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by Renee Evenson
Award-Winning Customer Service: 101 Ways to Guarantee Great Performance
Copyright
Acnowledgments
Introduction
CUSTOMERS: Delight Your Audience
Pay Attention
Listen Carefully to Your Customers
Know Your Business
Do What You Say You Will When You Say You Will
Follow Up for Satisfaction
Making Customers Happy Is Job #1
PERFORMANCE: Your Role of a Lifetime
Present Your Best Face Forward
Maintain a Positive Attitude
Exude Confidence
Honesty Is Always Your Best Choice
Energize Yourself
Bounce Back with Resiliency
PLANNING: A Good Script Begins with Thoughtful Consideration
Create a Personal Mission Statement
Write a Customer-Focused Plan
Set Specific and Relevant Goals
Measure Results to Stay on Track
COMMUNICATION: Choose the Right Lines in the Script
You Don’t Communicate Alone
Stop When You See Communication Red Lights
Go with Green Light Communication
Listen, Listen, Listen
Speak Your Best at All Times
Pay Attention to Body Language: Yours and Others
Give and Get Accurate Information
Ask Good Questions
Ask Who, What, When, Where, Why, and How
Answer and Respond to Enhance Communication
Assure to Make Others Feel Valued
Zap Zapper Words from Your Vocabulary
Charge Ahead with Charger Words
LEADERSHIP: Great Performances Need Great Direction
Positive Leadership Begins with Awareness
Develop Positive Leadership Qualities
Think Like a Leader
Model Leadership Behavior
Learn Critical Thinking Skills
Make Solid Decisions
Manage Your Time or Your Time Will Manage You
Add Value to Everything You Do
PREPARATION: Things Are Going to Change
Get Ready: Things Will Not Stay the Same
Become a Quick Change Artist
Help Yourself and Others Work Through Change
Remain Objective
Maintain an Upbeat Attitude
Stay Accountable for Outcomes
TRAINING: Learn Your Lines
Analyze Training Needs
Learners Come in Different Styles
Products, Services, and Company Policies
General Steps to Exceptional Customer Service
Specific Steps to Exceptional Customer Service
Conduct Market Research
Understand the Big Picture
Handle Customer Complaints
Learning Is a Continual Project
TEAMWORK: The Actors Make the Cast
Strong Teams = Success
Establish a Team Identity
Foster a Supportive Environment
Form a Cohesive and United Team
Strengthen Your Team by Being a Team Player
Analyze What You Can Do to Improve
MOTIVATION: Monitoring the Process
Hands-On Customer Service
Take Charge: Stop, Look, and Listen
Document Your Observations
Motivate Your Team
Exemplify the Right Behavior
FEEDBACK: Rave Reviews and Poor Reviews
Meaningful Feedback Is Focused, Specific, and Timely
The Wrong Way Demoralizes
The Right Way Enthuses
Quick Feedback Gets Positive Results
Corrective Feedback Changes Performance
Development Plans Set Goals for Improvement
Periodic Appraisals Are the Most Specific Feedback
Accept Feedback Graciously
MEETINGS: On-the-Spot Rehearsals
Plan Productive Meetings
Lead Meetings Effectively and Efficiently
Sound Questioning Techniques Keep You on Track
Maintain Control During Your Meetings
Strengthen Group Discussion by Understanding Group Dynamics
Conclude Meetings by Energizing Your Team
Customer Service Meetings Keep You Focused
Contribute Positively When You Attend Meetings
CONFLICT: Every Production Has Turmoil
Conflict Is Good
Communication Is Key to Resolving Conflict
Anticipate Problems and Deal with Them Immediately
Find Win-Win Solutions
Turn Chronic Complaining into Contentment
Turn Problem Performers into Peak Producers
Remain Calm and in Control at All Times
COMMITMENT: Take It from the Top
Keep the Momentum Going
Stay One Step Ahead of the Crowd
Pro-Act, Don’t React
Create Creative Coworkers
Cultivate Contented Customers
Develop an Attitude of Gratitude
Make Fun Time a Daily Goal
QUICK TIPS: Cue Cards
CHARACTER Counts
CHANGE for the Better
LISTEN UP for Better Communication
CARE About Your Customers
Face-to-Face Customer Service
Stop! Look! Listen! Act! for Outstanding Customer Service
Customer Satisfaction Quiz
Customer Quick Bytes
Index
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