Brilliant Customer Service PDF eBook
- By Debra Stevens
- Published Jan 24, 2011 by FT Press.
eBook (Adobe DRM)
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Description
- Copyright 2011
- Edition: 1st
- eBook (Adobe DRM)
- ISBN-10: 0-273-73808-9
- ISBN-13: 978-0-273-73808-4
Keep them coming back for more
Brilliant Customer Service is your guide to help you deliver exceptional customer service and keep your customers coming back time and time and again. It’s for anyone involved in any organisation – whether you run your own business, manage people or you are a customer facing employee. It doesn’t matter what your budget is, you’ll find lots of simple changes you can implement right now to build a highly successful customer service strategy.
BRILLIANT OUTCOMES
· Identify your customers real needs and how best to meet them
· Build trust and long term loyalty with your customers to stay ahead of the competition
· Make sure you are remembered and recommended
Sample Content
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