Be your customer's hero : real-world tips & techniques for the service front lines
Available Copies by Location
| Location | |
|---|---|
| Victoria | Available |
Browse Related Items
- ISBN: 0814449050
- ISBN: 9780814449059
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Physical Description
print
xii, 244 pages ; 23 cm - Publisher New York : AMACOM American Management Association, [2015]
- Copyright ©2015
Content descriptions
| General Note: | Includes index. |
| Formatted Contents Note: | Acknowledgments -- Introduction -- Before we get started -- Great service is all in your head -- The customer is always -- Winning is not a customer service goal -- Do you know your mental rules? -- Be proud, and then swallow your pride -- Keep your cool when the ball comes at you -- Are you renting customers space in your head? -- It's true: your attitude does determine your altitude -- The mind of the modern customer -- Customers have mental rules, too -- What's in it for me? -- All customers are irrational -- Everyone is rushed, everyone is stressed -- You don't know your customer's story -- Everyone's been burned before -- The seven service triggers -- Introducing the seven service triggers -- Service trigger #1: being ignored -- Service trigger #2: being abandoned -- Avoiding service triggers #1 and #2 -- Service trigger #3: being hassled -- Service trigger #4: being faced with incompetence -- Service trigger #5: being shuffled -- Service trigger #6: being powerless -- Service trigger #7: being disrespected -- Be a great teammate -- Why teamwork matters -- Rise above, don't stoop down -- It's showtime -- The clothes make the rep -- Always be professional -- Set the next shift up for success -- Five reasons customer documentation matters -- Document quickly and effectively -- When to help a teammate with a customer -- Own the service floor -- Make that first impression count -- How are you today? -- How to handle "i'm just browsing" -- Don't be a helicopter rep -- Can you remember one thing? -- The name game is no game -- Judge not lest ye miss an opportunity -- Become the customer's personal detective -- Never talk badly about customers with customers -- Wow customers in the blink of an eye -- Communicate like a pro -- Customer service lessons grandma taught you -- Give your customers your undivided attention -- Is your body language saying the right things? -- Smile when you dial -- The phone is different, and the same -- Use brwy communication -- |
| Immediate Source of Acquisition Note: | LSC 24.95 |