Super Service: Seven Keys to Delivering Great Customer Service...Even When You Don't Feel Like It!...Even When They Don't Deserve It!, Completely Revised and Expanded by Gee, Jeff; Gee, Val;

Rövid leírás:

The classic guide that has provided over 40,000 customer services reps with the motivation and techniques they've needed to offer the best possible service--no matter what the customer is like!

Hosszú leírás:

Don’t just give them customer service.Give them Super Service!

For more than a decade, customer service professionals have turned to SuperService for the very best advice on dealing with demanding, dissatisfied, anddownright difficult customers.

Now, it has been completely revised and expanded to address today’s uniquecustomer-service issues.

Super Service, 2nd Edition teaches you how to deliver great service in a way thatenriches your life and keeps you from burning out. It provides the same advicethat made the first edition a perennial favorite and includes all-new information on:

• Listening to customer needs
• Understanding today’s savvy customer
• Adopting a positive attitude
• Adding value to the customer experience
• Providing service quickly and efficiently

Customers are becoming increasingly savvy and demanding—which makes your jobharder than ever. In order to ensure smooth interactions, you need to keep a stepahead—you need to deliver super service.

For more than a decade, customer service professionals have turned to SuperService for the very best advice on dealing with demanding, dissatisfied, anddownright difficult customers.

Now, it has been completely revised and expanded to address today’s uniquecustomer-service issues.

Super Service, 2nd Edition teaches you how to deliver great service in a way thatenriches your life and keeps you from burning out. It provides the same advicethat made the first edition a perennial favorite and includes all-new information on:

• Listening to customer needs
• Understanding today’s savvy customer
• Adopting a positive attitude
• Adding value to the customer experience
• Providing service quickly and efficiently

Customers are becoming increasingly savvy and demanding—which makes your jobharder than ever. In order to ensure smooth interactions, you need to keep a stepahead—you need to deliver super service.

Tartalomjegyzék:

Introduction
Part I: THE BASICS

1: Your Customer is The Most Important Person in the World
2: Customers Need to Feel Valued, Cherished and Taken Care of
3: Customers Want to Be Appreciated and Helped
4: Listen to What Your Customer Really Wants
5: How to Make a Customer Feel Good about Spending Their Money
6: Always Give Fast, Accurate and Polite Service

Part II: WHY THE SEVEN KEYS TO DELIVERING SUPER SERVICE REALLY WORK

7: Key 1 — The Right Attitude
8: Key 2 — Understand the Customer’s Needs
9: Key 3 — Communicate Clearly
10: Key 4 — Reach Agreement
11: Key 5 — Check Understanding
12: Key 6 — Take Action
13: Key 7 — Build on Satisfaction

Part III: UNLOCK YOUR SUPER SERVICE BRAIN

13: Human versus Animal
14: Creating Good Habits
15: Affirming Your Day
16: Ten Tactics on How to Provide Super Service Even When You Don’t Want to
17: Ten Tactics on How to Provide Super Service Even When They Don’t Deserve it