Explains the concept of company-wide customer service and standards.

  TOPICS COVERED

Understanding "Customers" and "Service"
Bringing the Customer Back
Making the Mission a Priority
Getting Everyone Involved
Service from the Top Down
Creating Service Standards
Implementing Service Standards
Customer Segments
Segmenting Your Customers

Presents strategies for understanding customer problems, resolving conflict, and writing effective correspondence, instructions, and manuals.

  TOPICS COVERED

Getting Your Message Across
Using the Right Words
Matching the Customer's Style
Using Questions
Dealing with Angry Customers
Resolving Conflict
Writing Letters to Customers
Breaking Bad News in a Letter
Giving Written Instructions
Writing Helpful Manuals

Explains how to answer common questions, find customers' needs and problems, and resolve the root cause of those problems.

  TOPICS COVERED

Using Complaints
Frequently Asked Questions
Answering Employee Questions
Finding What Customers Want
Using Surveys
Finding (the Real) Problems
Finding Solutions

Provides users with an overview of creating a Customer Service department and hiring talented customer service people.

  TOPICS COVERED

Forming a Customer Service Organization
Building Teams
Hiring Service Pros
Motivating Service People
Helping the Good Get Better
Creating a Productive Environment
Getting Help to Customer Service
Good Service for Your Employees
International Customer Service

Explains the concept of company-wide customer service and standards.

  TOPICS COVERED

Talking to Customers
Using the Phone
Phone and Fax Lines
Electronic Mail
Communicating with Electronic Mail
The Internet
Presenting a Web Site

only £50.00
(approx $88 USD)