How to Achieve Customer Service Excellence

Description

This 45-page Customer Service training manual details a practical approach to achieving customer service excellence in any large or small business or public sector organisation.

How to be a better manager and empower your employees to use discretion in dealing with customers. Trust and train your staff, unhappy staff almost always provide poor customer service.

Contents include:

• Introduction to Customer Service;
• Customer service: The myth of modern business;
• The points of influence concept;
• Service excellence through a point of influence audit;
• The customer value package;
• How to influence customers through involvement
• and service support;
• Image and the telephone;
• 30 key questions; and
• Points of influence audit templates.

Practical, proven methods to achieve quality customer service, easy-to-read, concise step-by-step guidelines. Ideal basis for the development of training programs and training material.

This manual is used by all levels of government, corporations, industry and business organisations, event organisers and training providers in 12 countries.

Now sold as a zip file containing: this eBook in three formats: pdf, epub (ipad) and mobi (Kindle) see more info

 FREE SAMPLE of Customer service manual Click Here

former CEO of Leo Burnett advertising agency recently observed:

• Deliver the brand promise:
• Always under promise and over deliver.
• Make sure the customer’s shopping experience with you is a positive one in every respect
• What your ad promises must be followed through in-store and with the after-sales service.
• Do not underestimate the importance of your staff and staff training in meeting your business goals.