Great Customer Service On The Telephone

Author : Kristin Anderson
Publisher : AMACOM
Page : 96 pages
File Size : 47,8 Mb
Release : 1992-11-26
Category : Business & Economics
ISBN : 9780814415801

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Great Customer Service on the Telephone by Kristin Anderson Pdf

First impressions are often lasting impressions. How customers are treated on the phone can quickly turn them into either an ex-customer or a customer for life. This thorough, quick-reading guide shows anyone who uses the phone -- from salesperson to manager to secretary -- how to treat it as a service tool that directly impacts on company profits. Readers will be able to double their effectiveness when they learn how to:* handle irate customers* end those ""endless"" calls* take meaningful messages* handle conference calls and transfer calls* screen calls and ask focused questions* use the phone during emergencies* improve their voice effectivenessWith worksheets, checklists, and fill-in forms, this desktop primer will inspire fabulous phone service.

Author : Gerard Assey
Publisher : Gerard Assey
Page : 83 pages
File Size : 44,7 Mb
Release : 2023-04-13
Category : Business & Economics
ISBN : 8210379456XXX

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TAKE G.R.E.A.T. C.A.R.E! The Ultimate Guide to Great Customer Service! by Gerard Assey Pdf

No business today can afford to ignore two very important people -2C’s: Your Customer and Your Competitor! The person in front of you is your Customer, and if this person is not treated well, then the person behind you (Your Competitor!) is waiting to grab him as he drops from your list! Therefore knowing how to win and retain customers is the single most important business skill that anyone can learn. The business world makes way for the person who brings in the business and the money…and that’s the person who wins and keeps customers. In today’s service-oriented economy, excellent service is more than a competitive weapon-it’s a survival skill but distressingly only a few organizations are really delighting their customers. Rest assured that if you don’t provide this excellent service, someone else would! “TAKE G.R.E.A.T C.A.R.E!- The Ultimate Guide to Great Customer Service” will help you do just that! It will help create a memorable experience for every customer, by exceeding expectations and going beyond satisfying their needs- making it easy to do business…thereby making everybody win! The Customer, your Company and the Employees! KEY Contents in the Book 1. The Importance and Benefits of Providing Great Customer Service 2. How Customers are lost! 3. How valuable are Customers and what do they really want 4. YOU are the KEY! Attributes of a Customer Service Professional 5. Conducting and Presenting Yourself as a Customer Service Professional! 6. Steps to a Professional Customer Service Call 7. Professional Telephone Skills 8. Handling Complaints and Irate Customers 9. Steps to Improving your Service-Setting Standards 10. Learning to Manage Stress for continued Success 11. A Final Word! 12. About the Author

Author : Ron Zemke
Publisher : Human Resource Development
Page : 502 pages
File Size : 45,6 Mb
Release : 1998
Category : Customer services
ISBN : 0874254434

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Customer Service Best Practices by Ron Zemke Pdf

Author : Stephen Coscia
Publisher : CRC Press
Page : 143 pages
File Size : 55,6 Mb
Release : 1999-01-11
Category : Computers
ISBN : 9781482280661

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Customer Service Over the Phone by Stephen Coscia Pdf

Exceptional customer service is crucial to a successful phone-based business. Quality service can secure customer loyalty, while poor service can lose it. This concise guide examines every important scenario that a customer service representative is likely to encounter and shows how to best handle each situation. It also explains how to make effect

Author : Faye Mcghee
Publisher : Xlibris Corporation
Page : 87 pages
File Size : 46,6 Mb
Release : 2013-07-22
Category : Education
ISBN : 9781483666907

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Our Great Customer Service in Our Great United States by Faye Mcghee Pdf

As I have said so many times in my life Knowledge is power and when you know what is going to happen and you come to expect it you can deal with it a lot better. We cannot let the terrible customer service we get defi ne us though. I have found that when customers are rude, mean or demanding it is because they have allowed the customer service representatives to make them that way. Control your own life and do not allow the customer service representative to do it for you. I feel that if I have a lot of stress in my life and I can deal with the craziness of our terrible customer service representatives without going postal so can everyone else. As I said before control your own life. When the guy at the cash register stares blankly at you and ask you for your discount card and you just handed it to him just smile and point to it. You are on your way home at this point anyway.

Author : Ron Karr
Publisher : Penguin
Page : 366 pages
File Size : 40,6 Mb
Release : 2003-01-13
Category : Business & Economics
ISBN : 9781101198537

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The Complete Idiot's Guide to Great Customer Service by Ron Karr Pdf

You're no idiot, of course. You skillfully manage your kids' temper tantrums, diplomatically handle office politics, and even pleasantly deal with your friends' bickering. But when it comes to handling customer service, you feel utterly lost. It's time to make great customer service an indispensable part of your daily operation! The Complete Idiot's Guide® to Great Customer Service teaches you how to create the "Service Difference"—service that genuinely pleases your customers and sets your organization apart from the pack.

Author : Customer Service Training Institute
Publisher : Createspace Independent Publishing Platform
Page : 90 pages
File Size : 42,8 Mb
Release : 2013-07-14
Category : Customer relations
ISBN : 1490991239

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Great Customer Service Over the Telephone by Customer Service Training Institute Pdf

The telephone can be your greatest friend or your worst enemy. It all depends on how you use it! You would be surprised at the number of times the telephone either makes or breaks the customer relationship. How it can make things so much better or make them so much worse. Often it is just one simple word or action that makes the whole difference! Communicating over the phone is so much different than face to face communications. There are different things we need to pay attention to and others we need to be aware. Even simple mistakes we are not aware of can drive customers away forever. The customer Service Training Institute, a long time provider of quality Customer Service and Business Training materials, has designing this manual with both businesses and individuals in mind. whether you are a large or small business, or an individual looking to become more effective in your career, this book will help you immensely. The book is designed to require no special knowledge or experience and anyone can quickly learn and implement some very easy changes to improve performance almost instantly! It is definitely a book you will want in your training arsenal!

Author : Darryl S. Doane,Rose D. Sloat
Publisher : Human Resource Development
Page : 274 pages
File Size : 53,6 Mb
Release : 2003
Category : Customer services
ISBN : 0874257379

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50 Activities for Achieving Excellent Customer Service by Darryl S. Doane,Rose D. Sloat Pdf

Increase the creativity and skill level of customer service representatives, demonstrate what excellent customer service is, provide insights and practice to improve customer service, develop your own organization's bank of customer service learning situations.

Author : Karen Leland,Keith Bailey
Publisher : John Wiley & Sons
Page : 409 pages
File Size : 51,6 Mb
Release : 2011-03-03
Category : Business & Economics
ISBN : 9781118052730

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Customer Service For Dummies by Karen Leland,Keith Bailey Pdf

Customer Service For Dummies, Third Edition integrates the unbeatable information from Customer Service For Dummies and Online Customer Service For Dummies to form an all-in-one guide to customer loyalty for large and small businesses alike. The book covers the fundamentals of service selling and presents up-to-date advice on such fundamentals as help desks, call centers, and IT departments. Plus, it shows readers how to take stock of their customer service strengths and weaknesses, create useful customer surveys, and learn from the successes and failures of businesses just like theirs. Karen Leland and Keith Bailey (Sausalito, CA) are cofounders of Sterling Consulting Group, an international consulting firm specializing in quality service consulting and training for such clients as Oracle, IBM, Avis, and Lucent.

Author : Jeannie Davis
Publisher : Now Hear This
Page : 0 pages
File Size : 45,9 Mb
Release : 1999
Category : Customer services
ISBN : 0944918042

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Beyond "Hello" by Jeannie Davis Pdf

Beyond Hello won first place in the Business Category of the Colorado Independent Publishers Association (CIPA) Annual Book Awards. And has appeared on the Tattered Cover (Denver, CO) Bookstore's Top 10 Best Selling Business Books List several times.The book's tone is conversational, allowing readers to focus on painting a positive self-portrait. It includes exercises, stories and examples of how attitude, telephone etiquette, communication styles and listening skills impact the bottom line. Each chapter offers value-added tips to help improve rapport-building skills, enhance customer interaction and retain and strengthen relationships through excellent customer service. This comprehensive and well-written tutorial will help you improve every telephone interaction you have with your valued customers.

Author : Lloyd Finch
Publisher : Crisp Learning
Page : 84 pages
File Size : 53,7 Mb
Release : 1990
Category : Business & Economics
ISBN : UOM:39076001362313

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Telephone Courtesy & Customer Service by Lloyd Finch Pdf

Give employees effective telephone skills and you will see what a powerful business tool the phone can be. Everything from voice inflection to follow-up calls is covered in this course. Understand customers' needs. Ask effective questions. Master proper telephone techniques.

Author : Stanley Marcus
Publisher : University of North Texas Press
Page : 260 pages
File Size : 46,7 Mb
Release : 2001
Category : Biography & Autobiography
ISBN : 1574411373

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Quest for the Best by Stanley Marcus Pdf

"Quest for the Best is not just a nostalgic look, however, at the age of handcrafted elegance. Marcus gives good advice on how consumers can educate themselves about the best, demand it, and get it. He describes his own experiences with the best in chapters such as "The Things You Love to Touch" and "Bed and Board." Witty, urbane, but always accessible, Marcus is a joy to read."--BOOK JACKET.

Author : Julie Olley
Publisher : Productive Publications
Page : 167 pages
File Size : 49,8 Mb
Release : 2000
Category : Customer services
ISBN : 9781552705605

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How to Deliver Excellent Customer Service: A Step-by-Step Guide for Every Business by Julie Olley Pdf

Author : Herbert M. Sancianco
Publisher : Anvil Publishing, Inc.
Page : 92 pages
File Size : 50,6 Mb
Release : 2017-10-02
Category : Business & Economics
ISBN : 9789712729188

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Creating Great Customer Service by Herbert M. Sancianco Pdf

This book is a great and practical guide in developing a company's customer service program from scratch. In some cases, there may be a need to improve on an existing one that is deficient in many ways. It will help a company—large or small—to determine how their customer service program should be developed to keep customers happy and satisfied.

Author : Vivek Bindra
Publisher : Diamond Pocket Books Pvt Ltd
Page : 107 pages
File Size : 43,5 Mb
Release : 2014-10-18
Category : Business & Economics
ISBN : 9789351654445

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Double Your Growth Through Excellent Customer Service by Vivek Bindra Pdf

This high power motivational book intends to double your profits by offering Quality service. By reading this book, you can ensure high appraisals /incentives / perks with best industry practices. It also enables you to: • Gain and retain your internal & external customers • Increase effectiveness by connecting with your prospects • Gain a winning & collaborative edge amongst colleagues and competitors • Let your customers bring more customers • Strengthen your effectiveness by building trust in relations • Transform angry customers to happy customers • Listening reflectively for customer retention & delight • Unravel the secret to Quick and successful business expansion Who should read? This book can be picked up by: • Entrepreneurs / CEO's /CMO's/COOs/ HR Heads etc • Employees of all ranks of MNCs/PSUs/SMEs etc • Professionals like Doctors/CA's/Lawyers/Engineers/Teachers etc • Students from schools/colleges/universities and institutions or • Anyone who wants to achieve maximum professional excellence in minimum time