Cargando…
Be your customer's hero : real-world tips & techniques for the service front lines /
On the front lines of customer service, every day presents new and unexpected challenges - and even the most dedicated employees can be caught unprepared. They need confidence. They need training. They need help. This book answers the call by providing customer-facing professionals with short, simpl...
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
New York :
AMACOM American Management Association,
2015.
|
| Temas: | |
| Acceso en línea: | Texto completo (Requiere registro previo con correo institucional) |
Tabla de Contenidos:
- Acknowledgments
- Introduction
- Before we get started
- Great service is all in your head
- The customer is always
- Winning is not a customer service goal
- Do you know your mental rules?
- Be proud, and then swallow your pride
- Keep your cool when the ball comes at you
- Are you renting customers space in your head?
- It's true: your attitude does determine your altitude
- The mind of the modern customer
- Customers have mental rules, too
- What's in it for me?
- All customers are irrational
- Everyone is rushed, everyone is stressed
- You don't know your customer's story
- Everyone's been burned before
- The seven service triggers
- Introducing the seven service triggers
- Service trigger #1: being ignored
- Service trigger #2: being abandoned
- Avoiding service triggers #1 and #2
- Service trigger #3: being hassled
- Service trigger #4: being faced with incompetence
- Service trigger #5: being shuffled
- Service trigger #6: being powerless
- Service trigger #7: being disrespected
- Be a great teammate
- Why teamwork matters
- Rise above, don't stoop down
- It's showtime
- The clothes make the rep
- Always be professional
- Set the next shift up for success
- Five reasons customer documentation matters
- Document quickly and effectively
- When to help a teammate with a customer
- Own the service floor
- Make that first impression count
- How are you today?
- How to handle "i'm just browsing"
- Don't be a helicopter rep
- Can you remember one thing?
- The name game is no game
- Judge not lest ye miss an opportunity
- Become the customer's personal detective
- Never talk badly about customers with customers
- Wow customers in the blink of an eye
- Communicate like a pro
- Customer service lessons grandma taught you
- Give your customers your undivided attention
- Is your body language saying the right things?
- Smile when you dial
- The phone is different, and the same
- Use brwy communication
- Want to help your customers? shut up
- Ask questions, lots of questions
- Jargon is a wall between you and the customer
- 10 power words you must use
- Assure accountability
- Always get buy-in for your response times
- Don't make promises you can't keep
- The art of the pivot
- Master difficult situations
- Complaints should come with bows on them
- Listening is a start, understanding is the goal
- Cater to your customers with this service process
- Focus on what you can do, not on what you can't
- Making it right is more important than being right
- Let upset customers punch themselves out
- What to do when the customer won't stop talking
- The art of framing
- Sales techniques that help close the deal
- Use your authority
- Don't blame the policy for the problem
- Fine print isn't always so fine for customers
- Handling customer service "experts"
- When a complaint is a scam
- Handle nightmare customers
- Applying what you know when the heat is on
- There's no silver bullet for a hand grenade
- 13 go-to tactics for defusing angry customers
- How to draw the line with a customer
- How to handle customer threats
- What to do when a customer with an audience goes crazy
- Understand the digital front lines
- The channel impacts the message
- Privacy and security are the new triggers
- Good email is an art
- The social customer is here to stay
- Be your customer's hero
- What really makes a hero-class customer experience?
- Adopt the mindset of a hero
- Be your customer's hero
- Putting what you've learned into practice
- Index.