By Karen Leland
As with different 'Dummies' books this offers a fine looking accomplished evaluate of the topic. The authors are skilled execs within the box and obviously have a lot services to percentage. The 'Dummies' books are specified by an attractive and straightforward to digest method. nice to dip into for concept.
Simon Hazeldine writer of 'Bare Knuckle patron Service', 'Bare Knuckle promoting' and 'Bare Knuckle Negotiating'
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Extra resources for Customer Service For Dummies
If you hold the common belief that service is giving customers only what they want, you may as well paint yourself into a corner every time a customer asks for something that’s impossible for you to provide. If, on the other hand, you expand your definition of service to include fulfilling the multitude of less-obvious customer needs, you’ll never encounter a time when you can’t provide your customers with at least some level of service. By addressing less-obvious customer needs, such as listening with empathy when customers have a problem or providing options and alternatives when you can’t give customers exactly what they want, you widen the gap between you and your competitors.
Gold level Congratulations! You’re a professional at providing service. You seem to have a firm understanding of the basics and are ready for bigger and better challenges. To continue to grow, consider the following suggestions: ߜ After you’ve finished evaluating yourself, get another perspective by having a co-worker you know and trust evaluate you. He or she may see areas for improvement that are blind spots to you. ߜ Go beyond the basics of service. Educate yourself in the more sophisticated service skills by learning to take initiative (see Chapter 7).
Even though the book is written about the airline industry, we’ve never found a business that couldn’t benefit from Carlzon’s advice. Don’t put functions before essence Creating positive moments of truth is easy when you’re not under pressure. However, when you’re faced with having too much to do and too little time to do it, you can get so caught up in your daily To Do list that it’s all too easy to forget that the essence of your job is serving the customer. Chapter 2: In-Focused or Customer-Focused: Where Do You Stand?