Description

Book Synopsis

Debra Stevens is a trainer, coach, mentor key note speaker and founder of Sold Out Trainers (www.soldout-trainers.com). She has 25 years of experience in delivering high impact experiential training solutions to many top companies throughout the UK, Europe,
Asia and the USA, including Debenhams, Stena Ferries and Royal Caribbean Cruises. Debra brings her extensive knowledge of customer service training to give readers a practical common sense approach to improving their results.



Table of Contents

About the author

Acknowledgements

Introduction

1. Customers have changed

2. The cornerstones of brilliant service

3. Make 'virtual' service brilliant customer service

4. Use the 'emotional scale' to create loyalty and trust

5. Read between the lines – silence is never golden!

6. How to handle any complaint

7. How to say no and still keep the customer

8. How to offer more

9. Seven ways to wow your customers

Conclusion

Index

Brilliant Customer Service

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    A Paperback by Debra Stevens

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      Book details

      Publisher Pearson Education
      Published 10/28/2010 12:00:00 AM
      ISBN-13 9780273738077
      978-0273738077
      ISBN-10 0273738070
      Also in:
      Business, Finance & Law Customer services Management and management techniques

      Description

      Book Synopsis

      Debra Stevens is a trainer, coach, mentor key note speaker and founder of Sold Out Trainers (www.soldout-trainers.com). She has 25 years of experience in delivering high impact experiential training solutions to many top companies throughout the UK, Europe,
      Asia and the USA, including Debenhams, Stena Ferries and Royal Caribbean Cruises. Debra brings her extensive knowledge of customer service training to give readers a practical common sense approach to improving their results.



      Table of Contents

      About the author

      Acknowledgements

      Introduction

      1. Customers have changed

      2. The cornerstones of brilliant service

      3. Make 'virtual' service brilliant customer service

      4. Use the 'emotional scale' to create loyalty and trust

      5. Read between the lines – silence is never golden!

      6. How to handle any complaint

      7. How to say no and still keep the customer

      8. How to offer more

      9. Seven ways to wow your customers

      Conclusion

      Index

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