New PDF release: Brilliant Customer Service

By Debra Stevens

ISBN-10: 0273738070

ISBN-13: 9780273738077

Retain them coming again for extra   significant customer support is your advisor that will help you bring remarkable customer support and retain your clients coming again time and again and again. It’s for a person concerned about any employer – even if you run your individual enterprise, deal with humans otherwise you are a client dealing with worker. It doesn’t topic what your price range is, you’ll locate plenty of uncomplicated alterations you could enforce straight away to construct a hugely winning customer support procedure. excellent results ·        establish your consumers genuine wishes and the way most sensible to fulfill them ·        construct belief and long-term loyalty along with your shoppers to stick prior to the contest ·        ensure you are remembered and steered

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Sample text

Ralph Nichols The questionnaire below will help to evaluate your listening skills. Be honest with yourself or ask someone who knows you well to help, so it becomes a valuable awareness tool. How do you rate as a listener? Rate yourself (or have a friend help you) using the following scale: 5 5 Always 4 5 Almost always 3 5 Sometimes 2 5 Rarely 1 5 Never 1 I allow the speaker to finish expressing themselves without interrupting. ____ 2 I actively try to develop my ability to retain important information.

My daughter, like a lot of teenagers, worked in a department store on a Saturday to earn some extra cash. I once went to meet her for lunch and as I was a bit early I thought I would do a bit of harmless spying on her. I found the till she was working on and hid behind a wall of china. I was delighted to see her greeting every customer with a warm smile and full eye contact. The effect on the customers was remarkable: they engaged in conversation with her; they smiled back and they left the till looking brighter and, dare I say it, happier.

Maintain self-control. IT’S YOUR EARS THAT HEAR BUT YOUR MIND THAT LISTENS. brilliant dos and don’ts Do ✔● Make a real commitment to listen. ✔● Use positive open body language whether on the phone or face to face. ✔● Maintain a relaxed eye contact. ✔● Ask relevant questions to interrupt appropriately and maintain ✔● ✔● ✔● ✔● control. Question for more detail. Test assumptions with clarifying questions. Avoid making judgements. Paraphrase and summarise. Don’t ✘● ✘● ✘● ✘● Fidget or move around too much.

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Brilliant Customer Service by Debra Stevens


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