Excelling At Customer Service
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Excelling At Customer Service
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Author : Sorin Dumitrascu
language : en
Publisher:
Release Date : 2017-04
Excelling At Customer Service written by Sorin Dumitrascu and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-04 with categories.
As the saying goes, "You can't create the house before you build the foundation." That's why the first course in this customer service series focuses on building the foundation of excellent service. The goals are to:Explore the basic concept of corporate culture.Recognise how culture directly impacts service. Identify barriers to service excellence.Strengthening your internal environment impacts your external customer service as well. When workplace bonds grow, so do customer relationships. The result is better performance, productivity, and increased success.If you think your goal in giving good customer service is satisfying the customer, think again. The slogan "Satisfaction Guaranteed" just isn't enough in today's highly competitive marketplace.This course focuses on how the customer service game has changed and how you can become a much better player. Today, customer satisfaction is worth relatively little, but customer loyalty is priceless. And loyalty requires excellence. This course will:give you a new perspective on the meaning of service,offer guidelines for setting service standards,provide strategies for excellence from service stars.Wal-Mart founder Sam Walton said it best. "There is only one boss--the customer. And he can fire anybody in the company, from the chairman on down, simply by spending his money somewhere else."Buying into the power of the customer is an important step to developing service excellence. But how can you help your organization grow if the power base is elsewhere? You'll learn to hear "the customer's voice" by:Recognizing and anticipating customer expectations.Focusing on the five primary service factors.Another area of importance is how to collect information about the customer. You don't have to be a secret agent like James Bond to "gather intelligence" on clients. By completing this course, you'll master methods of compiling customer data and feedback.The final lesson in "hearing" your customer is creating compatibility. Identify how to align your services with each customer, and gain lasting commitment.You've worked so hard to achieve service excellence, and now you are ready to pick up the pace to make you a service leader.In this course, advancing your service skills is the focus. You'll put the phrase "going above and beyond the call of duty" into action.There are four major components in this course to move you up a notch to a new level of customer service. Think of them as ACTIONS you'll be incorporating into your daily work behaviors. You'll be:Setting the bar for over-the-top service.Capturing customer commitment face-to-face.Answering the call for great phone service.Making e-mail memorable.How often do you wake up and say, "I hope all my customers are nice today."? That's because it is easy to be nice to nice customers. The challenge is in providing service to customers who are not happy, whatever the reason.The only thing that can torpedo your day more than a confrontational customer is not knowing how to handle one. "Handle" means to get to the root of the problem, fix it, and create good customers out of conflict situations. In this course you'll explore:How to create a confrontational customer.How to communicate with difficult customers.Handling conflict and complaints face-to-face.Handling conflict and complaints over the phone.Rebuilding customer relationships during and after conflict.There will be customers in your life that you politely refer to as problem customers. One such customer consistently hurls challenges your way. Another type is so aggressive that one situation alone is enough to earn him the distinction.This course is designed to give you the skills to make problem customers some of your best. Now that's not as crazy as it sounds. Here's why. If you have the ability to turn a difficult situation into a positive outcome, that's memorable service.
Achieving Excellence Through Customer Service
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Author : John Tschohl
language : en
Publisher: Best Sellers Publishing
Release Date : 1996
Achieving Excellence Through Customer Service written by John Tschohl and has been published by Best Sellers Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 1996 with Business & Economics categories.
Promotes the theory that superior customer service leads to a superior business organisation
5 Step Handbook To A Superior Customer Service Mindset
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Author : Sara Haggett
language : en
Publisher: Createspace Independent Publishing Platform
Release Date : 2017-07-03
5 Step Handbook To A Superior Customer Service Mindset written by Sara Haggett and has been published by Createspace Independent Publishing Platform this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-07-03 with categories.
Five basic steps for anyone serious about excelling in customer service. For individuals or employers who are looking to change the mindset of how people are viewing the foundation of customer service. This book will open your eyes to a different perspective and allow you or your employee to confidently deliver Superior Customer Service.
The Healthcare Customer Service Revolution
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Author : David Zimmerman
language : en
Publisher: Irwin Professional Publishing
Release Date : 1996
The Healthcare Customer Service Revolution written by David Zimmerman and has been published by Irwin Professional Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 1996 with Medical categories.
This book reports what patients are saying about customer service and what employers and managed care companies are doing to record and communicate that information. It includes case studies that reflect what several hospitals have done to address customer service concerns, providing readers with ideas they can implement themselves
Change To Win
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Author : Victor S. L. Tan
language : en
Publisher:
Release Date : 1994
Change To Win written by Victor S. L. Tan and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1994 with Business enterprises categories.
Signposts To Service Excellence
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Author : Shepherd Shonhiwa
language : en
Publisher:
Release Date : 2001
Signposts To Service Excellence written by Shepherd Shonhiwa and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001 with Business & Economics categories.
The background to this book is giving an understanding of the unique characteristics of African people, which tend to be overlooked in business situations. It draws educational parallels between the concept of customer service as a cultural phenomenon and practice in the prominent business enterprises around the world. The author analyses successes and failures in many fields: the business sector, political arena, quasi-government institutions, the public sector, the professions and the grass-roots community. Trends and practices in Africa are presented providing an information resource both within and outside Africa.
Beating Japan
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Author : Francis McInerney
language : en
Publisher: Plume
Release Date : 1994
Beating Japan written by Francis McInerney and has been published by Plume this book supported file pdf, txt, epub, kindle and other format this book has been release on 1994 with Business & Economics categories.
Timely and vital, this landmark book offers Americans up-to-the-minute strategies for succeeding against Japanese competitors. Showing how hundreds of American companies are already winning, this book provides a wealth of realistic ways to restructure U.S. businesses to prosper in today's unforgiving global market place. Based on the authors' 15 years of experience in Japan.
The Essential Guide To Managing Consultants
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Author : Michael E. Rindler
language : en
Publisher:
Release Date : 2002
The Essential Guide To Managing Consultants written by Michael E. Rindler and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2002 with Business & Economics categories.
This practical guide is for any healthcare leader who is considering hiring a consultant. The book will help you determine when you need to hire a consultant, how to find one qualified for your specific issue, and how to work with one to achieve your desired results. Using real-life examples throughout, the author provides practical advice on using a consultant for a variety of situations including overhauling a strategic plan, improving board performance, hiring a new CEO, improving clinical performance, and remodeling a wing of your hospital. The author also provides numerous helpful resources that will help you establish a productive relationship with consultants, including a sample request for a proposal and sample letters of engagement.
Doing The Work Of Reference
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Author :
language : en
Publisher:
Release Date : 2001
Doing The Work Of Reference written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001 with Academic libraries categories.
Convenience Store News
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Author :
language : en
Publisher:
Release Date : 1998
Convenience Store News written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1998 with Convenience stores categories.