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Customer Service: How to Attract, Retain, and Interact with High-Quality Customers

Book Description

Includes Complete Participant & Instructor Workbooks!

Overview

Your fast, fun resource for delivering outstanding customer service: the perfect complement to Jeff Havens’s Customer Service video course!

Description

In an era where many companies offer similar products and services at similar prices, it’s hard to stand out. But if you offer the best customer service around, you’ll win loyal customers who keep coming back, and tell their friends to do the same. If that sounds great to you, Jeff Havens’s Customer Service brings together all the knowledge you’ll need to deliver outstanding customer service, and help others do it, too! One of North America’s leading presenters on business success, Havens brings fun to the learning process, so his audiences enjoy every minute – and never forget his crucial takeaways. Designed to complement Havens’s separate video course (ISBN: 9780134464565), this package contains a 78-page Participant Workbook combining summaries, room for notes, and powerful questions for assessing how you’re delivering customer service now, and identifying ways to improve. Havens explains how to create a physical or online environment that attracts and engages the best customers… how to practice the personal qualities that lead to successful customer interactions… how to use active listening and eye contact to connect with customers… how to recognize and avoid ineffective customer service techniques… how to uncover small details and improvements that can make customers happy… how to deal with irate customers… why processes are important, and when to consider out-of-the-box approaches to helping a customer. Perfect for HR pros, trainers, and coaches, this package also containsa 66-page Instructor’s Guide, packed with step-by-step instructions for maximizing each lesson’s effectiveness and entertainment. No additional materials or pre-work necessary: just follow the instructions, and in less than 5 minutes you’ll be ready to teach this course!

About the Instructor

Jeff Havens is one of North America’s most popular business presenters. His extraordinary ability to deliver high-quality education in an entertaining way has earned him dozens of repeat clients, all of whom appreciate his insistence that education is the only way that we improve at anything, and that we’ll all improve better and faster if we enjoy the learning process. By combining traditional presentation content with the entertainment value of a comedy show, Havens has found enthusiastic audiences in government, academia, small businesses, and the Fortune® 50, all while still being one of the youngest members of the professional speaking circuit. A Phi Beta Kappa graduate of Vanderbilt University, he lives in Michigan with his wife, Laura, and their dog, Pancake. He is author of Us vs. Them: Redefining the Multi-Generational Workplace to Inspire Your Employees to Love Your Company, Drive Innovation, and Embrace Change. For more information, visit www.jeffhavens.com.

Skill Level

  • Beginner

  • Intermediate

  • What You Will Learn

  • How to create a physical and/or online environment conducive to attracting and engaging high-quality customers

  • How to recognize and develop the personal qualities that lead to successful customer interaction

  • Which ineffective customer service techniques don’t work, why they don’t work, and how to avoid them

  • How to deal with irate customers

  • How to do the small things that customers love, and when to consider going beyond the rules to solve their problems

  • Who Should Take This Course

  • For everyone moving into a role as a customer service professional or manager

  • For every HR professional, senior leader, coach, trainer, or mentor who wants to help customer service teams succeed

  • Course Requirements

  • No customer service delivery or management experience required

  • Table of Contents

    Introduction

    Learn how this course will help you master crucial core skills in customer service, and how you can use it most effectively.

    Part 1: Before the Customer Arrives

    Discover how your physical or retail business environment can powerfully impact customer satisfaction, and how to do the little things that make a huge difference to customers.

    Part 2: Customer Interaction

    Interact with customers more successfully, root out behaviors and processes that drive customers crazy, and deal effectively with angry customers.

    Part 3: Personal Qualities

    Consider when to follow the rules “to the letter,” and when to bend them a bit to help a customer… understand how your speech and attitude shapes how you’re viewed… bring more honest enthusiasm to your customer conversations.

    Conclusion

    Recognize that you now have the customer service knowledge you’ll need to succeed!

    Table of Contents

    1. About This E-Book
    2. Customer Service
      1. Table of Contents
      2. Introduction
    3. Part One: Before the Customer Arrives
      1. Episode 1. A Tale of Two Businesses
        1. Self-Reflection Questions
      2. Episode 2. Pay Attention to Your Environment
        1. Self-Reflection Questions
      3. Episode 3. Little Things Matter
        1. Self-Reflection Questions
    4. Part Two: Customer Interaction
      1. Episode 4. Your Wait Time is Approximately... Forever.
        1. Self-Reflection Questions
      2. Episode 5. Customer Service 101: The Basics of Bad Customer Service
        1. Self-Reflection Questions
      3. Episode 6. A Playful Way to Annoy Your Customers
        1. Self-Reflection Questions
      4. Episode 7. Dealing with Irate Customers
        1. Self-Reflection Questions
    5. Part Three: Personal Qualities
      1. Episode 8. Follow Every Rule
        1. Self-Reflection Questions
      2. Episode 9. Using Proper English and Grammar Can Only Hurt Your Career
        1. Self-Reflection Questions
      3. Episode 10. Sound Excited Already!
        1. Self-Reflection Questions
      4. Conclusion: You should be happy and excited by now!
    6. Customer Service
      1. Table of Contents
      2. Instructor Introduction
      3. Instructor Guide: Graphics Key
    7. Part One: Before the Customer Arrives
      1. Episode 1. A Tale of Two Businesses
        1. Suggested Instructor Outline
        2. Ways to Make It Entertaining
        3. Homework!
      2. Episode 2. Pay Attention to Your Environment
        1. Suggested Instructor Outline
        2. Ways to Make It Entertaining
        3. Homework!
      3. Episode 3. Little Things Matter
        1. Suggested Instructor Outline
        2. Ways to Make It Entertaining
        3. Homework!
    8. Part Two: Customer Interaction
      1. Episode 4. Your Wait Time Is Approximately... Forever
        1. Suggested Instructor Outline
        2. Ways to Make It Entertaining
        3. Homework!
      2. Episode 5. Customer Service 101: The Basics of Bad Customer Service
        1. Suggested Instructor Outline
        2. Ways to Make It Entertaining
        3. Homework!
      3. Episode 6. A Playful Way to Annoy Your Customers
        1. Suggested Instructor Outline
        2. Ways to Make It Entertaining
        3. Homework!
      4. Episode 7. Dealing with Irate Customers
        1. Suggested Instructor Outline
        2. Ways to Make It Entertaining
        3. Homework!
    9. Part Three: Personal Qualities
      1. Episode 8. Follow Every Rule
        1. Suggested Instructor Outline
        2. Ways to Make It Entertaining
        3. Homework!
      2. Episode 9. Using Proper English and Grammar Can Only Hurt Your Career
        1. Suggested Instructor Outline
        2. Ways to Make It Entertaining
        3. Homework!
      3. Episode 10. Sound Excited Already!
        1. Suggested Instructor Outline
        2. Ways to Make It Entertaining
        3. Homework!
    10. Conclusion: This section will utilize NO VIDEOS