The Customer Service Survival Kit

CHAPTER 20

From Customer Crisisto Excellent Service:Lessons for the WholeOrganization

MANY PEOPLE look at the skills in this book as mainly being important for one thing: handling difficult customer situations. I would like you to rethink this idea.

My experience is that the benefits of critical customer skills go far beyond customer interactions. Deployed properly, as part of an integrated approach to training, coaching, and employee orientation, these tools can fundamentally change the morale, turnover, service quality, and success of your entire workplace. As we close, let’s look at how you can use crisis communications skills as a foundation for success.

Creating a Service Culture

Every workplace on the face of the earth will tell you that ...