金牌客服AWARD-WINNING CUSTOMER SERVICE

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.

Acknowledgments
Introduction
1　CUSTOMERS: 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
2　PERFORMANCE: 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 Lines　in 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
5　LEADERSHIP: 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
6　PREPARATION: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