Award-Winning Customer Service: 101 Ways to Guarantee Great Performance

Award-Winning Customer Service: 101 Ways to Guarantee Great Performance

Award-Winning Customer Service: 101 Ways to Guarantee Great Performance

Award-Winning Customer Service: 101 Ways to Guarantee Great Performance

Synopsis

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.

Excerpt

Why do customers take their business elsewhere? Some move away.
Some change because they are not satisfied with the product. Some
go for competitive reasons. But the majority of customers take their
business elsewhere because of an indifferent attitude toward them by
the business owner, manager, or frontline employee. Most of the time
these customers don’t even complain. They just don’t come back.

Do you know the key factors that cause customer dissatisfaction? Research has discovered that the top reasons for customer dissatisfaction focus specifically on employees who: don’t listen to what the customer is saying; ignore customers completely; don’t do what they say they will when they say they will; aren’t knowledgeable about their company’s products and services; and don’t follow up or follow through.

Providing consistently high-quality service puts you and your company on the fast track to success. How well you treat your customers may make the difference between achieving your business goals and just barely keeping your doors open (or not keeping them open at all!). Giving great customer service is not a matter of doing what you think your customers want. Rather, it is a matter of doing what your customers want. One of the greatest mistakes business owners make is assuming they know what their customers want without atually asking the customers what they want. To understand customers, you need to get close to them, stay tuned in to them, and think like them. Frontline employees are your key to success. They pres-

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