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Acknowledgments | |
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Introduction | |
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Tips for the Trainer | |
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Tips for the Student | |
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Putting Your Best Face Forward | |
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Taking Your First Steps: The Basics | |
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Customer Service Is the Basics | |
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Step 1: First Impressions Matter | |
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Step 2: Courtesy Counts | |
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Step 3: Attitude Is Everything | |
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Step 4: Doing the Right Thing: Ethical Issues | |
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Key Points 37, Practice Lesson 38, Doing It Right! 39 | |
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How Do I Measure Up? | |
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Tossing the Ball Back and Forth: Effective Communication | |
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Customer Service Is Effective Communication | |
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Step 1: Saying What You Mean and Meaning What You Say | |
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Step 2: What You Don't Say: Nonverbal Communication | |
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Step 3: Putting Words Together: Grammar Usage | |
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Step 4: Asking the Correct Questions and Answering the Questions Correctly | |
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Step 5: When the Customer Says No | |
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Step 6: Listening Actively | |
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Key Points 63, Practice Lesson 64, Doing It Right! 66 | |
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How Do I Measure Up? | |
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Jumping in with Both Feet: Relationship Building | |
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Customer Service Is Building Relationships | |
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Step 1: Establishing Rapport | |
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Step 2: Interacting Positively with Customers | |
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Step 3: Identifying Customers' Needs | |
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Step 4: Making the Customer Feel Valued | |
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Step 5: Maintaining Ongoing Relationships | |
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Step 6: Different Strokes: Handling Different Types of Customers | |
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Key Points 93, Practice Lesson 94, Doing It Right! 96 | |
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How Do I Measure Up? | |
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Putting Your Customers First | |
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Seeing Eye to Eye: Face-to-Face Contacts | |
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Customer Service Is Face-to-Face Contacts | |
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Step 1: Saying Hello: Greeting the Customer | |
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Step 2: Between Hello and Goodbye: Helping the Customer | |
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Step 3: Saying Goodbye: Ending the Interaction | |
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l Key Points 117, Practice Lesson 117, Doing It Right! 118 | |
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How Do I Measure Up? | |
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Saying It with a Smile: Telephone Contacts | |
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Customer Service Is Telephone Contacts | |
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Step 1: Putting Your Best Ear Forward: Listening Carefully | |
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Step 2: Saying Hello: The Opener | |
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Step 3: Between Hello and Goodbye: Helping the Customer | |
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Step 4: Saying Goodbye: The Closer | |
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l Key Points 138, Practice Lesson 139, Doing It Right! 140 | |
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How Do I Measure Up? | |
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Looking Before You Leap: E-Customer Contacts | |
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Customer Service Is E-Customer Contacts | |
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Step 1: What Does the E-Customer Expect? | |
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Step 2: Hanging the Open Sign: Being Accessible | |
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Step 3: Writing What You Mean: E-Mail Communication | |
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Step 4: Speaking Around the World: Cross-Cultural Etiquette | |
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l Key Points 158, Practice Lesson 159, Doing It Right! 160 | |
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How Do I Measure Up? | |
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Giving When Getting Is Not Expected: Self-Service | |
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Contacts | |
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Customer Service Is Self-Service Contacts | |
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Step 1: Saying Hello: Greeting the Customer | |
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Step 2: Between Hello and Goodbye: Looking for Opportunities to Help | |
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Step 3: Saying Goodbye: Ending the Interaction | |
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l Key Points 176, Practice Lesson 176, Doing It Right! 178 | |
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How Do I Measure Up? | |
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Calming the Storm: Difficult Customer Contacts | |
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Customer Service Is Difficult Customer Contacts | |
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Step 1: What Is Going On: Determine the Reason for the Problem | |
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Step 2: What Caused the Problem: Identify the Root Cause | |
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Step 3: What Can I Do: Rectify the Situation | |
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Step 4: What Can I Say: Restore the Relationship | |
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Step 5: What Needs to Be Done: Fix What Needs to Be Fixed | |
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l Key Points 201, Practice Lesson 202, Doing It Right! 205 | |
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How Do I Measure Up? | |
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Putting it All Together | |
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Hitting the Ground Running: Ready, Set, Go | |
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Customer Service Is Being Ready and Set to Go | |
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Your Customer Service Training Quick Reference | |
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Being the Best You Can Be: The Total Package | |
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Customer Service Is Being the Best You Can Be Every Day | |
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Enjoy Each Day | |
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Index | |