Superstar customer service a 31-day plan to improve client relations, lock in new customers, and keep the best ones coming back for more
"Develop your skills, manage yourself, master your ability to address the relationship problems experienced by your company, and you can go anywhere you want to go! Job satisfaction, success, and personal accomplishment are all within your grasp! This book is organized as a month-long journey o...
| Main Authors: | , |
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| Format: | eBook |
| Language: | English |
| Published: |
Pompton Plains, NJ
Career Press
2014
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| Subjects: | |
| Online Access: | |
| Collection: | O'Reilly - Collection details see MPG.ReNa |
Table of Contents:
- Includes bibliographical references and index
- Title Page
- Copyright
- Contents
- Introduction
- Beginnings Are Prophetic
- What�s My Job? What�s Expected of Me? Why Am I Important?
- How Serious Should I Be About This Work, Anyway?
- What Does It Mean to Manage Myself?
- To What Standards Should I Try to Rise?
- The Difference Between Good Service and Superstar Service
- How Do I Currently Stack Up?
- What Do I Need to Improve and Why?
- It All Begins With a Problem
- What Would L.L. Bean Do?
- You Can�t Treat Me Like That!
- Surveys, Mystery Shop, Complaints, and Written NotesYou Are Going to Hear About It, So You May as Well Make It Work for You, Not Against You
- Follow-Up Strategies and Going the Extra Mile
- What to Do When Things Go Wrong
- How to Impress Your Boss
- How Do I Avoid Getting Stuck in a Rut?
- Why We Need to Do More Than Just What It Takes to “Get By�
- Can Providing Good Service Take Me Anywhere?
- Customer Service Slip-Ups: What to Do When It Isn�t Working
- Afterword: Action-Planning and Goal-Setting for Superstar Success
- Chapter Notes
- Index
- What You Should Expect From Your Boss, and What to Do When Your Boss Doesn�t Do What You ExpectBegin With the Highest Form of Courtesy
- You Are Going to Have to “Gotta Wanna� Lead Yourself to Success
- Problem-Solving Your Way Through the Forest
- Time Management
- Etiquette on the Phone, in Electronic Communications, and Face-to-Face
- How to Deal With That *ss***e
- How to Say NO! Hell No! (Nicely?)
- How to Handle Complaints
- How Superstar Customer Service and Superstar Sales Go Together
- Working With the Numbers