A Useful Guide to Customer Service
A Useful Guide to Customer Service helps customer service providers understand the importance of their role and develops the essential skills required to deliver superior customer service. A superior customer service is one that doesn't just satisfy, it delights! It creates warm feelings in the recipients' minds about the service, and as such is an essential part of any sales training programme.
This Useful Guide is suitable for you if you want, or need to, develop superior customer service. The tips, tactics and techniques apply to a wide range of people: managers, supervisors and customer facing staff in hospitals, shops, contact centres, vets, warehouses, dental surgeries, offices, hotels, etc.
What the Useful Guide includes:
Access to the downloadable toolkit which contains lots of exercises, questionnaires and skill reviews.
You and Customer Service - who are your customers?, your role in the organisation, customer service, the customer journey, consequences of poor service, customer service statements: fact or fiction?, service principles, practical examples of superior service.
Communication - what is it?, misinterpretations in communication, communicating face-to-face, emailing best practice, sending emails, reading emails.
Telephone Communication - telephone as a communication tool, telephone skills, body language on the telephone, poor telephone communicators, factors of voice, good and poor statements on the telephone, message taking and warm transfer, listening skills tips.
Assertion, Aggression and Passivity - behaviour descriptions, assertive technique, assertive skill practice, saying "No" to others, positive words and phrases.
Dealing with Irate People - tips and tactics to deal with irate people, case study.
Personal Pledges - so you can commit to your learning.
Upon completion you will be able to:
understand the role of the effective service provider
appreciate the principles of customer service
be aware of the first impressions you make on people
define the true meaning of communication and interpersonal skills
understand the reasons why communication is misinterpreted between people in organisations
demonstrate the key behaviours for superior performance
use best practice tips on emailing
understand the impact body language can make on the telephone
be more skilled at using the telephone
understand and use the 4 Ps of voice
understand and use the behaviours associated with active listening
be a better listener
understand the meaning of the word 'assertive'
be assertive with others, 'including saying "No" effectively, disagreeing positively and dealing with difficult customers
handle irate customers with confidence.
About the Author
Bryan Edwards, a graduate of the Chartered Institute of Personnel and Development (CIPD), is an experienced recruitment interviewer with over 20 years experience in the commercial market.
He is the also the author of...
A Useful Guide to Assertiveness
A Useful Guide to Interview Success
Interview Success Essentials
A Useful Guide to Time Management