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Handling Customer Moments of Truth

“There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.”

–Sam Walton

In this part:

image Assessing your own customer focus

image The seven moments of truth...

From

Cover of Telephone Skills that Satisfy Customers: Unleash the Full Potential of the Telephone

Note

Customer Moments of Truth L05 Assessing your own customer focus

image The seven moments of truth for customer service on the telephone:

⊲ Transferring calls

⊲ Taking messages

⊲ Initiating customer calls

⊲ Handling problems

⊲ Returning a customer call

⊲ Using e-mail to support your phone contacts

⊲ Upgrading cell phone etiquette