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Author: Bryan Edwards
ISBN: 978-1-906460-24-2
Overview
A Useful Guide to Customer Service helps customer service providers understand the importance of their role and develops the essential skills required to deliver superior customer service. A superior customer service is one that doesn't just satisfy, it delights! It creates warm feelings in the recipients' minds about the service.
This Useful Guide is suitable for you if you want, or need to, develop superior customer service. The tips, tactics and techniques apply to a wide range of people: managers, supervisors and customer facing staff in hospitals, shops, contact centres, vets, warehouses, dental surgeries, offices, hotels, etc.
What the Useful Guide includes ...
- access to the downloadable toolkit which contains lots of exercises, questionnaires and skill reviews.
- You and Customer Service - who are your customers?, your role in the organisation, customer service, the customer journey, consequences of poor service, customer service statements: fact or fiction?, service principles, practical examples of superior service.
- Communication - what is it?, misinterpretations in communication, communicating face-to-face, emailing Best Practice, sending emails, reading emails.
- Telephone Communication - telephone as a communication tool, body language on the telephone, poor telephone communicators, factors of voice, good and poor statements on the telephone, message taking and warm transfer, listening skills tips.
- Assertion, Aggression and Passivity - behaviour descriptions, assertive technique, assertive skill practice, saying "No" to others, positive words and phrases.
- Dealing with Irate People - tips and tactics to deal with irate people, case study.
- Personal Pledges - so you can commit to your learning.
Upon completion you will be able to ...
- understand the role of the effective service provider
- appreciate the principles of customer service
- be aware of the first impressions you make on people
- define the true meaning of 'communication'
- understand the reasons why communication is misinterpreted between people in organisations
- demonstrate the key behaviours for superior performance
- use best practice tips on emailing
- understand the impact body language can make on the telephone
- be more skilled at using the telephone
- understand and use the 4 Ps of voice
- understand and use the behaviours associated with active listening
- be a better listener
- understand the meaning of the word 'assertive'
- be assertive with others, 'including saying "No" effectively, disagreeing positively and dealing with difficult customers
- handle irate customers with confidence.
About the Author
Bryan Edwards a graduate of the Chartered Institute of Personnel and Development (CIPD).
Buy now with no risk. If you are not absolutely delighted with your Useful Guide we will refund your money for up to 30 days after purchase - no quibble, no fuss.
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