Achieving Excellence In Customer Service
Superb customer service doesn't happen by accident. Even if you're serving customers well today and you have a great system in place, that doesn't guarantee long-term success. You must constantly reassess what you're doing and adjust accordingly to appeal to shifts in customer attitudes and trends.
That's why we've created this new special report: Achieving Excellence in Customer Service. It's packed with tips and tactics you can put to use today to ensure top-notch customer service now - and beyond. And it's loaded with case studies of real-world companies that have developed blue-ribbon service organizations.
Chapter 1:
Plant the Right Mind-set
Set high standards
Collect employee feedback
Track quality of service
Institute reward programs
Chapter 2:
Exceed Customer Expectations
Add a personal touch
Secure the tools to anticipate needs
Smiling customers means happier employees
Raise the bar with simple steps
Chapter 3:
Treat Complaints as Opportunities
Enlist the top brass
Dig for hidden complaints
Tap the power of listening
Chapter 4:
Capitalize on Every Call
When callers explode
Reinforce basics of answering the phone
Mastering phone etiquette
Chapter 5:
Reach Out and Touch Customers-Online
Design a customer-friendly Web site
Harness the power of the Web
Send e-mails that customers love
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