By Barbara Glanz
The customer-service survival equipment for modern-day companies, jam-packed with confirmed principles which are precise, reasonably cheap, effortless to do, and certain to satisfyThis is the proper hands-on consultant that may maintain your clients coming again for extra. The book's inventive, ready-to-use structure contains paintings sheets, checklists, self-assessments, brainstorming routines, and fifty two particular, customer-focused rules that would enhance carrier, bring up revenues, and support make certain carrying on with good fortune.
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Then congratulate yourself on those behaviors you checked “Almost Always,” If you scored more “Sometimes” and “Almost Always,” you are on your way to building customer loyalty! Ask yourself: • Are these behaviors you want when you are the customer? • Which of these behaviors are most difficult for you personally? Many of these behaviors will be dealt with in more actionable ways later in this guide. No matter how good you think your service is, it’s never the best it can be. Your employees can always find ways to make it better.
I have seen managers who yell, lecture, punish, threaten, and humiliate. After many years of working in customer service, I truly believe that most employees are trying to do their best, and they do not make mistakes on purpose. Also, I have come to believe that as long as we have human beings working for us, mistakes will occur. Therefore, I want to suggest a way for you to “reframe” the concept of a mistake. ” However, because we are all human beings, there will be mistakes in our organizations.