Lloyd Finch is President of Alpha Consulting Group, a company devoted to customer service improvement training and the development of customer service training products. Lloyd is an experienced speaker on customer service issues. Prior to forming Alpha consulting he had extensive sales, customer service, and sales management experience in an 18-year career with Pacific Bell and AT&T.
This book includes important customer service skills a Customer Service Representative (CSR) needs to satisfy customers. When you apply the skills, ideas, and suggestions included in this book, two important changes will occur. First, your job will become easier, and second, you will become a skilled CSR professional.
To explain the basics of providing high quality customer service
To describe the six elements of professionalism
To explore how to understand and respond to customer needs
To provide techniques for building effective communication skills
To discuss the importance of a positive attitude
To describe how to create and use a self-improvement plan