A Useful Guide to Customer Service

Author: Bryan Edwards
ISBN: 978-1-906460-24-2


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
  • Purchase Options:

    Digital Download

    A Useful Guide to Customer Service

    Price: £4.95 + vat

    Unlike print books, digital books are subject to VAT.

    Library Subscription:

    All Useful Guides are also available via an annual unlimited user licence in the form of a Useful Guide Library subscription. This allows you to make the Useful Guides available to all of your employees as part of their training and development resources.

    There are currently over 75 Useful Guides available to choose from, covering a variety of different topics and issues including personal development, management and leadership skills, communication, health & well-being and productivity to name just a few.

    Your unique Useful Guide Library will be a dedicated portal accessed by secure username and password login, and a download tracker for monitoring the number of Guides downloaded since the start of your subscription. Library and download tracker setup is included in the cost of the subscription.

    Annual subscription prices are currently:

  • Bronze: £995 + vat (10 Guides)

  • Silver: £1,595 + vat (25 Guides)

  • Gold: £1,995 + vat (40 Guides)

  • Platinum: £2,995 + vat (all Guides plus new releases)

  • Please contact us if you would like more information regarding a Useful Guide Library.