The Customer Service Companion - Softcover

C. Leslie Charles

Softcover

ISBN 10: 0964462117 ISBN 13: 9780964462113

Publisher: Yes! Press, 1996

Synopsis

The Customer Service Companion, subtitled "The essential handbook for those who serve others" is designed for the front line employee who works with the public in either a service or sales capacity. The book emphasizes the "how" and "why" of external service (working with customers or clients) and internal service (attitude, teamwork, and cooperation with one's coworkers and supervisor).

About this title

About the Author

As a professional speaker and author, Leslie Charles' mission is to make a difference. Combining practical ideas with personal inspiration, Leslie states, "you are the key to your success." Once a two-time high school dropout and displaced homemaker with three small children, a tenth grade education, and no work experience, Leslie encourages people to take charge of their lives. She has the uncanny ability to connect with the minds and hearts of her audiences while encouraging self-improvement and change. From personal struggles to professional success, Leslie attended Lansing Community College while on public assistance in the early 1970's. She was named the 1996 LCC Most Distinguished Alumni. Graduating with honors from Michigan State University nine years after receiving her degree from LCC, Leslie is a perfect example of the unrelenting courage and commitment of the nontraditional student. As a speaker and trainer with a national client base, Leslie offers a unique blend of common sense and uncommon insight, delivering serious material in a light manner. She "walks her talk" by modeling her message. She has built a base of loyal customers in Michigan and throughout North America by practicing the very customer service strategies she teaches. As president of TRAININGWORKS, established in 1979, Leslie speaks on the topics of customer service, leadership, and communication but her audience members think of her as a motivational, inspirational presenter. A recognized leader by her peers, Leslie just ended six years of service on the board of the National Speakers Association. In 1996 the Professional Speakers Association of Michigan instituted the Charles Leadership Award in her name and in July of this year Lansing's Yawn Patrol chapter of Toastmasters International honored her with their Communicator of the Year Award. Leslie Is recognized for her community service and significant annual donations to the Council Against Domestic Assault and Child Abuse Prevention Services. Author of four books (watch for McGraw-Hill's fall release of The Instant Trainer, co-authored with Chris Clarke-Epstein) with a fifth work in progress, Leslie inspires others to take action on applicable ideas in both her writing and speaking. Intense authenticity and powerful, practical content connects her with her audiences. The usual response to a Leslie Charles presentation is, "Let's have her back!" and that's what most of her clients do! Member since 1982, National Speakers Association (NSA); American Society for Training and Development (ASTD); Michigan Society of Association Executives (MSAE); 1984 Career Woman of the Year (National Assn. of Career Women); 1984, 1989 President, Professional Speakers Association of MI (PSAM); 1986 Communication Achievement Award (Toastmasters Intl.); 1990, 1991 President, South Central MI ASTD; 1990 Earned NSA's Certified Speaking Professional designation; 1991 Featured in NSA's "Voices of Experience" audio series; 1991 Elected to three-year term, NSA Board of Directors; 1992 Included in NSA Best Sellers Catalog (concurrent session); 1993 Published "STICK TO IT!: The Power of Positive Persistence"; 1994 Reelected for a second term, NSA Board of Directors; 1995 General Session Keynote: NSA Winter Workshop; 1995 Released second (revised) edition of STICK TO IT!; 1995 Elected to one-year term, NSA Executive Committee; 1996 Lansing Community College Most Distinguished Alumni; 1996 Recipient of the Charles Leadership Award from PSAM; 1996 Released "The Customer Service Companion" & "Study Guide"; 1997 Anticipated fall release of "The Instant Trainer" (McGraw-Hill); 1997 Communicator of the Year Award (Toastmasters Intl.)

From the Back Cover

Service. It's the hot topic in every private and public sector organization. At last, a common sense handbook designed for the front line service employee which goes beyond talk and into application. Inspiring, educational, energizing, The Customer Service Companion will change the way you look at your work--and yourself!

Excerpt. © Reprinted by permission. All rights reserved.

People First, Paper Second! How many times have you requested information from a sales or service representative, only to have them hand you a piece of paper instead of offering a face-to-face explanation? Were you disappointed? Were you looking for a friendly exchange instead of a flyer in your hand? Here is a simple, yet powerful customer service secret: people first, paper second. It helps to remember that service and sales involve building relationships. Paper can wait, but people won't. If customers are too quickly presented with, "What is your account number?" or "Do you have any insurance?" or "Here, this brochure explains..."they may just walk out the door. You retain customers by building positive, long-term relationships, and customers remain loyal when they believe there is something in it for them. So get them invested. When your customers feel as if they share some kind of special relationship with you, they will be more likely to return. Yes, you can actually be too quick to offer information -- even answers. Just remember to take a moment and establish a relationship before you address the customer's request. Putting people first and paper second will help your customers think of you first -- every time!

Edition details

• Publisher: Yes! Press
• Publication date: 1996
• Language: English
• ISBN 10: 0964462117
• ISBN 13: 9780964462113
• Binding: Paperback
• Edition number: 1
• Number of pages: 203