Award-winning Customer Service: 101 Ways to Guarantee Great Performance

Front Cover
AMACOM Div American Mgmt Assn, 2007 - Business & Economics - 232 pages
2 Reviews
This book provides fast, proven advice for busy managers and business owners with little time to search for solutions. Filled with 101 effective tips in all, plus additional tools, encouraging quotes, and unique "When this happens, try this" sections, it contains powerful advice on crucial customer service management topics, including: planning and goal setting; coaching and development; leadership; effective communication and feedback; preparing for change; continual learning; motivational and problem-solving meetings; conflict resolution; and follow-up and staying on top of the game. The ability to deliver top-of-the-line customer service is a key factor in keeping profits high and customers coming back - and there is always a need for great customer service books.
 

What people are saying - Write a review

LibraryThing Review

User Review  - kimgroome - LibraryThing

Super fun book to give you quick and good ideas about how to be more aware of your own behaviour, and how it can be interpreted by others, as well as tricks to improve your service. Including the ever ... Read full review

User Review - Flag as inappropriate

Sussinct, light and focused. thank you.

Contents

Delight Your Audience
2
Your Role of a Lifetime
16
A Good Script Begins
30
Set Specific and Relevant Goals
36
Choose the Right Lines in the Script
40
You Dont Communicate Alone
42
Stop When You See Communication Red Lights
44
Go with Green Light Communication
46
Monitoring the Process
134
HandsOn Customer Service
136
Stop Look and Listen
138
Document Your Observations
140
Motivate Your Team
142
Exemplify the Right Behavior
144
Rave Reviews and Poor Reviews
146
Meaningful Feedback Is Focused Specific and Timely
148

Listen Listen Listen
48
Speak Your Best at All Times
50
Yours and Others
52
Give and Get Accurate Information
54
Ask Good Questions
56
Ask Who What When Where Why and How
58
Answer and Respond to Enhance Communication
60
Assure to Make Others Feel Valued
62
Zap Zapper Words from Your Vocabulary
64
Charge Ahead with Charger Words
66
Great Performances Need Great Direction
68
Positive Leadership Begins with Awareness
70
Develop Positive Leadership Qualities
72
Think Like a Leader
74
Model Leadership Behavior
76
Learn Critical Thinking Skills
78
Make Solid Decisions
80
Manage Your Time or Your Time Will Manage You
82
Add Value to Everything You Do
84
Things Are Going to Change
86
Things Will Not Stay the Same
88
Become a Quick Change Artist
90
Help Yourself and Others Work Through Change
92
Remain Objective
94
Maintain an Upbeat Attitude
96
Stay Accountable for Outcomes
98
Learn Your Lines
100
Analyze Training Needs
102
Learners Come in Different Styles
104
Products Services and Company Policies
106
General Steps to Exceptional Customer Service
108
Specific Steps to Exceptional Customer Service
110
Conduct Market Research
112
Understand the Big Picture
114
Handle Customer Complaints
116
Learning Is a Continual Project
118
The Actors Make the Cast
120
Strong Teams Success
122
Establish a Team Identity
124
Foster a Supportive Environment
126
Form a Cohesive and United Team
128
Strengthen Your Team by Being a Team Player
130
Analyze What You Can Do to Improve
132
The Wrong Way Demoralizes
150
The Right Way Enthuses
152
Quick Feedback Gets Positive Results
154
Corrective Feedback Changes Performance
156
Development Plans Set Goals for Improvement
158
Periodic Appraisals Are the Most Specific Feedback
160
Accept Feedback Graciously
162
OntheSpot Rehearsals
164
Plan Productive Meetings
166
Lead Meetings Effectively and Efficiently
168
Sound Questioning Techniques Keep You on Track
170
Maintain Control During Your Meetings
172
Strengthen Group Discussion by Understanding Group Dynamics
174
Conclude Meetings by Energizing Your Team
176
Customer Service Meetings Keep You Focused
178
Contribute Positively When You Attend Meetings
180
Every Production Has Turmoil
182
Conflict Is Good
184
Communication Is Key to Resolving Conflict
186
Anticipate Problems and Deal with Them Immediately
188
Find WinWin Solutions
190
Turn Chronic Complaining into Contentment
192
Turn Problem Performers into Peak Producers
194
Remain Calm and in Control at All Times
196
Take It from the
198
Keep the Momentum Going
200
Stay One Step Ahead of the Crowd
202
ProAct Dont React
204
Create Creative Coworkers
206
Cultivate Contented Customers
208
Develop an Attitude of Gratitude
210
Make Fun Time a Daily Goal
212
Cue Cards
214
CHARACTER Counts
216
CHANGE for the Better
218
LISTEN UP for Better Communication
220
CARE About Your Customers
221
FacetoFace Customer Service
223
Stop Look Listen Act for Outstanding Customer Service
224
Customer Satisfaction Quiz
225
Customer Quick Bytes
226
Index
227
Copyright

Other editions - View all

Common terms and phrases

Bibliographic information