozen
189
About the Author
195
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