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Be Your Customer's Hero

Book Description

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.

Be Your Customer's Hero answers the call. The book provides customer-facing professionals with short, simple, actionable advice designed to transform them into heroes in the eyes of the customers they serve. Quick chapters show readers how to:

• Achieve the mindset required for Hero-Class™ service

• Understand the customer's expectations—and exceed them

• Develop powerful communication skills

• Avoid the seven triggers guaranteed to set customers off

• Handle difficult and even irrational customers with ease

• Become an indispensable part of any frontline team

Armed with the tools and techniques in this book, readers will start each workday knowing they can conquer whatever problem comes their way.

Table of Contents

  1. Cover
  2. TItle
  3. Copyright
  4. Contents
  5. Acknowledgments
  6. Introduction
  7. Before We Get Started
  8. PART ONE: GREAT SERVICE IS ALL IN YOUR HEAD
    1. Chapter 1: The Customer Is Always _
    2. Chapter 2: Winning Is Not a Customer Service Goal
    3. Chapter 3: Do You Know Your Mental Rules?
    4. Chapter 4: Be Proud, and Then Swallow Your Pride
    5. Chapter 5: Keep Your Cool When the Ball Comes at You
    6. Chapter 6: Are You Renting Customers Space in Your Head?
    7. Chapter 7: It’s True: Your Attitude Does Determine Your Altitude
  9. PART TWO: THE MIND OF THE MODERN CUSTOMER
    1. Chapter 8: Customers Have Mental Rules Too
    2. Chapter 9: What’s In It for Me?
    3. Chapter 10: All Customers Are Irrational
    4. Chapter 11: Everyone Is Rushed, Everyone Is Stressed
    5. Chapter 12: You Don’t Know Your Customer’s Story
    6. Chapter 13: Everyone’s Been Burned Before
  10. PART THREE: THE SEVEN SERVICE TRIGGERS
    1. Chapter 14: Introducing the Seven Service Triggers
    2. Chapter 15: Service Trigger #1: Being Ignored
    3. Chapter 16: Service Trigger #2: Being Abandoned
    4. Chapter 17: Avoiding Service Triggers #1 and #2
    5. Chapter 18: Service Trigger #3: Being Hassled
    6. Chapter 19: Service Trigger #4: Being Faced with Incompetence
    7. Chapter 20: Service Trigger #5: Being Shuffled
    8. Chapter 21: Service Trigger #6: Being Powerless
    9. Chapter 22: Service Trigger #7: Being Disrespected
  11. PART FOUR: BE A GREAT TEAMMATE
    1. Chapter 23: Why Teamwork Matters
    2. Chapter 24: Rise Above, Don’t Stoop Down
    3. Chapter 25: “It’s Showtime”
    4. Chapter 26: The Clothes Make the Rep
    5. Chapter 27: Always Be Professional
    6. Chapter 28: Set the Next Shift Up for Success
    7. Chapter 29: Five Reasons Customer Documentation Matters
    8. Chapter 30: Document Quickly and Effectively
    9. Chapter 31: When to Help a Teammate with a Customer
  12. PART FIVE: OWN THE SERVICE FLOOR
    1. Chapter 32: Make That First Impression Count
    2. Chapter 33: How Are You Today?
    3. Chapter 34: How to Handle “I’m Just Browsing”
    4. Chapter 35: Don’t Be a Helicopter Rep
    5. Chapter 36: Can You Remember One Thing?
    6. Chapter 37: The Name Game Is No Game
    7. Chapter 38: Judge Not, Lest Ye Miss an Opportunity
    8. Chapter 39: Become the Customer’s Personal Detective
    9. Chapter 40: Never Talk Badly About Customers with Customers
    10. Chapter 41: WOW Customers in the Blink of an Eye 117
  13. PART SIX: COMMUNICATE LIKE A PRO
    1. Chapter 42: Customer Service Lessons Grandma Taught You
    2. Chapter 43: Give Your Customers Your Undivided Attention
    3. Chapter 44: Is Your Body Language Saying the Right Things?
    4. Chapter 45: Smile When You Dial
    5. Chapter 46: The Phone Is Different, and the Same
    6. Chapter 47: Use BRWY Communication
    7. Chapter 48: Want to Help Your Customers? Shut Up
    8. Chapter 49: Ask Questions, Lots of Questions
    9. Chapter 50: Jargon Is a Wall Between You and the Customer
    10. Chapter 51: 10 Power Words You Must Use
    11. Chapter 52: Assure Accountability
    12. Chapter 53: Always Get Buy-In for Your Response Times
    13. Chapter 54: Don’t Make Promises You Can’t Keep
    14. Chapter 55: The Art of the Pivot
  14. PART SEVEN: MASTER DIFFICULT SITUATIONS
    1. Chapter 56: Complaints Should Come with Bows on Them
    2. Chapter 57: Listening Is a Start, Understanding Is the Goal
    3. Chapter 58: CATER to Your Customers with This Service Process
    4. Chapter 59: Focus on What You Can Do, Not on What You Can’t
    5. Chapter 60: Making It Right Is More Important Than Being Right
    6. Chapter 61: Let Upset Customers Punch Themselves Out
    7. Chapter 62: What to Do When the Customer Won’t Stop Talking
    8. Chapter 63: The Art of Framing
    9. Chapter 64: Sales Techniques That Help Close the Deal
    10. Chapter 65: Use Your Authority
    11. Chapter 66: Don’t Blame the Policy for the Problem
    12. Chapter 67: Fine Print Isn’t Always So Fine for Customers
    13. Chapter 68: Handling Customer Service “Experts”
    14. Chapter 69: When a Complaint Is a Scam
  15. PART EIGHT: HANDLE NIGHTMARE CUSTOMERS
    1. Chapter 70: Applying What You Know When the Heat Is On
    2. Chapter 71: There’s No Silver Bullet for a Hand Grenade
    3. Chapter 72: 13 Go-To Tactics for Defusing Angry Customers
    4. Chapter 73: How to Draw the Line with a Customer
    5. Chapter 74: How to Handle Customer Threats
    6. Chapter 75: What to Do When a Customer with an Audience Goes Crazy
  16. PART NINE: UNDERSTAND THE DIGITAL FRONT LINES
    1. Chapter 76: The Channel Impacts the Message
    2. Chapter 77: Privacy and Security Are the New Triggers
    3. Chapter 78: Good Email Is an Art
    4. Chapter 79: The Social Customer Is Here to Stay
  17. PART TEN: BE YOUR CUSTOMER’S HERO
    1. Chapter 80: What Really Makes a Hero-Class Customer Experience?
    2. Chapter 81: Adopt the Mindset of a Hero
    3. Chapter 82: Be Your Customer’s Hero
  18. Putting What You’ve Learned into Practice
  19. Index
  20. About the Author
  21. Free Sample Chapter from Exceptional Service, Exceptional Profit by Leonardo Inghilleri and Micah Solomon