Extra Mile : 500 Customer Service Tips for Success: Tools to Attract, Satisfy, and Retain Even the Most Difficult Customer.

Format:

Book

Language:

English

Subjects (All):

Customer services.

Customer relations.

Physical Description:

1 online resource (327 pages)

Edition:

1st ed.

Other Title:

Extra Mile

Place of Publication:

Naperville : Callisto Media Inc., 2015.

Summary:

Extra Mile: 500 Customer Service Tips for Success provides comprehensive guidance for businesses and individuals aiming to enhance their customer service skills. The book offers practical advice on attracting, satisfying, and retaining customers, even in challenging situations. With insights drawn from successful companies like Apple and Ritz-Carlton, it emphasizes the importance of understanding customer needs and integrating them into corporate culture. The book is structured into sections covering customer service principles, real-life scenarios, crisis management, and online interactions, along with a list of common mistakes to avoid. It serves as a valuable resource for customer service representatives, business owners, and anyone who regularly interacts with clients, helping them to navigate difficult situations with empathy and professionalism. Generated by AI.

Contents:

Cover Page

Title Page

Copyright Page

Contents

Introduction: Secrets of the Giants

PART 1 Customer Service Overview

PART 2 Customer Service Basic Principles

Who Is Your Customer?

Who Should Your Customer Be?

How to Attract Customers

How to Outdo the Competition

The Best Business Attitudes

How to Treat Potential Customers

How to Choose Your Words Wisely

Inbound Call Greetings

How to Address a Customer

What Tone to Use

How to Think About Customer Service

PART 3 General Rules

Converting a Prospect Into a Customer

Listening

Making It Right

Apologizing

Following Up

Reassuring

Acknowledging

Showing Empathy

Explaining

Limiting

"Let Me Speak to Your Supervisor"

Giving Away Extra

Providing Alternatives

PART 4 Real-Life Scenarios

PART 5 Crisis Management

Extreme Anger

Unreasonable Demands

Sarcasm and Threats

The Fibbing Customer

Something Isn't Right

What Not to Do

It Gets Worse

Customer Service in a Real-Life Crisis

PART 6 Building Customer Loyalty

Invest in Your People

Make a Connection

Make the Effort to Help

Build Trust

Reward Brand Loyalty

Building Loyalty Through Great Service

Going Beyond the Extra Mile

PART 7 Customer Service Online

Twitter, Facebook, Instagram, and the Social Media Revolution

Choosing Social Media for Your Business

Dealing with the Public Online

How to Mess Up Your Social Media

How Others Can Mess Up Your Social Media

Going Viral

PART 8 50 Things Never to Do or Say

DON'T IGNORE SOMEONE WAITING

DON'T INTERROGATE your customer

DON'T FORGET to COMMUNICATE any changes

DON'T TURN DISAPPOINTMENT into FRUSTRATION

DON'T DENY RESPONSIBILITY

DON'T SWEAR (obviously)

DON'T LOSE your PATIENCE

DON'T SHAME the ELDERLY.

DON'T EXPECT your customers to KNOW YOUR INTERNAL PROCESSES

DON'T MICROMANAGE your patrons

DON'T REFUSE to BEND THE RULES

DON'T BE INSENSITIVE to PEOPLE with DISABILITIES

DON'T REFUSE to SOLVE PROBLEMS

DON'T DISMISS a Genuine CONCERN

DON'T HIDE BEHIND a HIGHER AUTHORITY

DON'T MAKE A CUSTOMER'S LOSS HARDER than it needs to be

DON'T EVER ACCUSE your customer of LYING

DON'T COVER for YOUR COMPANY'S ERROR

DON'T FAT-SHAME

DON'T GET DEFENSIVE about small things

DON'T DENY ERRORS

DON'T GET IN THE WAY

DON'T DISMISS OTHERS' PLANS

DON'T DENY CREDITS or REFUNDS when the issue is your fault

DON'T make the customer FEEL LIKE A DEADBEAT

DON'T MAKE FALSE ACCUSATIONS

DON'T ESCALATE

DON'T SAY "I DON'T KNOW"

DON'T TREAT the customer LIKE AN IMBECILE

DON'T STICK TO POLICY as if it's CARVED IN STONE

DON'T TELL A CUSTOMER to "CALM DOWN"

DON'T BE LAZY

DON'T BE VINDICTIVE

DON'T act as if YOU'RE BETTER

DON'T TURN AWAY A CUSTOMER for not following your rules

DON'T DENY HELP

DON'T behave like a SCHOOLMASTER

DON'T PUT THE RESPONSIBILITY on others

DON'T make it the CUSTOMER'S FAULT

DON'T ACCUSE OTHER EMPLOYEES

DON'T let a customer GO AWAY ANGRY

DON'T JUMP to CONCLUSIONS

DON'T BE MEAN

DON'T TRANSFER RESPONSIBILITY

DON'T GET DEFENSIVE, even when you're right

DON'T talk with a SHOUTING CUSTOMER in front of other customers

DON'T BE TOO LAZY to make a sale

DON'T REFUSE to connect to YOUR SUPERVISOR

DON'T TURN AWAY a customer in DISTRESS

DON'T discuss your own PROBLEMS

References.

Notes:

Description based on publisher supplied metadata and other sources.

Part of the metadata in this record was created by AI, based on the text of the resource.

ISBN:

9781623155957

1623155959

OCLC:

1402028153