Description

Book Synopsis
This new title offers fresh insight for people considering or managing their careers in service organizations. Its focus is on customer service from a values and mission viewpoint and is designed for front-line customer service professionals and will help them implement key practices for engaging customer loyaly, improving results, and developing trust.

Table of Contents
Introduction; Ch. 1: Customer Service-A Vision for Higher Purpose; Ch. 2: Excellence in Customer Service-Define it for Your Organization; Ch. 3: Relationships-Understanding Social Dynamics as Applied to Customers; Ch. 4: Listening Skills-Building Trust into Your Customer Relationships; Ch. 5: Communication Skills-Being Positive Counts the Most; Ch. 6: Problem Solving-Managing Customer Issues; Ch 7: Mistakes-Recovering and Increasing Customer Loyalty; Ch. 8: Customer Behaviors-Understanding and Engaging Appropriately; Ch. 9: Difficult Customers-How to Overcome Conflict and Negotiate to Success; Ch. 10: The Customer Service Representative-Maintaining 'Cool' and Balancing Life.

10 Steps to Successful Customer Service

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    A Paperback / softback by Maxine Kamin

    £13.49

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    RRP £14.99 – you save £1.50 (10%)

    Order before 4pm tomorrow for delivery by Thu 5 Nov 2026.

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      Book details

      Publisher ATD Press
      Published 18 March 2010
      ISBN-13 9781562865900
      978-1562865900
      ISBN-10 1562865900
      Also in:
      Customer services

      Description

      Book Synopsis
      This new title offers fresh insight for people considering or managing their careers in service organizations. Its focus is on customer service from a values and mission viewpoint and is designed for front-line customer service professionals and will help them implement key practices for engaging customer loyaly, improving results, and developing trust.

      Table of Contents
      Introduction; Ch. 1: Customer Service-A Vision for Higher Purpose; Ch. 2: Excellence in Customer Service-Define it for Your Organization; Ch. 3: Relationships-Understanding Social Dynamics as Applied to Customers; Ch. 4: Listening Skills-Building Trust into Your Customer Relationships; Ch. 5: Communication Skills-Being Positive Counts the Most; Ch. 6: Problem Solving-Managing Customer Issues; Ch 7: Mistakes-Recovering and Increasing Customer Loyalty; Ch. 8: Customer Behaviors-Understanding and Engaging Appropriately; Ch. 9: Difficult Customers-How to Overcome Conflict and Negotiate to Success; Ch. 10: The Customer Service Representative-Maintaining 'Cool' and Balancing Life.

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