- Cover
- Title
- Contents
- Acknowledgments
- Introduction
- Tips for the Trainer
- Tips for the Student
- Part I Putting Your Best Face Forward
- 1 Your First Steps Can Make a Huge Stride: The Basics
- 2 Tossing the Ball Back and Forth: Effective Communication
- Customer Service Is Effective Communication
- Step 1: Say What You Mean and Mean What You Say
- Step 2: Enhance Your Messages with Nonverbal Techniques
- Step 3: Putting Words Together: Grammar Usage
- Step 4: Ask the Correct Questions and Answer the Questions Correctly
- Step 5: Overcome the Big No
- Step 6: Listen Attentively
- Key Points
- Practice Lesson
- Doing It Right!
- How Do I Measure Up?
- 3 Jumping In with Both Feet: Relationship Building
- Customer Service Is Building Relationships
- Step 1: Establish Rapport
- Step 2: Interact Positively with Customers
- Step 3: Identify Customers’ Needs
- Step 4: Make Each Customer Feel Valued
- Step 5: Maintain Ongoing Relationships
- Step 6: Understand Various Types of Customers
- Key Points
- Practice Lesson
- Doing It Right!
- How Do I Measure Up?
- Part II Putting Your Customers First
- Part III Putting it All Together
- Index
- About the Author
- Sample Chapter from Talking Crazy by Mark Goulston
- About AMACOM Books
- Impressum
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