Customer Service Excellence: How to Deliver Value to Today's Busy Customer

Is your customer service as good as it could be? Do your employees know what good service is? Can they handle the phone effectively? Are they empathetic? Friendly? In control? Do they listen well? Do they understand what makes their customers tick? If your organization's customer service is less than top-notch, people will likely judge your employees as rude, uncaring, unprofessional, and uninterested in their business. This guide introduces the basics of customer service: how to properly answer the telephone; how to handle holds, transfers, and messages; how to deal with difficult calls and callers; and how to present an image that says "confident, credible, and capable." While it can be used on its own, this book is best used for the first time as part of instructor-led training.