Customer service in an instant
Subtitle: 60 ways to win customers and keep them coming back
By: by Keith Bailey and Karen Leland.
Contributors: Leland, Karen.
Publisher: Career Press
Published: 2008
Place of publication: Franklin Lakes, NJ
Language: eng
ISBN-13: 9781601630131
Subjects: Customer services
Notes: Includes index.
Table of contents: title: Assess your working style; title: Avoid negative filters; title: Backtrack key words; title: Be web wise; title: Beware of burnout; title: Bridge the language barrier; title: Build a bridge; title: Choose your level of conversation; title: Conquer complaining customers; title: Counter co-worker conflict; title: Create customer friendly systems; title: Define customer needs; title: Ditch your default responses; title: Evaluate your service skills; title: Find and fix email mistakes; title: Focus on essence; title: Gather feedback; title: Get to know the people pleaser; title: Go the extra mile; title: Handle complaints with care; title: Hire some help; title: Improve your listening habits; title: Inspire a learning environment; title: Integrate voicemail excellence; title: Keep the service message alive; title: Know your stress response; title: Learn the art of complaining; title: Locate your stress level; title: Make your service tangible; title: Manage abusive customers; title: Master body language basics; title: Modify your assertiveness; title: Navigate a heated conversation; title: Open to feedback; title: Pace your way to better rapport; title: Pay attention really; title: Play with the passionate persuader; title: Practice the art of the compliment; title: Provide empathy; title: Raise questions; title: Recover from service blunders; title: Redefine your service; title: Reframe your outlook; title: Respect the power player; title: Rev up your recognition; title: Say i not you; title: Say no with style; title: Set expectations on the spot; title: Strengthen service habits; title: Style step; title: Switch filters; title: Temper your telephone tone; title: Think through outsourcing; title: Treat your colleagues as customers; title: Tune up your telephone etiquette; title: Turn service into sales; title: Understand the problem solver; title: Upgrade your influence; title: Walk your talk; title: Work out a working styles profile.