Award-Winning Customer Service

101 Ways to Guarantee Great Performance

Author: Renee Evenson
Pub Date: 2007
Your Price: $24.95
ISBN: 0814474543
Format: Hardcover

• Overview
• Sample Chapter
• Praise for this book
• Table of Contents
• Request an Evaluation Copy, INSTRUCTOR ONLY!

Table of Contents

Acknowledgments xiii

Introduction xv

1 CUSTOMERS: Delight Your Audience 1
1. Pay Attention 3
2. Listen Completely to Your Customers 4
3. Know Your Business 5
4. Do What You Say You Will When You
Say You Will 7
5. Follow-Up for Satisfaction 8
6. Making Customers Happy Is Job #1 10

2 PERFORMANCE: Your Role of a Lifetime 12
7. Present Your Best Face Forward 14
8. Maintain a Positive Attitude 15
9. Exude Confidence 17
10. Honesty Is Always Your Best Choice 18
11. Energize Yourself 20
12. Bounce Back with Resiliency 22

3 PLANNING: A Good Script Begins
with Thoughtful Consideration 24
13. Create a Personal Mission Statement 26
14. Write a Customer-Focused Plan 27
15. Set Specific and Relevant Goals 29
16. Measure Results to Stay on Track 31

4 COMMUNICATION: Choose the Right Lines
in the Script 33
17. You Don’t Communicate Alone 35
18. Stop When You See Communication
Red Lights 36
19. Go with Green Light Communication 38
20. Listen, Listen, Listen 39
21. Speak Your Best at All Times 41
22. Pay Attention to Body Language: Yours
and Others 43
23. Give and Get Accurate Information 44
24. Ask Good Questions 46
25. Ask Who, What, When, Where, Why,
and How 48
26. Answer and Respond to Enhance
Communication 49
27. Assure to Make Others Feel Valued 51
28. Zap Zapper Words from Your Vocabulary 53
29. Charge Ahead with Charger Words 54

5 LEADERSHIP: Great Performances Need
Great Direction 56
30. Positive Leadership Begins with
Awareness 58
31. Develop Positive Leadership Qualities 59
32. Think like a Leader 61
33. Model Leadership Behavior 62
34. Learn Critical Thinking Skills 64
35. Make Solid Decisions 66
36. Manage Your Time or Your Time Will
Manage You 67
37. Add Value to Everything You Do 69

6 PREPARATION: Things Are Going to Change 71
38. Get Ready: Things Will Not Stay the Same 73
39. Become a Quick Change Artist 74
40. Help Yourself and Others Work through
Change 76
41. Remain Objective 78
42. Maintain an Upbeat Attitude 79
43. Stay Accountable for Outcomes 81

7 TRAINING: Learn Your Lines 84
44. Analyze Training Needs 86
45. Learners Come in Different Styles 87
46. Products, Services, and Company Policies 89
47. General Steps to Exceptional Customer
Service 91
48. Specific Steps to Exceptional Customer
Service 93
49. Conduct Market Research 94
50. Understand the Big Picture 96
51. Handle Customer Complaints 98
52. Learning Is a Continual Project 100

8 TEAMWORK:The Actors Make the Cast 102
53. Strong Teams = Success 104
54. Establish a Team Identity 105
55. Foster a Supportive Environment 107
56. Form a Cohesive and United Team 109
57. Strengthen Your Team by Being a Team Player 111
58. Analyze What You Can Do to Improve 112

9 MOTIVATION: Monitoring the Process 115
59. Hands-On Customer Service 117
60. Take Charge: Stop, Look, and Listen 118
61. Document Your Observations 120
62. Motivate Your Team 122
63. Exemplify the Right Behavior 124

10 FEEDBACK: Rave Reviews and Poor Reviews 126
64. Meaningful Feedback Is Focused, Specific,
and Timely 128
65. The Wrong Way Demoralizes 129
66. The Right Way Enthuses 131
67. Quick Feedback Gets Positive Results 133
68. Corrective Feedback Changes Performance 135
69. Development Plans Set Goals for
Improvement 136
70. Periodic Appraisals Are the Most Specific
Feedback 138
71. Accept Feedback Graciously 140

11 MEETINGS: On the Spot Rehearsals 142
72. Plan Productive Meetings 144
73. Lead Meetings Effectively and Efficiently 145
74. Sound Questioning Techniques Keep You
on Track 147
75. Maintain Control during Your Meetings 149
76. Strengthen Group Discussion by Understanding
Group Dynamics 151
77. Conclude Meetings by Energizing Your Team 152
78. Customer Service Meetings Keep You
Focused 154
79. Contribute Positively When You Attend
Meetings 156

12 CONFLICT: Every Production Has Turmoil 158
80. Conflict Is Good 160
81. Communication Is Key to Resolving Conflict 161
82. Anticipate Problems and Deal with Them
Immediately 163
83. Find Win-Win Solutions 165
84. Turn Chronic Complaining into
Contentment 167
85. Turn Problem Performers into Peak
Producers 168
86. Remain Calm and in Control at All Times 170

13 COMMITMENT: Take It from the Top 173
87. Keep the Momentum Going 175
88. Stay One Step Ahead of the Crowd 176
89. Pro-Act, Don’t React 178
90. Create Creative Coworkers 180
91. Cultivate Contented Customers 182
92. Develop an Attitude of Gratitude 183
93. Make Fun Time a Daily Goal 185

14 QUICK TIPS: Cue Cards 188
94. CHARACTER Counts 189
95. CHANGE for the Better 190
96. LISTEN UP for Better Communication 192
97. CARE about Your Customers 193
98. Face-to-Face Customer Service 194
99. Stop! Look! Listen! Act! for Outstanding
Customer Service 195
199. Customer Satisfaction Quiz 195
191. Customer Quick Bytes 196

Index 199

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