Be Your Customer's Hero

Putting What You’ve Learned into Practice

This book covers a wide range of customer service concepts and techniques. There’s a lot to absorb, and the inevitable question once you’ve reached the end is, “Where do I start?” To help you answer this question, I want to give you a couple of quick tips for putting what you’ve learned into practice.

First, focus on the fundamentals, particularly those in Parts Four through Six. A host of the foundational techniques we covered in those middle parts are applicable across all types of service situations. Being familiar with these techniques will pay off in low- pressure and high-pressure customer situations.

Next, don’t try to eat the entire buffet in one meal. Pick the parts that resonate with you most ...