Description
Book SynopsisThis 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 ContentsIntroduction; 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.
