金牌客服AWARD-WINNING CUSTOMER SERVICE
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作者： Renee Evenson 著
出 版 社： Oversea Publishing House
出版时间： 2007-1-1字数：版次： 1页数： 232印刷时间： 2007/09/01开本：印次：纸张： 胶版纸I S B N ： 9780814474549包装： 平装内容简介
Delivering top-of-the-line customer service is Job #1 for most companies, an important factor in keeping profits high and customers coming back. Customer service problems can damage not just a company’s reputation but its bottom line, so for busy managers -- and business owners with little time to search for solutions -- some fast help is needed.
目录
Acknowledgments
Introduction
1CUSTOMERS: Delight Your Audience
1.Pay Attention
2.Listen Completely to Your Customers
3.Know Your Business
4.Do What You Say You Will When You Say You Will
5.Follow Up for Satisfaction
6.Making Customers Happy Is Job #1
2PERFORMANCE: Your Role of a Lifetime
7.Present Your Best Face Forward
8.Maintain a Positive Attitude
9.Exude Confidence
10.Honesty Is Mways Your Best Choice
11.Energize Yourself
12.Bounce Back with Resiliency
3 PLANNING: A Good Script Begins with Thoughtful Consideration
13.Create a Personal Mission Statement
14.Write a Customer-Focused Plan
15.Set Specific and Relevant Goals
16.Measure Results to Stay on Track
4 COMMUNICATION: Choose the Right Linesin the Script
17.You Don't Communicate Alone
18.Stop When You See Communication Red Lights
19.Go with Green Light Communication
20.Listen, Listen, Listen
21.Speak Your Best at All Times
22.Pay Attention to Body Language: Yours and Others
23.Give and Get Accurate Information
24.Ask Good Questions
25.Ask Who, What, When, Where, Why, and How
26.Answer and Respond to Enhance Communication
27.Assure to Make Others Feel Valued
28.Zap Zapper Words from Your Vocabulary
29.Charge Ahead with Charger Words
5LEADERSHIP: Great Performances Need Great Direction
30.Positive Leadership Begins with Awareness
31.Develop Positive Leadership Qualities
32.Think Like a Leader
33.Model Leadership Behavior
34.Learn Critical Thinking Skills
35.Make Solid Decisions
36.Manage Your Time or Your Time Will Manage You
37.Add Value to Everything You Do
6PREPARATION:Things Are Going to Change
7 TRAINING:Learn Your Lines
8 TEAMWORK:The Actors Made the Cast
9 MOTIVATION:Monitoring the Process
10 FEEDBACK:Rave Reviews and Poor Reviews
11 MEETINGS:On-the-Spot Rehearsals
12 CONFLICT:Every Production Has Turmoil
13 COMMITMENT:Take It from the Top
14 QUICK TIPS:Cue Cards
Index
