Customer service is a critical element in any business. But more and more today, good customer service is hard to find. Most people believe themselves to be good at customer service, but in reality, very few are better than mediocre.
The purpose of this book is to help employees learn the art of giving unparalleled customer service and to show them how to maximize repeat business and boost business profitability.
The book addresses such key issues as how to be a customer service professional, including the overall mindset of a pro and specific techniques that every person that interacts with customers should develop.
Sales is part of every customer service interaction--it's not just about your products and services, but also about the relationship and rapport with the customer. This book covers the essential practice of results-based salesmanship, and emphasizes consultation with the customer to determine the customer's needs while building the order.
This book also shows the reader that communication through other than face-to-face means (phone, email, etc.) is just as important, and must be approached with the same level of professionalism and purpose. Included are specific tips for how to make sure the communication is clear and effective no matter the medium.
Employee have to deal with real world problems, and this book gives recommendations on best practices for safety in the workplace. It also tackles the tough issue of how a customer service professional successfully handles interactions with problem customers.