Cover image for 10 Steps to Successful Customer Service

10 Steps to Successful Customer Service

Author Maxine Kamin
Release Date: 2010/02/01
ISBN: 9781562865900
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Book Description

Outstanding customer service is the heart of customer satisfaction and loyalty. How to achieve it? In a unique approach, author Maxine Kamin focuses on customer service from a values and mission viewpoint. Incorporating new age thinking into professional practice, 10 Steps to Successful Customer Service is designed for front-line customer service professionals that helps them implement key practices for engaging customer loyalty, improving results, and developing trust . Delivered in ASTD's 10 Steps Series, this new title offers fresh insight for people considering or managing their careers in service organizations.

Table of Contents

  1. Cover
  2. 10 Steps To Success
  3. Titlepage
  4. Copyright page
  5. Content
  6. Preface
  7. Acknowledgments
  8. Introduction
  9. Step 1: Identify Service Motivation and Mission
  10. Step 2: Define Great Service for Your Organization
  11. Step 3: Form Great Relationships
  12. Step 4: Build Trusting Relationships that Last
  13. Step 5: Use the Law of Attraction—Be Positive
  14. Step 6: Aggressively Solve Problems— the Bigger the Better
  15. Step 7: Recover from Mistakes Gracefully
  16. Step 8: Give Customers and Yourself a Break
  17. Step 9: Keep It Cool When Things Get Hot
  18. Step 10: Be Your Own Best Customer
  19. Conclusion
  20. Appendix A: Creating and Supporting a Customer Service Culture
  21. Appendix B: Enjoy the Journey: Tool and Worksheet Roundup
  22. References
  23. Index
  24. About the Author
  25. Back
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