Be your customer's hero : real-world tips & techniques for the service front lines / Adam Toporek.

Format:

Book

Author/Creator:

Toporek, Adam, author.

Language:

English

Subjects (All):

Customer services--Social aspects.

Customer services.

Customer relations--Management.

Customer relations.

Physical Description:

1 online resource (270 p.)

Edition:

1st edition

Other Title:

Real-world tips & techniques for the service front lines

Real-world tips and techniques for the service front lines

Place of Publication:

New York, New York : American Management Association, 2015.

Language Note:

English

System Details:

text file

Summary:

On the front lines of customer service, every day presents new and unexpected challenges-and even the most dedicated employees can be caught unprepared. They need confidence. They need training. They need help.Be Your Customer's Hero answers the call. The book provides customer-facing professionals with short, simple, actionable advice designed to transform them into heroes in the eyes of the customers they serve.

Contents:

Acknowledgments

Introduction

Before we get started

Great service is all in your head

The customer is always

Winning is not a customer service goal

Do you know your mental rules?

Be proud, and then swallow your pride

Keep your cool when the ball comes at you

Are you renting customers space in your head?

It's true: your attitude does determine your altitude

The mind of the modern customer

Customers have mental rules, too

What's in it for me?

All customers are irrational

Everyone is rushed, everyone is stressed

You don't know your customer's story

Everyone's been burned before

The seven service triggers

Introducing the seven service triggers

Service trigger #1: being ignored

Service trigger #2: being abandoned

Avoiding service triggers #1 and #2

Service trigger #3: being hassled

Service trigger #4: being faced with incompetence

Service trigger #5: being shuffled

Service trigger #6: being powerless

Service trigger #7: being disrespected

Be a great teammate

Why teamwork matters

Rise above, don't stoop down

It's showtime

The clothes make the rep

Always be professional

Set the next shift up for success

Five reasons customer documentation matters

Document quickly and effectively

When to help a teammate with a customer

Own the service floor

Make that first impression count

How are you today?

How to handle "i'm just browsing"

Don't be a helicopter rep

Can you remember one thing?

The name game is no game

Judge not lest ye miss an opportunity

Become the customer's personal detective

Never talk badly about customers with customers

Wow customers in the blink of an eye

Communicate like a pro

Customer service lessons grandma taught you

Give your customers your undivided attention

Is your body language saying the right things?

Smile when you dial

The phone is different, and the same

Use brwy communication

Want to help your customers? shut up

Ask questions, lots of questions

Jargon is a wall between you and the customer

10 power words you must use

Assure accountability

Always get buy-in for your response times

Don't make promises you can't keep

The art of the pivot

Master difficult situations

Complaints should come with bows on them

Listening is a start, understanding is the goal

Cater to your customers with this service process

Focus on what you can do, not on what you can't

Making it right is more important than being right

Let upset customers punch themselves out

What to do when the customer won't stop talking

The art of framing

Sales techniques that help close the deal

Use your authority

Don't blame the policy for the problem

Fine print isn't always so fine for customers

Handling customer service "experts"

When a complaint is a scam

Handle nightmare customers

Applying what you know when the heat is on

There's no silver bullet for a hand grenade

13 go-to tactics for defusing angry customers

How to draw the line with a customer

How to handle customer threats

What to do when a customer with an audience goes crazy

Understand the digital front lines

The channel impacts the message

Privacy and security are the new triggers

Good email is an art

The social customer is here to stay

Be your customer's hero

What really makes a hero-class customer experience?

Adopt the mindset of a hero

Putting what you've learned into practice

Index.

Notes:

Includes index.

Includes bibliographical references and index.

Description based on online resource; title from PDF title page (ebrary, viewed March 27, 2015).

ISBN:

0-8144-4906-9

OCLC:

908557346