金牌客服AWARD-WINNING CUSTOMER SERVICE umd mobi chm 夸克云 免费 azw3 下载 pdf

Delivering top-of-the-line customer service is Job #1 for most companies, an important factor in keeping profits high and customers coming back. Customer service problems can damage not just a company’s reputation but its bottom line, so for busy managers -- and business owners with little time to search for solutions -- some fast help is needed.

Acknowledgments

Introduction

1　CUSTOMERS: Delight Your Audience

　1.Pay Attention

　2.Listen Completely to Your Customers

　3.Know Your Business

　4.Do What You Say You Will When You Say You Will

　5.Follow Up for Satisfaction

　6.Making Customers Happy Is Job #1

2　PERFORMANCE: Your Role of a Lifetime

　7.Present Your Best Face Forward

　8.Maintain a Positive Attitude

　9.Exude Confidence

　10.Honesty Is Mways Your Best Choice

　11.Energize Yourself

　12.Bounce Back with Resiliency

3 PLANNING: A Good Script Begins with Thoughtful Consideration

　13.Create a Personal Mission Statement

　14.Write a Customer-Focused Plan

　15.Set Specific and Relevant Goals

　16.Measure Results to Stay on Track

4 COMMUNICATION: Choose the Right Lines　in the Script

　17.You Don't Communicate Alone

　18.Stop When You See Communication Red Lights

　19.Go with Green Light Communication

　20.Listen, Listen, Listen

　21.Speak Your Best at All Times

　22.Pay Attention to Body Language: Yours and Others

　23.Give and Get Accurate Information

　24.Ask Good Questions

　25.Ask Who, What, When, Where, Why, and How

　26.Answer and Respond to Enhance Communication

　27.Assure to Make Others Feel Valued

　28.Zap Zapper Words from Your Vocabulary

　29.Charge Ahead with Charger Words

5　LEADERSHIP: Great Performances Need Great Direction

　30.Positive Leadership Begins with Awareness

　31.Develop Positive Leadership Qualities

　32.Think Like a Leader

　33.Model Leadership Behavior

　34.Learn Critical Thinking Skills

　35.Make Solid Decisions

　36.Manage Your Time or Your Time Will Manage You

　37.Add Value to Everything You Do

6　PREPARATION:Things Are Going to Change

7 TRAINING:Learn Your Lines

8 TEAMWORK:The Actors Made the Cast

9 MOTIVATION:Monitoring the Process

10 FEEDBACK:Rave Reviews and Poor Reviews

11 MEETINGS:On-the-Spot Rehearsals

12 CONFLICT:Every Production Has Turmoil

13 COMMITMENT:Take It from the Top

14 QUICK TIPS:Cue Cards

Index

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书籍介绍

Delivering top-of-the-line customer service is Job #1 for most companies, an important factor in keeping profits high and customers coming back. Customer service problems can damage not just a company's reputation but its bottom line, so for busy managers -- and business owners with little time to search for solutions -- some fast help is needed. Award-Winning Customer Service offers scores of quick tips for readers looking to improve and then maintain their company's level of customer service. The book is chock full of practical advice on important topics such as: Planning and goal setting Effective communication Leadership Preparing for change Continual learning Coaching and development Effective feedback Motivational and problem-solving meetings Conflict resolution Follow-up and staying on top of the game And more. Containing 101 effective tips in all, unique "When this happens, try this" sections, and encouraging quotes, this is an essential reference for anyone who needs guidance or just a refresher on making customers feel truly valued.