Common Sense Customer Service Book by Victoria Wells
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Common Sense Customer Service

Common Sense Customer Service


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About the Book

A Must Have Resource For Anyone In The Customer Service Field

For Job Seekers
This book gives job seekers a good grounding in what is involved in delivering truly excellent customer service. It also explains how being an amazing customer service representatives benefits themselves, the customer and the company. A job seeker can be certain they have the skills required for such a position and can effectively communicate that when applying for a career in customer service.

For Customer Service Training
Common Sense Customer Service is a must-have book to add to any customer service training program. It's great for large or small companies as it is general enough for any industry but in-depth enough to be truly useful.
Victoria Wells talks from a wealth of customer service experiences in a non-threatening style that people find easy to read and easy to absorb.
This book serve as the basis of a training program, an addition to a training program and a reference guide.

For Managers/Owners
The Extra Chapter is targeted specifically at managers/owners and includes some valuable insights.
Managers/owners will come away with a new appreciation and understanding of their role in attaining company-wide, exceptional customer service, as well as ideas on how to effectively reward, or constructively criticize, their customer service personnel.

Basic Customer Service Concepts

  • Do Unto Others
  • The Customer is Always Right - NOT!
  • The Customer is Always the Customer

Attitude and personality

  • Personality
  • Attitude

General telephone basics

  • Automated Attendant or Not?
  • Pick Up The Phone!
  • Physical Telephone Message Records
  • Setting Up Your Automated Attendant
  • How to Answer the Phone
  • and more ...

Communicating With Your Customers

  • In Person
  • In Person Trumps On The Phone
  • By Email
  • By Phone
  • and more ...

Dealing with Different Types of Customers

  • Understanding Your Customers
  • The Demanding Customer
  • The Unhappy Customer
  • The Unreasonable Customer
  • The Abusive Customer
  • The Accommodating Customer
  • and more ...

Under-promise and over-deliver

  • Promises, Promises, Promises
  • Under Promise and Over Deliver
  • and more ...

Knowing your limits

  • Company Policies
  • Use Your Authority Wisely

Dealing with stress

  • Don't Take It Personally
  • If It's Truly Too Much
  • Never Complain to a Customer
  • and more ...

Good note keeping

  • Manual Note Keeping
  • Electronic Note Keeping
  • Keeping Good Customer Records
  • and more ...

Follow Up, Follow Up, Follow Up

  • The Importance of Following Up
  • Keeping Your Customer In The Loop
  • Why Following Up With Your Customer Is So Important
  • and more ...

Bonus Chapter for the Manager/Owner

  • Lead By Example
  • Management by Walking Around
  • Technology
  • Other things to consider are
  • Empowering Your Employees
  • Rewarding Your Employees
  • Praise In Public, Criticize In Private
  • Constructive Criticism
  • When an Employee is not a Good Fit for Your Company

About the Author: Victoria Wells has been in the customer service field for over 30 years. She has a unique perspective on the role of a customer service representative as, throughout her career, she has been an employee, an employer and a consultant. Victoria has had the opportunity and the privilege to work with many different companies in diverse fields. She felt that a simple, common sense, no-nonsense guide to a career in customer service was missing from all the training books and manuals available. Her writing style is chatty and non-threatening. She uses experiences from her own career to highlight, and bring clarity to, the advice she offers.


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Product Details
  • ISBN-13: 9781482746150
  • Publisher: Createspace Independent Publishing Platform
  • Publisher Imprint: Createspace Independent Publishing Platform
  • Height: 229 mm
  • No of Pages: 70
  • Series Title: English
  • Sub Title: Improve Your Job Skills & Provide A Great Customer Experience
  • Width: 152 mm
  • ISBN-10: 1482746158
  • Publisher Date: 12 Mar 2013
  • Binding: Paperback
  • Language: English
  • Returnable: N
  • Spine Width: 4 mm
  • Weight: 154 gr


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