"This is a book that will help anyone who deals with customers. It is a wonderful blend of wisdom and insight that deals with the everyday relationships between the customer and service representative."
--Joe Breniser, President
Creative Training Institute
"An insightful look as to why customers don't always recieve first class service and how we all like to be treated."
--Jerry Drake, Business Manager
Liquid Control Corporation
"An exceptional Tool Kit; that is a must for every employee in an organization that has communications with customers. Professional, insightful, real-life responses to everyday customer service situations. Enjoyable, funny, easy to read handbook that puts the customer at the center of your organization."
--Diane Erickson, Director of Special Projects
Danner Press
this book is for any company, business, or organization that deals with customers and has a passionate desire to survive. We've all been customers ourselves, and we're tired; tired of inadequate service, a lack of concern, and a take-it-or-leave-it attitude. We're tired of being told everything under the sun except that which we long to hear, "How may I help you?" followed by the appropriate action. This book is about excuses we both hear and use for not giving excellent customer service and how to shoot those excuses down.
Excuses are those obstacles we ourselves; employees in the service industry create for not doing those things we have an inherent responsibility to provide the customer with: excellent professional service in a caring, friendly, and consisten manner. What is offered here are the excuses we use far too often, and more importantly, what we should say and do instead, because there are no excuses for not delivering excellent customer service!
Selected Contents
- Delivering Excellent Customer Service
- Practice the Golden Rule
- Check Out Your Work Environment
- Be a Master at What You Do!
- You Can't Put It Back!
- Exploring the Mind of Your Customer
- Profit Is Not a Dirty Word
- Caring Attitude
- A Little Story
- Wouldn't It Be Nice
- Common Sense Still Goes a Long Way
