Book description
Outstanding customer service is the heart of customer satisfaction and loyalty. How to achieve it? In a unique approach, author Maxine Kamin focuses on customer service from a values and mission viewpoint. Incorporating new age thinking into professional practice, 10 Steps to Successful Customer Service is designed for front-line customer service professionals that helps them implement key practices for engaging customer loyalty, improving results, and developing trust . Delivered in ASTD's 10 Steps Series, this new title offers fresh insight for people considering or managing their careers in service organizations.
Table of contents
- Cover
- 10 Steps To Success
- Titlepage
- Copyright page
- Content
- Preface
- Acknowledgments
- Introduction
- Step 1: Identify Service Motivation and Mission
- Step 2: Define Great Service for Your Organization
- Step 3: Form Great Relationships
- Step 4: Build Trusting Relationships that Last
- Step 5: Use the Law of Attraction—Be Positive
- Step 6: Aggressively Solve Problems— the Bigger the Better
- Step 7: Recover from Mistakes Gracefully
- Step 8: Give Customers and Yourself a Break
- Step 9: Keep It Cool When Things Get Hot
- Step 10: Be Your Own Best Customer
- Conclusion
- Appendix A: Creating and Supporting a Customer Service Culture
- Appendix B: Enjoy the Journey: Tool and Worksheet Roundup
- References
- Index
- About the Author
- Back
Product information
- Title: 10 Steps to Successful Customer Service
- Author(s):
- Release date: February 2010
- Publisher(s): Association for Talent Development
- ISBN: 9781562865900
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